Returns

Our Returns Policy

We want you to be happy with every card you receive. If something isn't right, we're here to help.

Eligibility

Returns are accepted within 14 days of delivery, provided that:

• The card(s) are in the same condition as received
• The item matches the condition and description listed at time of purchase
• You contact us before sending anything back

Due to the nature of trading cards, we're unable to accept returns for buyer's remorse on opened penny sleeves/toploaders once removed, or for cards that show new damage not present upon delivery.

Damaged, Incorrect, or Misdescribed Items

If your card arrives damaged, incorrect, or doesn't match its listed description or condition, please contact us within 7 days of delivery with:

• Your order number
• Photos of the card and packaging

We'll offer a replacement (where available), refund, or store credit.

How to Start a Return

1. Email support@pokemongems.co.uk with your order number and reason for return
2. Our team will confirm eligibility and provide return instructions
3. Once we receive and inspect the returned item, we'll process your refund or replacement

Refunds

Approved refunds are issued to your original payment method within 5–10 business days of us receiving the returned item. Original shipping costs are non-refundable unless the return is due to our error.

Return Shipping Costs

• If the return is due to our error (wrong item, damaged on arrival, misdescribed condition), we'll cover return shipping.
• If the return is for any other approved reason, the customer is responsible for return shipping costs.

Questions about a return? Reach out any time at support@pokemongems.co.uk.