Refund policy

🔁 Refund Policy

Overview

At Pokestores, customer satisfaction is our top priority. We strive to ensure every order arrives in excellent condition and as expected. Below you'll find full details on how we handle refunds, replacements, and delivery issues.

Defective or Damaged Products

If your order arrives faulty or damaged, we’re here to help.

📸 Please contact us at pokestoresuk@gmail.com within 7 days of receiving your item.
To speed up the process, include:

  • A clear description of the issue

  • Photos showing the defect or damage

Once reviewed, we’ll gladly send out a replacement or issue a full refund, depending on your preference.

Items Lost in Transit

By placing an order, you acknowledge and accept our shipping time frames.

While most orders arrive on time, occasional delays may occur due to factors outside our control (e.g. customs or courier delays). If your order exceeds the advertised shipping time by 10 business days, you're eligible for support.

📬 In that case, please reach out to us and we will either:

  • Resend your order at no extra cost, or

  • Issue a full refund

Returns Policy

Please note that we do not accept returns for refunds.
Our guarantee applies only to:

  • Defective or damaged items

  • Orders lost in transit

Lost or Stolen Packages

We are not responsible for lost or stolen packages that are marked as “delivered” by the courier.

In such cases, we will:

  • Confirm the delivery details (including tracking number, courier used, and delivery date)

  • Provide all available information to assist you in filing a claim or inquiry with the courier

We strongly recommend choosing a secure delivery address and checking tracking updates regularly.

If you have any concerns or questions about your order, please don’t hesitate to get in touch at pokestoresuk@gmail.com — we’re always happy to help.