Refund and Returns Policy
Refund and Returns Policy
Recently updated
At TCGPokemonCard.com, we want every customer to have a positive shopping experience. We carefully prepare orders and aim to provide accurate product descriptions, clear product information, and secure packaging. However, we understand that situations can occur where you may need to request a return, replacement, or refund.
This Refund and Returns Policy explains how we handle returns, damaged products, incorrect items, cancellations, and refund requests. By placing an order with TCGPokemonCard.com, you agree to follow the procedures described below.
1. Our Return Policy
We accept eligible returns when a product arrives damaged, defective, incorrect, or significantly different from the description provided on our website.
Because Pokémon Trading Card Game products can include collectible cards, sealed booster packs, booster boxes, special collections, promotional products, and other collectible items, certain products may have specific return conditions.
For collectible and sealed products, we strongly recommend inspecting your order immediately after delivery. Do not open, remove seals from, alter, or otherwise modify a product if you believe you need to return it.
A product that has been opened or altered may not qualify for a return, particularly where opening the packaging changes the condition or collectible value of the item.
2. Damaged Products
If your order arrives damaged, please contact us as soon as possible after delivery.
To help us review the situation, please provide:
- Your order number
- Your full name
- The email address used for the purchase
- A description of the damage
- Clear photographs of the product
- Photographs of the original packaging
- Photographs of the shipping package, including any visible damage
If possible, keep the original shipping box, protective materials, labels, and packaging until we complete our review.
Our team may request additional information when necessary. We use the information provided to determine whether the damage occurred before delivery, during shipping, or after receipt.
If we confirm that the product arrived damaged and qualifies under our policy, we may offer an appropriate solution, such as a replacement, store credit, or refund.
3. Incorrect Products
We make every effort to ship the products selected during checkout. However, if you receive an incorrect item, contact us before returning it.
Please provide your order number and photographs showing the product you received. We will review your order and determine the appropriate solution.
If we confirm that we sent the wrong product, we may arrange a replacement or another suitable resolution.
Please do not send an incorrect product back without receiving instructions from our customer service team. Sending an item to an unauthorized address may delay the resolution.
4. Defective Products
If a product appears to have a manufacturing defect, contact us promptly after receiving your order.
Provide photographs and a detailed explanation of the issue. Depending on the product and circumstances, we may request additional information before approving a return or replacement.
Normal characteristics of collectible cards or printed products do not necessarily represent defects. Minor variations in printing, centering, packaging, color, or manufacturing may occur and do not automatically qualify an item for a refund.
We evaluate each reported issue individually.
5. Sealed Pokémon TCG Products
Sealed Pokémon TCG products require special consideration because opening a sealed product can change its condition and collectible value.
For this reason, customers should inspect the external packaging before opening a sealed product. If the package arrives visibly damaged, contact us before opening it whenever possible.
Once a sealed product has been opened, we may be unable to accept a return based solely on the contents, expected card pulls, card rarity, or personal preference.
Randomized products are sold with the understanding that individual card contents are not guaranteed unless the product description specifically states otherwise.
6. Card Condition and Collectible Items
Collectible trading cards may have characteristics that occur during manufacturing or packaging. Examples may include minor print variations, slight centering differences, small surface imperfections, or minor edge variations.
These characteristics do not automatically mean that a product is defective.
If you believe a card or collectible item has a serious manufacturing defect, please contact us with clear photographs so that we can assess the issue.
Customers should also understand that collectible value can change over time. Changes in market prices, card popularity, grading values, availability, or resale prices do not qualify as reasons for a refund.
7. Return Eligibility
Before returning an item, contact our customer service team and provide your order details.
For an item to qualify for a return, we may require that:
- The product belongs to the original order.
- The product remains in acceptable condition.
- The product has not been unnecessarily altered or damaged after delivery.
- Original packaging is retained where applicable.
- The customer follows our return instructions.
- The return request falls within any applicable return period communicated by us.
We reserve the right to review each return request individually.
Some products may not qualify for return because of their nature, condition, packaging, or applicable law.
8. Items That May Not Qualify for Return
Certain products may be excluded from returns, including products that have been opened, used, altered, or damaged after delivery.
