Refund policy

We want you to love every pull — but if something isn't right, here's how returns and refunds work at Pokème Collectables.

Your right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, contact us at support@pokemecollectables.co.uk within this period.

Sealed products

Because of the collectible nature of sealed booster packs, boxes and collection sets, these items must be returned unopened and in their original condition to be eligible for a refund. Once a sealed product has been opened, we're unable to accept a return, as we can no longer guarantee its contents — this protects both you and us from disputes over what was inside.

Graded slabs

Graded cards are sold as certified and sealed in their protective slab by the grading company at the time of grading. Returns are accepted only if the slab arrives damaged in transit, or if there is a genuine dispute over authenticity — please contact us with photos within 48 hours of delivery.

Damaged or faulty items

If your order arrives damaged, faulty, or not as described, please contact us within 48 hours of delivery with photos of the item and packaging. We'll sort out a replacement or refund as quickly as we can.

How to request a return

Email support@pokemecollectables.co.uk with your order number and the reason for your return. We'll confirm next steps, including the return address. Return postage is the customer's responsibility unless the item is faulty or damaged.