Returns & Refunds

Our policy lasts 30 days. If 30 days have gone by since you received your product, unfortunately we can't offer you a refund or an exchange.

If you change your mind within 12 hours of placing your order on a weekday, we refund you directly.

We only process orders 12 hours after they are placed, so that we can correct mistakes and handle customers who change their mind. Once that window has passed, if the order has already been processed, we can no longer refund you for a change of mind until the product has been delivered, received and returned to the address we provide.

To qualify for a return on your order, your item must be completely unused and in the same condition you received it. It must also be in its original packaging so that it can be sent back, at your expense, to the address we give you.

To process a return, we will confirm that the order is indeed yours using your order number and/or any information you used when placing your order. That will most likely be your email address.

There are two ways for your return to be approved. Either we confirm receipt of the parcel at the return address we gave you, or you send us a scan or a photo proving that the return was made to the address provided. In the first case, the shipment must not be sent to the manufacturer's address. In the second case, a postal receipt or a shipping slip can be accepted.

We may ask you to wait until we confirm receipt rather than sending us proof that the return was made. That's because a refund request may require an inspection of the parcel. This inspection takes place before we issue the refund, in cases where a refund is issued.

If you receive an item and state that it is in poor condition and that you want a refund, but you refuse to send a photo of the item you received, you will of course be asked to send the item to a specific address so that the item from your order can be inspected.

Once the parcel has been received, the refund is only issued (or not) after inspection. The inspection may in fact show that the item is in good condition. We will then let you know with a photo and/or a video, and in that case we will decline the refund.

This procedure may seem excessive. However, some people have been dishonest, and based on past experience we can no longer take our customers at their word. We're sorry about that, and please know that we do our best with every return and every refund request.

A fee of €2 is deducted per order on every refund. This covers the costs charged by the payment platforms and payment processors.

In the event of a refund, once we have received and inspected the returned item, we will send you an email to confirm that it arrived. We will then also inform you of our decision to approve or reject your refund request.

If your refund request is approved, it will be processed and a credit will automatically be applied to your credit card or original payment method within a certain time frame. That time frame is not up to us. We will notify you as soon as the refund procedure is started on our end.

If your refund is late or missing, check your bank account first. Only then should you contact your credit card issuer. There can be a delay before your refund is officially posted.

After that, contact your bank. Some processing time is needed before a refund is posted.

If you still have not received your refund after these two steps, please send an email to contact@pokemon-shop.fr. The customer service team will ask whether you have completed both steps. If you have, the customer service team will have it checked in the database.

We're sorry to ask for these steps, but we want to give your requests our full attention. We lose a lot of time when a request doesn't follow them. We want to devote as much attention as possible to every request we receive.

For sale items, if a refund is issued, it will be based on the sale price of the item, the price the customer actually paid, and not on the regular price.

For exchanges, we only replace an item if it is defective or damaged. If that is the case and you want to exchange it for the same item, send us an email at contact@pokemon-shop.fr.

For gifts, if the item you want to return was shipped directly to you, you will receive a gift credit equal to the value of your return. Again, a gift certificate will only be emailed to you once we have received the item.

If the item was not marked as a gift at the time of purchase, or if the gift giver chose to have the item sent to them first to give to you later, we will send a refund to the gift buyer and they will know that you returned the item.

For returns, you are responsible for paying your own shipping costs. These shipping costs are non-refundable, and if you receive a refund, the return shipping costs will be deducted from it.

Depending on where you live, the time it takes to receive your exchanged product can of course vary.

If you are shipping an item worth €30 or more, consider using a delivery service that lets you track the shipment or insure the delivery. We can't guarantee that we will receive the item you send back to us.