Refund policy
Returns, Refunds and Cancellations Policy – PokéElite TCG
Last updated: 29 June 2026
1. Right of withdrawal and returns
In accordance with current regulations, you have 14 calendar days from receipt of the order to exercise your right of withdrawal and request a return, with no need to give a reason.
For the return to be accepted, the item must meet the following conditions:
- Be in its original condition, unused and with no signs of tampering.
- Keep the original packaging and factory seals intact.
- Include the receipt or proof of purchase.
To start the return process, you must contact us first by writing to tcgpokeelite@gmail.com or via WhatsApp at +34 644 401 660, stating your order number and the reason.
Returns must be sent to the following address:
Calle San Valeriano 12-23, Torrent, Valencia 46900, Spain
Items returned without having requested the return beforehand will not be accepted.
2. Return costs
Except for defective products or shipping errors, return costs are borne by the customer. In the case of withdrawal, we will refund the product amount and the standard outbound shipping costs; only the direct cost of returning the goods (return shipping) is at your expense. For voluntary cancellations of the order before shipping, we may deduct the payment-gateway fees actually incurred. For returns due to a defective product or our error, we will cover all costs.
3. Refunds
Once we receive the item and verify that it is in suitable condition, we will refund the corresponding amount using the same payment method used for the purchase.
The refund will be made within a maximum of 10 business days from receipt of the product. If more than 15 business days have passed and you have not received the refund, please contact us.
If the product shows signs of use, opening or tampering, we reserve the right to reject the return or apply a deduction to the amount to be refunded.
4. Defective or incorrect products
If you receive a defective, damaged or incorrect item, you must notify us within a maximum of 48 hours of receiving the order.
In these cases, PokéElite TCG will cover the collection and replacement costs.
To process the incident, we will need you to send us at least three photographs:
- Of the outer packaging of the order.
- Of the shipping label.
- And of the affected product.
To speed up the claim, we recommend recording a continuous video of opening the package, from the sealed packaging until the affected product is shown. For high-value sealed products, PokéElite TCG may record the contents and packaging of each shipment before dispatch.
5. Order cancellations
You may request the cancellation of an order as long as it has not been shipped. To do so, write to us as soon as possible.
If the cancellation is confirmed, a penalty of 2% of the total amount will be applied, corresponding to the platform's transaction fee.
If the order has already been shipped, you must process it as a return after receiving it.
6. Pre-orders and reservations
Pre-order products are requested from the distributor exclusively for the customer who places the reservation.
Allocation by order of purchase: pre-orders do not guarantee delivery of the product. Units are allocated strictly in the order in which the orders were received.
Estimated date: the stated arrival date is approximate and may be brought forward or delayed for reasons beyond the store's control (manufacturer or distributor).
Cancellation: as this is a made-to-order product, it will not be possible to cancel or refund pre-orders more than 2 hours after purchase, without prejudice to the rights granted to consumers by current legislation.
Stock cuts and refund guarantee: in the TCG sector, distributors and manufacturers may cut the units allocated to stores at the last minute and without prior notice. PokéElite TCG is not responsible for these distribution decisions by the manufacturer. If, due to a stock cut beyond the store's control, we cannot fulfil your unit, we will cancel that part of the order and refund its amount in full and immediately.
If an order contains products with different release dates, the complete order will be shipped once all of them are available.
We recommend carefully reviewing all the product details before confirming the reservation.
7. Withdrawal form
The right of withdrawal may be exercised by email only at tcgpokeelite@gmail.com, by means of an unequivocal statement or using the following model:
To SNK OG SLU (PokéElite TCG), Calle San Valeriano 12-23, Torrent, Valencia 46900 – tcgpokeelite@gmail.com:
I hereby give notice that I withdraw from my contract of sale of the following product: __________
Order no. / received on: __________
Consumer's name: __________
Consumer's address: __________
Date: __________
8. Rejected or uncollected orders
If a shipment is refused at delivery or not collected within the carrier's deadline and is returned to us, the actual round-trip shipping cost will be deducted from the refund. If you want it reshipped, shipping costs must be paid again.