Returns & Refunds

We have an easy to follow returns guide which is explained below.
All returns made to us need to be sent to the following address:

Pokefamilytcg, 29 Providence Place, Norwich, NR1 4JJ

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If you cancel your order after the items have left our warehouse, you will have to return the package back to us unopened and in the condition you received it (we cannot accept opened items). 

If you cancel your order after it has been dispatched we're not responsible for the delivery charges that you incur to return your order back to us. We also need to receive the goods back before any refunds or exchanges can be given. To ensure items make it back to us safely we strongly recommend using a recorded service to return items, we're not responsible for any items lost in the post or damaged when returned to us.

1. Returning an Item

   1. In the unlikely event where you wish to return your order, you must be aware of the following:

      1. You can return products for any reason until 14 day after receiving them. If a product is damaged or faulty, you have up until 30 days from receiving the goods however, the sooner you let us know, the easier it will be for us to resolve the issue

      2. Sealed products must be returned unopened, unused and in the original condition the item was sent in

      3. If you're returning because you no longer want the product, the return postage costs must be covered by yourself

      4. If there is some damage or missing items to the contents of your product and it is a sealed item, these should first be tried to be resolved with the manufacturer, as we are unable to send replacement parts for sealed products. If you have had no luck, contact our support team and we may be able to assist you.

      5. If you wish to return items back to us for an exchange, the cost of delivery will be taken into consideration

      6. International returns that come back to us due to "refused to pay the customs fee", will be refunded minus the original delivery cost and an additional charge from DPD to return the item back to us as your order was sent through the network and needs to be returned. Each countries return charge differs so click here for a full breakdown.

   2. If a returned product does not meet the requirements outlined by our policies, we may not be able to offer a refund. If you are unsure if you can return an item, please get in touch via our email address info@pokefamilytcg.co.uk.

   3. To return an item use the return feature on your to us then please use the contact form and submit your query to us and we will do everything we possibly can to resolve your issue before sending anything back. Please note you must contact us within 14 days of receiving your product, or 30 if it is faulty.

   4. If we have sent you the incorrect item or something is missing from your order we will cover any charges to get the products to you ASAP, this will involve you returning the incorrectly received item first and then us dispatching the correct item back to yourself once the wrong items is back with us. If you want to cancel an order, customers are advised to do so before an order is dispatched.

2. Damaged Items

   1. If an item you have received is damaged we have outlined the full process in this support article click here.

   2. Although we try our utmost during the packing stages to ensure that your order arrives with you safely whilst in transit, sadly, sometimes damage may occur. If an item arrives with you damaged, please take as many photos of the box your order arrived in which clearly shows the shipping label, along with photos of the damage to the item. Do not open the damaged product as we may require it back if we are able to replace this. If you suspect that your order may be damaged before opening the parcel, please take a photo as this provides an additional level of evidence when we submit this to the courier. Without these, we will be unable to raise a claim with the courier, so it is imperative these are provided when you send us an email about this. Reports of damages should be sent to us within 7 days of you receiving your order. Anything outside of this time, we may be unable to assist with.

3. Lost Items

   1. If your item has not yet arrived and would like to know what steps to take next please visit our Lost Item page click here

   2. We would hate to think that your parcel got lost on it's way to you, however sometimes situations like this may occur. If your parcel hasn't been received and you are a UK customer, get in touch with us and we will be able to advise, if your parcel is coming via Royal Mail, please allow 10 working days after your parcel was due to be delivered as we will be unable to get involved until this time has passed. If your parcel is coming with DPD you can contact us as soon as 1 day after the delivery is due to arrive with you. When we get in touch with the courier they will have to investigate to find out the location of your parcel and see what has happened with this, depending on the complexity of this it may take some time for them to locate and provide an update back to us, We are unable to offer any refunds/replacements until the couriers have completed their investigation and subsequent claim of the parcel.

      1. If you are an international customer and your order is shipping with DPD and it hasn't arrived with you within 10 days of being notified of shipping, please get in touch at info@pokefamilytcg.co.uk and we can provide you an update as to where your parcel may be. Ensure that you have the contact details of your local customs office as your parcel may be sitting in customs waiting for you to act.

      2. If you are an international customer and your order is shipping with Royal Mail, and your item hasn't arrived with you after 30 days, please get in touch at info@pokefamilytcg.co.uk and they will be able to assist you in getting an update for this/starting a claim for the missing item

4. Claiming For A Missing Item

   1. Depending on the complexity of the claim, it may take a while for the couriers/suppliers/manufacturers to investigate what has happened to your parcel. We are unable to offer any refunds/returns until the couriers/suppliers/manufacturers have made their decision. On average most of our claims are resolved within 14 days of us opening the claim, however, please allow the couriers some extra time in special circumstances or busier periods of the year.

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International Pre Orders & Non Refundable Products

1. Introduction & Nature of Service

Thank you for your interest in our pre-order items. Pokefamilytcg acts as a purchasing agent or “proxy service” for specialised stock (such as trading cards and collectibles) sourced directly from Asia and other international suppliers. This policy outlines the specific terms that apply to all pre-orders and items explicitly marked as “Non-Refundable.”

By placing a pre-order or purchasing a product designated as non-refundable, you acknowledge that you have read, understood, and agree to be bound by this policy in full.

 

2. The Service Model & Why Cancellations Are Not Possible

When you place a pre-order with us, you are not ordering from a standard UK inventory. You are instructing and authorising us to procure a specific, sealed item on your behalf from our international suppliers.

To secure your item, we must:

Commit to and pay our suppliers in advance, often in a different currency and without the option for cancellation from their side.

Guarantee order quantities to secure the best possible price and availability for our customers.

Handle complex international logistics, including shipping, import duties, and customs clearance, based on the confirmed order numbers.

Due to these financial and logistical commitments made on your behalf at the point of order, all pre-orders and items marked as “non-refundable” are final and cannot be cancelled or refunded.

 

3. Scope: What This Policy Covers

This policy applies to the following:

All Pre-Order Items: Any product listed for sale before it is physically in our UK warehouse.

Asian & International Stock: Any item we explicitly state is being sourced via our proxy service.

Explicitly Non-Refundable Products: Any product, regardless of its stock status, that is clearly marked as “Non-Refundable” on its product page.

 

4. Your Consumer Rights & Waiver of Cancellation Right

We draw your attention to your statutory rights under UK consumer law. The Consumer Contracts Regulations 2013 typically provide a 14-day “cooling-off” period for online purchases.

However, you acknowledge and agree that this right to cancel is expressly waived for the services and products covered by this policy. This is because our service is to procure, on your instruction, a specific item with unique characteristics (e.g., a particular card set or edition) which is not available in our general inventory.

By placing your order, you are giving us your explicit instruction to begin the provision of this specific procurement service immediately. Under Regulation 36(1)(b) of the Consumer Contracts Regulations 2013, if you explicitly consent to the service beginning before the end of the 14-day cancellation period, you lose the right to cancel once the service has been fully performed. Our service is considered fully performed, and the contract for the supply of the specific item completed, once we have committed to and paid our overseas supplier to secure the item you ordered. A refund cannot be given for a service that has been completed at your request.

This does not affect your statutory rights for faulty or misdescribed goods