Refund policy
RETURNS & REFUNDS
We want you to be happy with what you ordered. If something isn’t right, the information below explains how returns and refunds work.
Nothing in this policy affects your statutory consumer rights.
UK RETURNS
We offer a 30-day returns policy, giving you 30 days from the day you receive your order to request a return.
Our 30-day returns policy is in addition to your statutory consumer rights.
HOW TO START A UK RETURN
To start a return, use our returns portal:
Follow the steps to select the item or items you would like to return and choose an available return method.
The system will provide the relevant QR code or return instructions for your chosen carrier.
Eligible UK returns arranged through our returns process are currently free of charge.
Please do not send a return independently without contacting us or using the returns portal first.
If you need help with a return, contact us at:
UK CHANGE-OF-MIND RETURNS
For returns made under our voluntary 30-day returns policy, products must be:
- unused
- undamaged
- complete
- returned with all parts and accessories
- returned in their original retail packaging
- in a condition suitable for resale
Please take reasonable care of both the product and its packaging.
For returns made outside your statutory cancellation period but within our extended 30-day returns period, products with signs of use, missing parts, damaged products, missing packaging or damaged retail packaging may not qualify for a full refund.
UK customers buying online also have statutory cancellation rights. Generally, you have 14 days after receiving the goods to tell us that you wish to cancel, followed by a further 14 days to return them. During that statutory period, you may handle the goods as you reasonably would in a shop. If handling beyond what is reasonably necessary reduces their value, an appropriate deduction may be made where permitted by law.
These conditions do not restrict your rights where an item is faulty, damaged, incorrect or not as described.
MULTIBUYS, BUNDLES & PROMOTIONAL OFFERS
Some of our discounts depend on purchasing a particular number or combination of products.
This includes offers such as:
- multibuy discounts
- bundle pricing
- discounted add-ons
- discounted sleeves
- promotional products
- other offers where the price depends on another qualifying purchase
If you return part of an order and, as a result, the products you keep would no longer qualify for the same promotional price or discount, we may recalculate the retained products according to the promotional terms that would have applied to the items you kept.
Your refund will then be calculated as the difference between:
the amount you originally paid for the order
and
the recalculated value of the products you keep.
For example, if four qualifying products received a 15% multibuy discount and you return one, leaving three products that would have qualified for a 10% discount, the retained products may be recalculated using the applicable three-product discount.
Likewise, if an add-on product received a reduced price because it was purchased alongside another qualifying item, returning the qualifying item may mean the add-on is recalculated at the price that would otherwise have applied.
Any such recalculation will be made in accordance with the terms of the relevant promotion and is subject to your statutory rights.
This does not affect your rights where an item is faulty, damaged, incorrect or not as described.
REFUND PROCESSING
Returned items are inspected when they arrive back with us.
For returns under our voluntary returns policy, once the returned items have been inspected and the return approved, we will issue the appropriate refund to your original payment method.
Where statutory cancellation rights apply, refunds will be processed within the applicable legal time limits. For UK distance purchases, businesses generally have to refund the customer within 14 days of receiving the goods back, subject to the rules governing evidence that goods have been returned.
Once we have issued your refund, please allow approximately 3–5 working days for the money to appear in your account.
The exact time depends on your bank, card issuer or payment provider and is outside our control once the refund has been submitted.
ORIGINAL DELIVERY CHARGES
Where you exercise a statutory cancellation right, we will refund any standard outbound delivery charge that the law requires us to refund.
If you selected a more expensive delivery option, such as Express delivery, we are only required to refund up to the cost of the least expensive standard delivery option offered. UK guidance expressly distinguishes standard delivery from upgraded delivery services
As our standard UK delivery is currently free, an optional paid Express delivery upgrade is not normally refunded on a change-of-mind return.
This does not apply where the goods themselves are faulty, damaged, incorrect or not as described.
EU RIGHT OF WITHDRAWAL
If you are located in the European Union and purchase from us online, you generally have the right to withdraw from your purchase within 14 days without giving a reason.
