Refund Policy

1. Friendly Reminder

If you encounter any issues with your order, please review this return policy first and contact our customer service for assistance.
📧 Customer Service: support@pokeratelier.com

2. Return & Exchange Policy

2.1 Non-Returnable/Non-Exchangeable Items

The following situations are considered customer-related reasons and do not qualify for returns or exchanges:
  • Changed mind or no longer want the product
  • Correct size but texture/thickness differs from expectations
  • Unsatisfied with the number of cards/thickness
  • Product meets quality standards but does not meet personal expectations
  • Color differs from expectations (e.g., due to screen display variations)
  • Wrong item or order placed by mistake
  • Misunderstanding of product images/descriptions
  • Normal manufacturing tolerance of ±1mm in dimensions
  • Shipping delays
  • Slight color variations between different production batches
  • Differences in backside tone due to finishing (e.g., glossy vs. matte)
  • Card feel or flexibility not as expected
  • Normal seams on the edges of oversized gift boxes

2.2 Eligible for Return/Exchange

The following situations qualify for returns or exchanges (clear photos and detailed descriptions required):
  • Received the wrong item (e.g., incorrect card design, size, or quantity)
  • Card material (e.g., plastic, paper) seriously inconsistent with the order description
Note: Before initiating a return/exchange, please contact customer service to confirm the issue and obtain the return address. Do not refuse delivery or ship the package back to the original shipping address. Returns will not be processed or refunded.

2.3 Return Shipping & Refunds

  • Return Shipping Cost: Borne by the customer.
  • Refund Amount: 80% of the order amount (packaging, handling, and logistics fees will be deducted).
  • Processing Time: Refunds will be processed within 5 business days after we receive and inspect the returned item.
  • If You Haven’t Received Your Refund: a. Double-check your bank account b. Contact your credit card company c. Contact your bank (refunds typically take 5 business days to process) d. If still unresolved, contact support@pokeratelier.com

2.4 Return Timeframe

Eligible return requests must be submitted within 30 days of receiving the item.
Late submissions may be denied. Please inspect the product promptly upon receipt.

3. Refund Policy

Refunds are not applicable for the following customer-related issues:
  • Incorrect shipping address leading to delivery failure
  • Recipient unavailable to sign for the package
  • Package lost after delivery due to safety concerns in the delivery area
  • Unjustified refusal of delivery
Note: Shipping fees are non-refundable once the order has been shipped.

4. Order Cancellation

  • Within 12 hours of order placement: Contact support@pokeratelier.com for a full refund.
  • After 12 hours: If the product has entered production, a 30% cancellation fee (of the order amount) will apply.
  • Orders already produced or shipped cannot be cancelled or refunded.

5. Order Modification

If you selected the wrong size, design, or material, please contact customer service within 12 hours of placing the order to request modifications.
Any price differences will be refunded or charged accordingly.

6. Disputes & Chargebacks

Filing a transaction dispute or bank chargeback may result in funds being frozen for up to 90 days.
For a faster resolution, please contact customer service first to resolve any issues.

7. Customer Service

📧 Email: support@pokeratelier.com