Our returns policy is generous and fairly simple to follow. We give up to 30-days on some products and a statutory 14-days return period on most items. Product listings will notify you if any extended returns policy is in place. 

If an item is undamaged, completely unopened and unused in the original factory wrapping, exactly as you received it, you may return the item as unwanted for up to 30 days from the date your received it.

As the customer, you will be responsible for the return shipping of the item, all costs associated and ensuring the items reaches us in the same condition you received it in.

Please note: If the returned item does not satisfy these requirements, we will not accept it.

Under a fair usage policy, customers may return up to 5 items under this policy. Otherwise, 14-day terms will automatically apply. Maximum limit per customer, per lifetime of returns under this policy is £150 inc VAT.

If you exceed the limit, we reserve the right to refuse the return. Accepting a return above this limit does not mean we must accept further returns above this limit and we will judge each case on its merits.

Fair use also includes but is not limited to one use per household / address. This policy only applies to consumers and not to customers purchasing items for resale.

We also reserve the right not to honour this policy if we feel it is being manipulated, sole interpretation of manipulation to rest with PokéUK Ltd. You agree that this is fair and reasonable when returning goods under this provision.

This policy does not affect your statutory rights.

This policy will NOT apply to trading card products including single cards and any other non-sealed products, the normal 14 days statutory returns period will apply here instead. 

If you have received a faulty or damaged item you must inform us within 30 days of receiving the order. We will then offer a suitable resolution at no cost to yourself. We do reserve the right to refuse complaints, or levy suitable charges for issues raised after this period.

Special note: Damaged cards inside blind packed products like Booster packs.
In the event that a particular card is damaged inside a pack, we will only be able to replace the booster pack as being faulty (the product purchased) and not the individual cards inside. In the rare event this happens to you, you could benefit by contacting the manufacturer first for a replacement card, but note they have no duty to do so.

In the unlikely event that your item arrives damaged or we made a mistake on your order or your item has suffered a manufacturing fault, then please contact us at info@pokeuk.co.uk. Most manufacturing faults can be quickly resolved via an email to the manufacturer. If you wish to return an item in these circumstances we will cover the postage costs for your return up to standard shipping.

Placing a pre-order with us gives you an opportunity to reserve upcoming pokemon item releases before they launch. When you place a pre-order on our website, you will pay for the items in your basket at the point of sale.

You are able to cancel your pre-order at any point up until the order is shipped and tracking number provided. You will receive a full refund or store credit, whichever you choose unless stated differenty at time of purchase.

Sometimes a products price might be lower at launch that what you paid for it on your pre-order. In these cases you can contact us for a partial refund or store credit, whichever you prefer.

Other retailers may be offering certain pre-orders at lower prices than us. We try to match all our pricing with other retailers that will have available stock at launch. If we are able to price match another retailer for you, a partial refund or store credit can be issued.

If we are unable to match the pre-order price of another store, you are able to cancel your pre-order with us and receive a full refund up until we ship your goods and provide a tracking number. No cancellation fees are charged.