Refund policy
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Support@Pokehaul.co.uk
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Support@Pokehaul.co.uk
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Pokémon singles and graded cards
Pokémon singles and graded cards can be returned under the standard online cancellation rules, provided they are returned in the same condition as received.
For raw singles, please check the product photos, condition notes and description before ordering. Raw card condition can be subjective, but if an item is materially not as described, damaged, faulty or incorrect, please contact us so we can resolve it.
Returned singles and graded cards must be securely packaged to prevent damage in transit.
Sealed packs, boxes and mystery-style products
Sealed products, including booster packs, sealed boxes, sealed accessories, blind boxes and similar products, must be returned unopened, untampered with and in the same condition they were received.
If a sealed product has been opened, tampered with, weighed, searched, damaged, resealed or otherwise handled beyond what would be reasonable to inspect it, we may reduce the refund to reflect the loss in value.
This does not affect your rights if the item is faulty, damaged, incorrect or not as described.
Accessories, toys and collectibles
Accessories, toys and collectibles can be returned under the standard online cancellation rules if they are returned unused and in the same condition as received.
This includes items such as sleeves, top loaders, binders, figures, plushies, blind boxes and display items.
Where an item is sealed, it should be returned sealed unless there is a fault or issue with the item.
Damages and issues
Please contact us as soon as possible if your order arrives damaged, faulty, incorrect or incomplete.
Please include:
- Your order number
- Clear photos of the item
- Clear photos of the outer packaging
- A short explanation of the issue
If the item is faulty, damaged, incorrect or not as described, we will offer an appropriate solution, which may include a refund, replacement, exchange or return label.
Customers are entitled to goods that are as described, fit for purpose and of satisfactory quality. If goods are faulty or not as described, customers may be entitled to a refund, repair, replacement or other remedy under the Consumer Rights Act 2015
Exceptions / non-returnable items
Certain types of items cannot be returned like sealed Elite Trainer Boxes & Booster Boxes that have had the shrink wrap removed this is due to the potential of items being swapped out or for tampering of the product.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We may offer exchanges depending on stock availability.
Because many Pokémon singles, slabs and collectibles are one-off items, an exact replacement may not always be available. If a replacement is not available, we may offer a refund or alternative item.
Return postage
For change-of-mind returns, you are responsible for the cost of return postage.
For damaged, faulty, incorrect or not-as-described items, we will cover reasonable return postage costs or provide a return label where appropriate.
Please package returns carefully. We recommend using a tracked service, especially for higher-value cards, graded cards or sealed products.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.