Refund policy
Returns & Refund Policy
At Poke Vaults, we want you to shop with confidence. As many of our Pokémon TCG products are sold as factory-sealed collectibles, please read the following returns conditions carefully before opening your purchase.
14-Day Cancellation & Returns
You have 14 days from the date you receive your order to notify us that you wish to cancel or return an eligible item.
After notifying us, you should return the item within 14 days.
For change-of-mind returns, products should be returned:
-
In the same condition in which they were received
-
With all original packaging and contents
-
Wherever possible, with the original factory seal intact
-
With proof of purchase or your Poke Vaults order number
To start a return, please contact us at:
Please contact us before sending an item back so we can provide the correct return address and return instructions.
Factory-Sealed Pokémon Products
The sealed condition of Pokémon TCG products can form an important part of their collectible value.
If you wish to return a factory-sealed booster box, pack or other collectible because you have changed your mind, we strongly recommend that you do not break or remove the factory seal.
If a product has been opened, unsealed, altered or handled beyond what would reasonably be necessary to inspect it, its collectible and resale value may be significantly reduced. Where permitted by law, Poke Vaults may reduce the amount refunded to reflect any loss in value caused by such handling.
This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.
Condition of Factory-Sealed Products
Our sealed Pokémon products are sourced from trusted suppliers and are carefully inspected and packaged before dispatch.
Due to normal manufacturing, distribution and transportation processes, factory-sealed products may occasionally have minor external packaging variations such as:
-
Small dents or pressure marks
-
Minor creases
-
Light scratches or scuffs
-
Shrink-wrap variations
-
Small imperfections around the outer packaging
We recommend that collectors who require packaging to be in a particular condition contact us before ordering if packaging condition is especially important to them.
If you believe your item has arrived with significant damage, a compromised seal, missing contents or another genuine issue, please contact us as soon as possible.
Nothing in this section affects your statutory consumer rights.
Damaged, Faulty or Incorrect Orders
Please inspect your order when it arrives.
If you receive an item that is:
-
Significantly damaged during delivery
-
Faulty
-
Incorrect
-
Missing items or contents
-
Not as described
please contact us promptly at sales@pokevaults.co.uk.
Where possible, please contact us within 48 hours of delivery and provide:
-
Your order number
-
A description of the issue
-
Clear photographs of the product
-
Photographs of the outer packaging where relevant
Contacting us quickly helps us investigate delivery damage and resolve the issue efficiently. The 48-hour request does not limit your statutory consumer rights.
Opened Products
Because opening Pokémon booster boxes, packs and other sealed collectibles can substantially reduce their value, customers should avoid opening a product if they intend to return it because they have changed their mind.
Where an item has been opened or handled beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from the refund where permitted by law.
This does not apply in a way that limits your legal rights where the goods are faulty, damaged, incorrect or not as described.
Sale & Promotional Items
Products purchased during a sale or promotion remain covered by applicable UK statutory consumer rights.
Where Poke Vaults offers any additional goodwill returns beyond those legal rights, separate conditions may apply.
Exchanges
If you would like a different product, please contact us at sales@pokevaults.co.uk.
Where appropriate, the simplest option may be to return the original eligible item and place a new order for the replacement product.
Return Shipping
For a change-of-mind return, customers may be responsible for the direct cost of returning the goods where permitted by law.
We recommend using a tracked and appropriately insured delivery service, particularly for high-value collectible products.
If an item is confirmed to be faulty, damaged, incorrect or otherwise covered by your statutory rights, we will provide appropriate return instructions.
Poke Vaults cannot accept responsibility for returned parcels that are lost or damaged because they were inadequately packaged or where appropriate proof of postage cannot be provided.
Refunds
Once your return has been received, we will inspect the item and notify you regarding your refund.
Where a refund is due, it will be issued to the original payment method.
For an eligible cancellation, refunds will be processed within the applicable legal timeframe after we receive the returned goods or acceptable evidence that the goods have been sent back.
Where required by law, the refund will also include the cost of the standard delivery service originally paid. Any additional amount paid for an upgraded or premium delivery service may not be refundable beyond the standard delivery cost.
Your bank, card provider or payment service may take additional time to display the refund after it has been processed by Poke Vaults.
If you have any questions about a refund, please contact:
Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or reduce your rights under applicable UK consumer law.
Where your statutory rights provide greater protection than this policy, your statutory rights will apply.
Contact Us
For return, refund or order-related questions, please contact:
Poke Vaults
Email: sales@pokevaults.co.uk