Refund policy

At PocketCollect, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read the following policy carefully before requesting a return or refund.

1. Return Eligibility

You may request a return within 30 days of receiving your order, provided that:

  • The item is unused, unworn, and in its original condition.

  • The item is returned in its original packaging with all accessories, manuals, and inserts.

  • Proof of purchase (such as your order confirmation or receipt) is provided.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

  • Opened trading card packs or booster boxes.

  • Mystery boxes after opening.

  • Digital products or downloadable content.

  • Gift cards.

  • Clearance or final sale items.

  • Personalized or custom-made products.

  • Products that have been opened, used, altered, or damaged by the customer.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product.

  • Photos of the shipping packaging.

  • Any other information requested by our support team.

Once your claim has been reviewed, we will provide an appropriate resolution, which may include a replacement, exchange, or refund.

4. Return Process

To initiate a return:

  1. Contact our customer support team at contact@PocketCollect.shop.

  2. Wait for return authorization and shipping instructions.

  3. Securely package the item.

  4. Ship the item using a trackable shipping service.

Returns sent without prior authorization may not be accepted.

5. Return Shipping Costs

  • If the return is due to our error (incorrect, damaged, or defective item), we will cover the return shipping costs where applicable.

  • For returns due to customer preference (such as ordering the wrong item or changing your mind), the customer is responsible for return shipping costs unless otherwise required by applicable law.

Original shipping charges are generally non-refundable unless the return results from our error.

6. Refunds

After receiving and inspecting your returned item, we will notify you of the status of your refund.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear, depending on your payment provider or financial institution.

7. Exchanges

We replace items only if they are defective, damaged, or if an incorrect product was shipped.

If you wish to exchange an eligible item for another product, please contact our customer support team before returning your order.

8. Order Cancellations

Orders may be canceled before they have entered processing or shipment.

Once an order has been processed or shipped, it can no longer be canceled and must follow the return procedure outlined in this policy.

9. Lost Packages

If your package is lost during transit, please contact us as soon as possible.

We will work with the shipping carrier to investigate the shipment and determine the appropriate resolution based on the carrier's findings.

10. Chargebacks

Customers are encouraged to contact our support team before initiating a payment dispute or chargeback.

Fraudulent or abusive chargebacks may result in restrictions on future purchases.

11. Contact Us

If you have any questions regarding returns or refunds, please contact us:

PocketCollect

Email: contact@PocketCollect.shop

Phone: +1 (479) 345-1674

Business Address:
Sömmeringstr. 48
89259 Weißenhorn