Refund and Returns Policy

Last Updated: 14.05.2025

Thank you for shopping at Poketrainertcg.com. We want you to be completely satisfied with your purchase. This Refund and Returns Policy explains your rights and how we handle returns, exchanges, and refunds.

1. Right of Withdrawal (Widerrufsrecht)

If you are an EU-based customer, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period is:

  • 14 days from the day you or a third party (other than the carrier) receives the goods.

To exercise your right of withdrawal, you must contact us at:
📧 [email protected]
and clearly state your decision to cancel the order.

2. Return Conditions

To be eligible for a return, please ensure the following:

  • The item must be unused, unopened, and in its original packaging

  • Sealed products (e.g., booster boxes, packs) must be unopened

  • Returns must be initiated within 14 days of receiving your order

  • You must include proof of purchase (e.g., order confirmation email)

📦 Return Address: (You’ll need to insert your physical return address here.)

3. Items Not Eligible for Return

  • Opened or used TCG products (e.g., loose cards, opened packs)

  • Digital or downloadable items

  • Gift cards or promotional items

  • Products damaged after delivery due to improper handling

4. Refunds

Once we receive and inspect your return, we will notify you via email. If approved, your refund will be processed within 5–10 business days to your original payment method.

Shipping costs are non-refundable, unless the return is due to our error (e.g., wrong or damaged item).

5. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need an exchange for the same item, contact us at:
📧 [email protected]

6. Return Shipping

You are responsible for paying return shipping costs unless:

  • The item was damaged, defective, or incorrect

  • We explicitly agree to cover the return cost

We recommend using a trackable shipping service, as we are not responsible for lost return packages.

7. Contact Us

For any questions about returns, refunds, or exchanges, feel free to contact:

📧 [email protected]
🕒 Monday–Friday: 9:00 AM – 6:00 PM (CET)
📍 Based in Germany