Refund policy
Returns & Refunds Policy
Pokara Ltd trading as Pokara TCG
We want every customer to shop confidently with Pokara TCG. We take great care when sourcing, inspecting and packing our products.
This policy explains your rights when cancelling an order, returning unwanted items or reporting damaged, faulty or incorrect goods.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Order Cancellations & Unwanted Items
Under the Consumer Contracts Regulations 2013, UK consumers normally have the right to cancel an online purchase within 14 days of receiving their goods, without providing a reason.
Where an order is delivered in multiple parcels, the cancellation period normally begins after receipt of the final parcel.
To exercise this right, email support@pokaratcg.co.uk before the cancellation period expires, clearly stating that you wish to cancel.
Once cancellation has been communicated, you have a further 14 days to return the goods.
We ask that unwanted items are returned:
- In the condition originally received, wherever reasonably possible.
- With original packaging and accessories.
- Securely packaged to prevent damage during transit.
- With factory seals intact wherever possible, particularly for sealed TCG products.
These requests do not remove your statutory right to cancel. However, handling beyond what is reasonably necessary to inspect a product may result in a lawful deduction for any reduction in value.
Customers are responsible for the direct cost of return postage for change-of-mind cancellations.
2. Sealed Trading Card Products
Sealed trading card products include booster packs, booster boxes, Elite Trainer Boxes, tins, collections, starter decks and other factory-sealed products.
The factory-sealed condition of these products is an important part of their collectible and resale value.
We strongly recommend that customers do not open, damage or remove factory seals or protective packaging if they may wish to return a product.
Opening sealed products, breaking shrink-wrap, opening booster packs or revealing randomised card contents can significantly reduce their resale value.
Where handling exceeds what would reasonably be necessary to inspect goods in a physical shop, we may make a deduction from the refund to reflect the actual loss in value, as permitted by law.
Depending on the circumstances, this deduction may be substantial and could amount to the full product price where the value has been entirely diminished.
A broken seal does not automatically remove statutory cancellation rights. Any deduction will be assessed individually and must reflect the actual reduction in value.
3. Individual Trading Card Singles
Individual trading cards are sold in the condition stated within their product listing.
Cards should be handled carefully when inspecting them and returned with any protective packaging wherever reasonably possible.
Damage occurring through excessive handling, scratching, bending, creasing or other avoidable damage may reduce a card's value.
Where such damage results from handling beyond what is reasonably necessary to inspect the card, we may make an appropriate deduction from a change-of-mind refund, where permitted by law.
If a card arrives in a condition materially different from its description, please contact us so we can investigate and provide an appropriate remedy.
4. Damaged, Faulty or Incorrect Goods
We carefully pack orders to minimise the risk of damage during delivery.
If your order arrives damaged, contains an incorrect item or appears faulty, please contact:
Include your order number, a description of the issue and, where available, photographs of the product and packaging.
Photographs can help us resolve issues quickly but are not a mandatory condition of your statutory rights.
Under the Consumer Rights Act 2015, customers have rights relating to faulty, damaged or incorrectly described goods. These include a short-term right to reject qualifying faulty goods within 30 days, with other remedies potentially available afterwards.
Where a return is required because goods are faulty or supplied incorrectly, Pokara TCG will arrange or reimburse reasonable return postage where legally required.
We will not require customers to pursue the manufacturer instead of exercising their statutory rights against Pokara TCG.
5. Cards Damaged Inside Sealed Products
Trading card products may contain randomly assorted cards.
If a card inside a sealed product is discovered to be damaged or defective, please contact us with your order details and evidence of the issue.
We will assess the circumstances and offer an appropriate remedy where required by consumer law.
Manufacturers may offer their own replacement services, and we may provide information about these where helpful. However, manufacturer assistance does not replace your statutory rights against Pokara TCG.
The discovery of an unwanted card, an unfavourable pack opening or the absence of a particular rare card is not, by itself, evidence that a correctly described randomised product is faulty.
6. Return Instructions & Postage
All returns are handled by post.
To obtain return instructions and the appropriate return address, email:
Please include your order number and details of the products being returned.
We will provide return instructions as promptly as reasonably possible.
Customers exercising statutory cancellation rights do not need our prior approval to cancel within the permitted period.
For change-of-mind returns, customers pay return postage. We recommend using a tracked postal service and keeping proof of postage.
Where goods are faulty, damaged or incorrectly supplied, return costs will be handled in accordance with your statutory rights.
7. Refunds
Refunds will be processed without undue delay.
For statutory change-of-mind cancellations, we will refund the eligible amount no later than 14 days after receiving the returned goods or receiving evidence that they have been sent back, whichever occurs earlier.
Refunds will be issued to the original payment method unless otherwise expressly agreed.
Where an entire order is cancelled under the statutory cancellation right, we will also refund the original standard outbound delivery cost. If a premium delivery service was selected, reimbursement may be limited to the cost of our least expensive standard delivery option.
No separate restocking fee applies to statutory cancellations.
Where permitted by law, an appropriate deduction may be made for diminished product value caused by excessive handling.
Any such deduction will be assessed individually.
Payment providers may require additional time for refunds to appear in customers' accounts.
8. Pre-Orders
Customers may request cancellation of a pre-order before dispatch by contacting support@pokaratcg.co.uk.
Where a pre-order is cancelled before dispatch, we will normally provide a full refund.
Once an order has been dispatched or delivered, applicable statutory cancellation and consumer rights continue to apply.
Any estimated product release or delivery dates will be communicated through the relevant product listing or customer correspondence.
9. Exchanges
We do not currently operate a routine change-of-mind exchange service.
Customers wishing to order a different product may return an eligible item in accordance with this policy and place a new order.
This does not affect rights to repair, replacement or other remedies where goods are faulty or not as described.
10. Genuine Products & Quality
Pokara TCG sells genuine trading card products sourced through our suppliers and retail channels.
Factory-sealed products are supplied as received unless the product description clearly states otherwise.
Sealed packaging can occasionally have minor manufacturing or handling imperfections. Any known material damage or condition issues will be disclosed where reasonably identifiable before sale.
Individual cards are described according to their stated condition. We do not guarantee third-party grading outcomes unless expressly stated.
Nothing in this section limits the customer's rights where goods are faulty or not as described.
11. Contact Us
For cancellations, returns, refunds, delivery issues or questions about this policy, please contact:
Pokara Ltd trading as Pokara TCG
Email: support@pokaratcg.co.uk
Website: www.pokaratcg.co.uk
We aim to respond to customer enquiries within 1–2 business days.
This policy does not limit or exclude any rights available under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable UK consumer legislation.