Refund policy
FOR DOMESTIC UK RETURNS:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in the original packaging.
To start a return, follow the following link: START RETURN HERE then follow the steps in order to choose the product you'd like to return. You can then choose your preferred carrier and opt to either schedule and collection or choose a drop off point.
The system will generate a QR code for your chosen carrier.
You can always contact us for any return question at luke@pokeprotection.co.uk.
This policy applies to change-of-mind returns and does not affect your statutory rights if an item is faulty, damaged or not as described.
EU RIGHT OF WITHDRAWAL:
If you are located in the European Union, you have the right to withdraw from your order within 14 days without giving any reason.
The withdrawal period begins on the day you, or a third party nominated by you, receive your item. If your order arrives in separate parcels, the 14-day period begins from the day you receive the last item in your order.
You may also cancel your order at any time before it has been dispatched by contacting us at luke@pokeprotection.co.uk with your name, order number and a clear statement that you wish to cancel your order.
To exercise your right of withdrawal after your order has been dispatched, please contact us at luke@pokeprotection.co.uk with your name, order number and a clear statement that you wish to withdraw from your order.
Once you have told us that you wish to withdraw, you have 14 days to return the goods to us.
You will be responsible for arranging and paying for the cost of returning the item to us. We strongly recommend using a tracked and insured delivery service, as we cannot be responsible for items that are lost or damaged in transit.
To be eligible for a return, your item must be returned in the same condition that you received it. You may handle and inspect the item as you would in a shop, but it must not be used beyond what is necessary to check it.
Please include a note inside your parcel with the following information:
Your full name
Your order number
The email address used to place the order
A clear statement that you are withdrawing from your order
Please also write your order number clearly on the outside of the parcel so we can identify your return when it arrives.
Returns should be sent to:
PokéProtection Ltd
Storage King
Unit 2, Caxton Road
Bedford
MK41 0LF
United Kingdom
For customs purposes, please make sure the parcel is accurately marked as a customer return / returned goods. Any customs duties, taxes or charges relating to the return are the customer’s responsibility.
We will process your refund within 14 days of receiving the returned goods, or receiving proof that you have sent them back, whichever is earlier. Refunds will be issued to your original payment method.
This right does not apply to certain types of goods, such as personalised or custom-made items, or sealed goods that are not suitable for return once unsealed, where applicable. This does not affect your statutory rights if an item is faulty, damaged or not as described.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.