For goods, the withdrawal period normally begins when you, or a third party nominated by you, receive the goods.
If several goods from the same order are delivered separately, the period generally begins when the final item is received.
To exercise your right of withdrawal, contact us at:
Please provide:
- your full name
- your order number
- the email address used to place the order
- a clear statement that you wish to withdraw from the purchase
Once you have told us that you wish to withdraw, the goods must be returned within the applicable statutory period.
EU RETURN POSTAGE
For an EU change-of-mind return under the right of withdrawal, you are responsible for the direct cost of returning the goods to us.
We strongly recommend using a tracked return service and retaining your proof of postage until your refund has been completed.
If we provide a return service or returns portal for your country, any applicable charge or return instructions will be explained as part of that process.
This section applies to change-of-mind returns only.
If an item is faulty, damaged, incorrect or not as described, contact us before sending it back so that we can arrange the appropriate return method. EU consumer guidance confirms that defective goods must be remedied without cost to the consumer, including necessary shipping costs.
CONDITION OF EU WITHDRAWAL RETURNS
You may inspect the goods to establish their nature, characteristics and function.
You may be responsible for any reduction in value caused by handling beyond what was reasonably necessary for that purpose.
Where reasonably possible, please return the product:
- complete
- with all supplied parts and accessories
- with its original retail packaging
- securely packed for transit
The absence or condition of original packaging does not remove statutory rights by itself, but any genuine reduction in the value of the goods caused by excessive handling may be taken into account where permitted by law.
EU REFUNDS
Where an EU statutory withdrawal applies, we will reimburse the amounts required by law, including the cost of the least expensive standard delivery option originally offered where applicable.
If you chose a more expensive delivery method, such as an Express service, we are not required to reimburse the additional cost above the least expensive standard option.
We may withhold reimbursement until we have received the goods back or you have supplied evidence that you have sent them back, whichever occurs first, where permitted under the applicable withdrawal rules.
Once we have issued a refund, please allow approximately 3–5 working days for your bank, card issuer or payment provider to show the funds in your account.
INTERNATIONAL RETURN ADDRESS
Where we instruct you to return goods directly to us, send them to:
PokéProtection Ltd
Unit 2, Caxton Road
Bedford
MK41 0LF
United Kingdom
Please include a note inside the parcel containing:
- your full name
- your order number
- the email address used to place the order
- confirmation that the goods are being returned
Please also clearly write your order number on the outside of the parcel.
For customs purposes, international returns should be accurately declared as:
CUSTOMER RETURN / RETURNED GOODS
Do not incorrectly declare the value or nature of a returned shipment.
You are responsible for any return-postage costs and customs formalities that apply to an ordinary change-of-mind international return unless we have expressly agreed otherwise or applicable law requires us to cover them.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order when it arrives.
If an item is:
- faulty
- damaged
- incorrect
- missing
- not as described
please contact us as soon as possible at:
Please include your order number and, where relevant, photographs showing the problem so we can investigate it quickly.
Do not arrange and pay for a return yourself before contacting us unless we ask you to do so.
We will review the issue and arrange an appropriate remedy and return method where required.
These cases are handled separately from ordinary change-of-mind returns.
Nothing in this policy limits or excludes your statutory consumer rights. Terms that attempt to remove responsibility for faulty or misdescribed goods cannot override UK consumer protections.
EXCHANGES
We do not currently process direct exchanges.
If you would like a different product, colour or size, the quickest option is normally to return the unwanted item and place a new order for the replacement.
ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS
Some products may be excluded from statutory change-of-mind cancellation rights where a legal exemption applies.
This can include, where applicable, products that are made to order or clearly personalised. Similar statutory exemptions also exist under EU consumer rules.
Any product-specific restriction will be made clear where relevant.
If you are unsure whether an item can be returned, contact us before sending it back.
This section does not affect your statutory rights where a product is faulty, damaged, incorrect or not as described.
QUESTIONS ABOUT A RETURN?
For help with a return, contact:
For UK returns, you can also begin through our current returns portal: