Refund policy
Return and Refund Policy
Last updated: 20 August 2026
We want you to be happy with your purchase from PokieDen. This policy explains your rights when cancelling an order, returning an item or reporting a problem.
Cancelling an order
If you are a UK consumer buying online, you normally have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.
To cancel an order, contact us at hello@pokieden.co.uk within the cancellation period.
If your order has not yet been dispatched, we will try to cancel it before shipment.
Returns
After telling us that you wish to cancel within the 14-day cancellation period, you normally have a further 14 days to return the goods to us.
Returned products must be handled with reasonable care and should be returned with their original packaging where possible.
You are responsible for the cost of returning unwanted goods unless we agree otherwise or the item is faulty, damaged or incorrect.
Trading cards and sealed products
Pokémon, trading card and collectible products can have values that change after release.
Your statutory consumer rights still apply.
Where you return an unwanted sealed product, it should be returned unopened and in the condition in which it was received.
If a sealed product has been opened, damaged or handled beyond what is reasonably necessary to inspect it, we may be entitled to reduce the refund to reflect any loss in value, where permitted by law.
Opening a product does not affect your legal rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.
Individual booster packs and random products
Some products contain randomly selected cards, designs or contents. Receiving a particular card, design, rarity or value is not guaranteed unless specifically stated on the product page.
A customer cannot return a product solely because the random contents were not what they hoped to receive. This does not affect statutory cancellation rights where they apply or your rights concerning faulty or incorrectly supplied goods.
Damaged, faulty or incorrect items
Please inspect your order when it arrives.
If an item is damaged, faulty, incorrect or not as described, contact us as soon as possible at hello@pokieden.co.uk.
Please include your order number and, where appropriate, photographs showing the problem.
Your rights under the Consumer Rights Act 2015 are not affected by this policy.
Refunds
Once we receive and inspect an eligible return, we will process your refund using your original payment method.
Where you exercise your statutory right to cancel the whole order, we will refund the standard outbound delivery charge where required by law. If you selected a more expensive delivery service, such as express delivery, we are not required to refund the additional amount above our standard delivery charge.
Refunds will be made within the time limits required by applicable consumer law. Your bank or payment provider may take additional time to show the refund in your account.
Exceptions
Certain goods may have different cancellation rights where an exemption under consumer law applies. Any applicable restriction will be clearly stated where required and will not affect your statutory rights.
We do not accept returns of gift cards except where required by law.
Return fraud and product tampering
Returned products may be inspected before a refund is issued.
We reserve the right to refuse fraudulent return requests and to take appropriate action where products have been substituted, tampered with or deliberately damaged.
Nothing in this section limits your statutory consumer rights.
Contact us
For cancellations, returns or refund enquiries, contact:
PokieDen
Email: hello@pokieden.co.uk
Website: pokieden.co.uk