Returns & refunds
All items are factory-sealed and inspected before dispatch. Because trading cards are collectible and cannot be verified once opened, our return policy is deliberately narrow. We will always make right anything that is our fault.
Eligible for a return
- You received the wrong item or the wrong quantity.
- The item arrived damaged in transit.
- The factory seal was already broken when it arrived.
- The item is materially different from its listing or description.
Requests must be made within 7 days of delivery and approved before anything is sent back.
Not returnable
- Products that have been opened or unsealed by you.
- Individual cards removed from a sealed product.
- Orders returned after the 7-day window.
- Items sent back without prior authorisation.
- Pre-order items once they have been dispatched.
How to start a return
01
Contact us first
Email support@pokestoredirect.com with your order number, a description of the issue, and photos of the item and packaging.
02
We review it
We respond within 24–48 hours with a decision and, if approved, the return address and instructions.
03
Send it back
Return the item in its original packaging, securely boxed, within the window we confirm.
04
Refund or replace
Approved refunds are issued to the original payment method within 5–10 business days of inspection.
Who pays return shipping
When the return is due to our error — a wrong, damaged, or misdescribed item — we cover return shipping. For any other approved return, return shipping is paid by you.
Refused and undeliverable parcels
Parcels refused at delivery or returned as undeliverable are subject to the original shipping cost and any carrier fees. We will contact you to arrange redelivery or a refund of the product value once the parcel is back with us.