Last Updated: April 2026
At TCGPokemonEX, we stand behind the quality and authenticity of every item we sell. We understand that high-end collecting requires trust, which is why our policy is designed to protect both the integrity of our inventory and your investment.
1. 14-Day Right to Cancel (Sealed Products)
In accordance with UK and EU Consumer Rights, you have the right to cancel your order within 14 days of receiving your items.
- Condition Requirement: For a full refund, items must be returned in their original, unopened, and sealed condition.
- Tamper Check: Any evidence of tampering with factory seals, shrink wrap, or adhesive on booster boxes and packs will void your right to a refund.
2. Single Cards (Individual Assets)
Due to the volatile nature of the Pokémon TCG market and the risk of card-swapping:
- All Sales Final: Individual cards (Singles) are sold as “final sale” assets.
- Exemptions: Returns are only accepted if the card arrives significantly not as described (e.g., wrong card) or is damaged during transit.
- Condition Verification: We provide high-resolution photography for all cards over £50. By purchasing, you agree to the condition shown in these images.
3. Non-Returnable Items
The following items are strictly non-returnable:
- Opened Booster Packs, Elite Trainer Boxes, or Collection Chests.
- Graded Cards (PSA, BGS, CGC) where the case has been tampered with or cracked.
- Digital Codes or Virtual Items.
- Items purchased during “Final Clearance” or “Flash Sale” events.
4. Damaged or “Not as Described” Items
If your item arrives damaged or is not the item you ordered, please contact our 24/7 Support within 48 hours of delivery.
- Evidence Required: You must provide clear photos of the packaging and the item.
- Resolution: We will provide a pre-paid return label. Once the item is inspected and verified, we will issue a full refund or a replacement (subject to availability).
5. The Refund Process
- Inspection: Once your return is received, it will undergo a multi-point inspection to ensure it matches our original security images and weight logs.
- Timeline: Approved refunds are processed back to your original payment method PayPal, etc.) within 5-7 business days.
- Shipping Costs: Unless the return is due to our error or damage, the customer is responsible for return shipping costs. We strongly recommend using a tracked and insured service for high-value returns.