Refund policy

At PokéLoot, we want you to be satisfied with your purchase. This Return & Refund Policy explains when returns, refunds, exchanges, and order cancellations may be available.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded or waived under applicable law.

1. Contact Information

PokéLoot
Marseiller Strasse 48
82413 Murnau
Germany

Email: contact@PokéLoot.shop
Phone: +1 (479) 345-1674

Please contact us before sending any product back.

2. Return Period

Unless a different period is required by applicable law, customers may request a return within 30 days of receiving their order.

To be eligible for a return, the product should generally:

Be in its original condition
Be unused and unaltered
Include its original packaging and accessories, where applicable
Include proof of purchase or order information

Certain products may be subject to additional return conditions described below.

3. Collectibles and Trading Cards

PokéLoot may sell collectible Pokémon products, including trading cards, sealed products, boxes, packs, accessories, and other collectibles.

For sealed collectible products, we strongly recommend inspecting the package immediately after delivery.

Once a sealed product has been opened, we may be unable to accept a return for a change of mind, subject to any mandatory rights under applicable law.

For individual trading cards, collectible condition is determined according to the condition stated in the product listing.

Minor variations in centering, printing, packaging, or manufacturing may occur and may not necessarily constitute a defect.

4. Damaged or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.

Please provide:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging when relevant

We may ask for additional information to investigate the issue.

Depending on the circumstances and applicable law, we may offer a replacement, repair, refund, or other appropriate resolution.

5. Items Damaged During Shipping

If your order arrives visibly damaged, please take photographs of the package and its contents before disposing of any packaging materials.

contact@PokéLoot.shop

We will review the issue and, where appropriate, work with the shipping carrier to resolve the claim.

6. Change-of-Mind Returns

Where permitted by applicable law, customers may request a return simply because they have changed their mind, provided the product meets the applicable return conditions.

Customers may be responsible for return shipping costs for change-of-mind returns unless otherwise required by law or stated at checkout.

Refunds may be reduced where a product has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality, where such a reduction is permitted by applicable law.

7. Items That May Not Be Returnable

Subject to mandatory consumer rights, certain products may not be eligible for return, including:

Products that have been opened or used where the law permits exclusion
Products damaged by misuse or improper handling
Personalized or custom-made products
Products that cannot be returned for hygiene or safety reasons where applicable
Digital products after performance has begun with the required customer consent
Other products specifically identified as non-returnable before purchase

This does not affect any legal rights that cannot be excluded.

8. Return Authorization

Please contact us before returning an item.

Do not send merchandise to the address on your order confirmation without first receiving return instructions from PokéLoot.

Unauthorized returns may experience delays in processing.

9. Return Shipping

For approved returns, we will provide instructions regarding the return shipping method and destination.

Unless otherwise required by applicable law:

Customers are generally responsible for return shipping costs for change-of-mind returns.
PokéLoot will generally cover reasonable return shipping costs when an item was sent incorrectly or arrived defective or damaged due to an issue for which we are responsible.

We recommend using a tracked shipping service for returned products.

PokéLoot cannot guarantee responsibility for returns that are lost in transit when the customer has not used a trackable return service.

10. Refunds

Once we receive and inspect a returned product, we will determine whether the return qualifies for a refund.

Approved refunds will generally be issued to the original payment method.

Processing times may vary depending on your payment provider or financial institution.

You will receive confirmation when your refund has been processed.

11. Refund Timing

Where a refund is approved, we will process it within a reasonable period after the return has been received and verified.

The time it takes for the refund to appear in your account depends on your bank, card issuer, payment provider, or other payment method.

12. Partial Refunds

In certain circumstances, a partial refund may be appropriate where permitted by applicable law.

Examples may include:

An item returned in a condition that reduces its value
Missing original components or accessories
Damage caused after delivery
Excessive handling beyond what is reasonably necessary to inspect the product

Any reduction will be determined in accordance with applicable law.

13. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at:

contact@PokéLoot.shop

We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped.

Once an order has been shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

Mandatory cancellation or withdrawal rights under applicable law remain unaffected.

14. Pre-Orders

Pre-orders may be cancelled before fulfillment where permitted by applicable law and according to any specific pre-order terms presented at the time of purchase.

Estimated release dates are subject to change.

If a pre-order is delayed or cancelled by the supplier, manufacturer, or distributor, we will communicate relevant information to affected customers and provide any refund or other remedy required by applicable law.

15. International Returns

Customers returning products from outside the country to which the return is being sent may be responsible for applicable shipping, customs, duties, or other return-related charges unless otherwise required by law.

Customers should follow the return instructions provided by PokéLoot to help avoid unnecessary customs delays or charges.

16. European Consumer Withdrawal Rights

If you are a consumer located in a jurisdiction that provides a statutory right of withdrawal or cancellation for online purchases, you may have additional rights.

For eligible purchases, you may have the right to withdraw from the contract within the legally prescribed period without providing a reason.

Exceptions may apply to certain products and circumstances.

This policy does not replace or restrict any mandatory statutory withdrawal rights available to you.

17. Exchanges

We may offer exchanges for eligible products where available.

Because collectible inventory can be limited, we cannot guarantee that the exact same product will be available for exchange.

Where an exchange is not possible, an appropriate refund or other remedy may be offered.

18. Fraudulent or Abusive Returns

PokéLoot reserves the right to investigate suspected fraudulent or abusive return activity.

Nothing in this section limits mandatory consumer rights.

19. Contact Us

For return, refund, or cancellation requests, please contact:

PokéLoot
Marseiller Strasse 48
82413 Murnau
Germany

Email: contact@PokéLoot.shop
Phone: +1 (479) 345-1674

Please include your order number and a description of the issue so we can assist you as quickly as possible.