Opened randomized trading card products may also be excluded where opening the packaging changes the condition or collectible nature of the product.
Other exclusions may apply to products clearly identified as final sale or otherwise non-returnable at the time of purchase.
Where consumer protection laws provide mandatory rights, those rights remain unaffected by this policy.
9. How to Request a Return
To request a return, contact TCGPokemonCard.com customer support with the following information:
Order number:
Customer name:
Email used for the order:
Product name:
Reason for return:
Photographs, where applicable:
Please provide enough information for us to identify the order and understand the reason for your request.
After reviewing your request, we will provide return instructions if the return qualifies.
Do not ship products to an address found elsewhere on the internet or to the sender address shown on a package unless our customer service team specifically instructs you to do so.
10. Return Shipping
If a return results from an incorrect item sent by us or a confirmed product issue covered by this policy, we may provide appropriate instructions regarding return shipping.
For other approved returns, the customer may be responsible for return shipping costs unless applicable law requires otherwise.
Customers should use a suitable shipping service and retain proof of shipment until the return has been resolved.
We are not responsible for products lost during a return shipment that does not provide adequate tracking or proof of delivery.
11. Refund Process
Once we receive and inspect an approved return, we will determine whether the product qualifies for a refund.
If approved, the refund will normally be issued to the original payment method used for the purchase, unless another arrangement applies.
Processing times can vary depending on the payment provider, bank, or financial institution. Therefore, a refund may not appear immediately after we approve it.
If a refund has been approved but does not appear after a reasonable processing period, customers should first check with their payment provider or bank. They may also contact our customer service team for assistance.
12. Partial Refunds
In certain circumstances, we may approve a partial refund instead of a full refund.
For example, a partial refund may apply where a returned product has suffered damage caused after delivery, where only part of an order qualifies for a refund, or where applicable circumstances justify a reduced refund.
We will communicate the applicable resolution before completing the refund whenever practical.
13. Order Cancellations
If you need to cancel an order, contact us as soon as possible.
We cannot guarantee cancellation after an order has entered processing, packaging, or shipment.
If an order has already shipped, you may need to follow the applicable return procedure instead of requesting a cancellation.
Where cancellation is successfully approved before fulfillment, we will process any eligible refund according to the original payment method and applicable payment-processing timelines.
14. Refunds for Delivery Problems
If your order does not arrive or appears to have been lost during shipping, contact us with your order information.
We may review the shipment tracking information and communicate with the shipping carrier where appropriate.
Customers should provide accurate delivery information during checkout. If an order is returned because an incorrect or incomplete address was supplied, additional shipping charges may apply before another shipment is arranged.
Delivery delays caused by carriers, customs authorities, weather, holidays, or circumstances outside our reasonable control may require additional investigation before a refund or replacement is approved.
15. Exchanges and Replacements
Where an eligible product is damaged, defective, or incorrect, we may offer a replacement when the same product remains available.
If the original product is unavailable, we may offer another appropriate resolution, such as a refund or store credit.
Replacement availability depends on current inventory.
16. Fraud Prevention and Order Verification
For security reasons, we may verify certain information before processing refunds or replacements.
This process helps protect customers and our store against unauthorized transactions and fraudulent refund claims.
We may request order information, photographs, shipping information, or other reasonable evidence related to the purchase.
We reserve the right to investigate suspicious or fraudulent claims before issuing a refund or replacement.
17. Changes to This Policy
TCGPokemonCard.com may update this Refund and Returns Policy when necessary.
Changes may reflect updates to our store operations, products, payment methods, shipping procedures, or applicable legal requirements.
The latest version will be published on this page with the updated date.
Customers should review the policy before placing an order if they have questions about returns or refunds.
18. Contact Us
If you have a question about a return, refund, damaged product, incorrect order, or replacement, please contact TCGPokemonCard.com through the contact information provided on our website.
When contacting us, always include your order number so that we can locate your purchase more efficiently.
Our Commitment
We value our customers and want every order to provide a positive collecting experience. Our goal is to handle legitimate return and refund requests fairly, communicate clearly, and provide appropriate solutions when an order does not arrive as expected.
Thank you for choosing TCGPokemonCard.com for your Pokémon TCG collecting journey.
