Refund policy

Return & Refund Policy

At Poketore, customer satisfaction is important to us. We want our customers to have a clear understanding of our return and refund process before making a purchase.

Please review this policy carefully before placing an order.

1. Return Period

Customers may request a return within 30 days of receiving their order.

To be eligible for a return:

  • The item must be unused and in the same condition as received.

  • The product must include all original packaging, accessories, and included items.

  • Proof of purchase or order information must be provided.

Items returned without prior approval may not be accepted.

2. Collectible and Hobby Product Conditions

Many products sold by Poketore are collectible or hobby items. Because of the nature of these products:

  • Opened, used, damaged, or altered collectible items may not be eligible for return.

  • Sealed products must remain sealed to qualify for a return.

  • Customers should carefully review product descriptions, images, and condition details before purchasing.

3. Return Request Process

To request a return, please contact our customer support team with:

  • Order number

  • Customer name

  • Email address used for the order

  • Reason for the return

  • Photos of the product if there is damage or an issue

Contact:

Email: contact@poketore.shop

Phone: +1 (479) 345-1674

We will review your request and provide return instructions if your request is approved.

4. Return Shipping

Customers are responsible for return shipping costs unless:

  • The item received was incorrect.

  • The item arrived damaged.

  • The product has a confirmed defect.

We recommend using a trackable shipping service when returning an item. Poketore is not responsible for items lost during return shipping.

5. Refund Process

Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund.

If approved:

  • Refunds will be issued to the original payment method.

  • Refund processing times depend on your payment provider and bank.

  • Original shipping fees are generally non-refundable unless the return is due to an error on our part.

6. Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please provide:

  • Order number

  • Photos of the item and packaging

  • Description of the issue

We will review the information and work with you to provide an appropriate solution.

7. Non-Returnable Items

Certain items may not be eligible for return, including:

  • Products that have been opened or used when sold as sealed collectibles

  • Items damaged after delivery due to customer handling

  • Items without original packaging when packaging is part of the product

  • Gift cards or promotional items (if applicable)

8. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Orders that have already been processed or shipped cannot always be canceled.

9. Exchanges

At this time, exchanges may be available depending on product availability. Please contact our support team for assistance.

10. Contact Information

For questions regarding returns or refunds, please contact:

Poketore

Email: contact@poketore.shop

Phone: +1 (479) 345-1674

Business Address:

269 Horizon Circle
Tukwila, WA 98007
United States