Returns and Refunds

Every purchase made by a Consumer on pokejap.com is covered by the right of withdrawal provided by European law (Directive 2011/83/EU): you can return a product for any reason within 14 days of delivery and receive a refund.

How to return a product

Within fourteen (14) days of delivery, notify the Seller (POKEJAP LTD) of your decision to withdraw, in whole or in part, by email at info@pokejap.com or on WhatsApp at +39 348 4260292, quoting the order number.

After your message we send you the return shipping label by email. Print it, pack the products carefully in the same condition and original packaging in which they arrived (sleeve and toploader for singles, sealed slab for graded cards, sealed box for booster boxes), include the documents received and hand the parcel to the courier indicated on the label within fourteen (14) days. Returns sent without our label or by cash on delivery are not accepted.

Refund

Once the returned products have been received and their integrity verified, the Seller refunds the price of the products within fourteen (14) days, using the same payment method used for the purchase. The return label is provided by the Seller free of charge: the return costs you nothing. If the product received was wrong or defective, the Seller refunds or replaces it at no charge.

The Customer is responsible for any decrease in value of the products resulting from handling other than what is necessary to establish their nature and characteristics.

Exclusions from the right of withdrawal

The right of withdrawal does not apply to: products delivered more than fourteen (14) days earlier; products damaged, altered or handled beyond what is necessary to inspect them; sealed products (booster boxes, graded slabs) whose seal has been broken; customised or made-to-order items; purchases made by Professional Customers (B2B, purchases with VAT number).

Order cancellation

You can cancel an order at no cost until it is dispatched, by writing to us by email or WhatsApp. After dispatch, the return rules above apply.

Wrong or damaged products

If a product arrives damaged or is not the one you ordered, contact us with photos as soon as possible: we replace it or refund it in full, including return costs. Parcels lost by the courier are replaced or refunded in full by the Seller.

Contacts

Email info@pokejap.com · WhatsApp +39 348 4260292. We answer within one working day.

POKEJAP LTD