Returns and Refunds

All purchases made by the Consumer Customer on the Website are covered by the right of withdrawal, which allows the Customer to return, for any reason, the purchased product and obtain a refund of the amount paid within 14 (fourteen) days from delivery.
This period is in accordance with the European regulations on the right of withdrawal in distance contracts (Directive 2011/83/EU).

To exercise this right, the Customer must notify the Seller (POKEJAP LTD, Strovolou 77, Strovolos Center, Office 301, 2018, Nicosia, Cyprus – VAT 60199590T) of their decision to withdraw, in whole or in part, from the purchase through an explicit declaration sent by email (info@pokejap.com) or WhatsApp (+39 348 4260292).

Within the same 14-day period, the Customer must return the goods using a shipping method of their choice. Products must be sent back in their original packaging, intact and in perfect condition, complete with all parts, and carefully packed. The package must also include all documents received.
It is recommended to insure the shipment against theft or transport damage. Cash on delivery returns will not be accepted. The only costs borne by the Customer are those for returning the product.

Upon receipt of the goods, once the integrity of the returned product has been verified, the Seller will refund the cost of the goods. Return shipping costs are excluded from the refund, except in cases of wrong or defective product, where return costs will be covered by the Seller. Transport risks for the return remain the responsibility of the Customer.

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

Exclusions from the right of withdrawal

The right of withdrawal does not apply to:

• products received more than 14 days earlier;

• products used, partially assembled, or damaged by the Customer;

• packaged products where the original packaging has been tampered with or damaged;

• customized or made-to-order items requested by the Customer;

• purchases made by Professional Customers (B2B, purchases with VAT number).

Order cancellation

The Customer may cancel the order before it is marked as “in preparation” and before the confirmation email is sent, by notifying the Seller via email or WhatsApp.