Refund policy

At PokeHere, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

You may request a return within 30 days of receiving your order, provided that:

  • The item is unused, unopened, and in its original condition.

  • The item is returned with all original packaging, labels, and accessories.

  • Proof of purchase (such as your order confirmation or receipt) is provided.

Returns that do not meet these conditions may not be accepted.

2. Non-Returnable Items

The following items are generally not eligible for return unless they arrive damaged or defective:

  • Opened trading card packs or booster boxes

  • Products with broken factory seals

  • Digital products or gift cards

  • Clearance or final sale items

  • Personalized or custom-made products

  • Items damaged due to misuse or improper handling by the customer

3. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging

Once your claim has been reviewed, we will determine the appropriate resolution, which may include a replacement, exchange, or refund.

4. Return Process

To initiate a return:

  1. Email us at contact@pokehere.shop with your order number and reason for the return.

  2. Wait for return authorization and shipping instructions before sending your item.

  3. Securely package the item to prevent damage during transit.

  4. Ship the package using a trackable shipping service whenever possible.

Returns sent without prior authorization may be refused.

5. Return Shipping Costs

  • If the return is due to our error (such as an incorrect or defective item), we will cover the reasonable return shipping costs.

  • If the return is due to a change of mind or another reason not caused by our error, the customer is responsible for the return shipping costs.

Original shipping charges are non-refundable unless otherwise required by law.

6. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved:

  • The refund will be issued to your original payment method.

  • Refunds are typically processed within 5–10 business days, depending on your payment provider or financial institution.

Shipping charges, customs duties, and taxes are generally non-refundable unless required by applicable law.

7. Exchanges

We replace items only if they are damaged, defective, or if the wrong product was shipped.

If you wish to exchange an eligible item for another product, please contact our customer support team.

8. Order Cancellations

Orders may be cancelled before they have been processed or shipped.

If your order has already been shipped, it cannot be cancelled. You may instead request a return after delivery if your purchase qualifies under this policy.

9. Lost Packages

If your tracking information indicates that your package has been lost in transit, please contact us. We will work with the shipping carrier to investigate and, where appropriate, provide a replacement or refund.

10. Chargebacks

If you experience an issue with your order, we encourage you to contact us before initiating a chargeback with your payment provider. Our customer support team will make every reasonable effort to resolve your concern promptly.

11. Contact Us

For questions about returns or refunds, please contact us:

PokeHere

Email: contact@pokehere.shop

Phone: +1 (479) 345-1674

Business Address:
43 Goebels Road
LAWES QLD 4343