Returns & refunds

Changing your mind

You may tell us that you wish to cancel an eligible online order within 14 days after the day you receive it. After telling us, you must send the goods back within a further 14 days.

Email support@pokepitch.co.uk with your order number and the items you want to return before posting anything.

Return condition

Please return products complete, securely packed and in the condition received. You may inspect an item as you reasonably would in a shop. If handling, opening or tampering reduces a collectible product’s value, we may make a lawful deduction from the refund to reflect that loss in value.

This does not limit your rights where an item is faulty, damaged, counterfeit or not as described.

Return postage

For a change-of-mind return, you are responsible for the return postage cost. Use a tracked service and keep proof of posting. If we sent the wrong item, or it arrived faulty or damaged, contact us first so we can agree an appropriate return method and cover reasonable return costs where required.

Refunds

For an eligible cancellation, we refund the returned goods and the cost of our least expensive standard delivery option. We process the refund without undue delay and normally within 14 days after receiving the goods back, or after you provide evidence that you sent them, whichever is earlier. Refunds are made to the original payment method.

Extra delivery charges chosen above the standard service are not refundable unless required by law.

Damaged, faulty or incorrect goods

Contact support@pokepitch.co.uk as soon as possible with your order number, a description of the issue and clear photographs of the item and outer packaging. Keep the packaging until we confirm the next step. Your statutory rights under UK consumer law are unaffected.

Exchanges

Exchanges are available only when replacement stock exists. If an exchange is unavailable, we will discuss the refund or other remedy that applies.

Pre-orders and cancellations before dispatch

Email orders@pokepitch.co.uk promptly if you want to cancel before dispatch. Once an order has shipped, the return process above applies.

How to start a return

1. Email support@pokepitch.co.uk.
2. Include your order number, the item and the reason for contacting us.
3. Wait for return instructions before sending the parcel.
4. Pack it securely and retain proof of posting.

Do not send returns to any address shown by a payment provider or courier unless PokéPitch confirms it in writing.