PokéRoll
Returns Policy
Last updated: June 2, 2026
We want you to be happy with every card. If something isn’t right, this policy explains when you can return an item, how to start a return, and how refunds work.
Return window
You may request a return within 14 days of delivery. To be eligible, the card must be in the same condition you received it and, for graded slabs, the case must be unopened and untampered.
What can be returned
- Not as described — if a card’s condition or grade materially differs from its listing, you’re covered for a full refund or replacement.
- Damaged in transit — if your card arrives damaged, contact us within 48 hours of delivery with photos of the item and packaging.
- Wrong item — if you received the wrong card, we’ll cover return shipping and send the correct one or refund you.
- Change of mind — accepted within the 14-day window, provided the card is unaltered and in its original condition. Return shipping is the buyer’s responsibility in this case.
What can't be returned
- Cards that have been removed from their sleeve/toploader and altered, cleaned, trimmed, or otherwise tampered with.
- Graded slabs that have been opened or cracked.
- Items returned after the 14-day window, or without proof of purchase.
Because most listings are one-of-a-kind, we generally issue a refund rather than an identical exchange when stock is unavailable.
How to start a return
- Email returns@pokecards.example with your order number and the reason for the return.
- We’ll reply with a return authorization and the address to ship to. Please don’t send items back before you receive this.
- Pack the card as carefully as we shipped it — sleeve, toploader, and a rigid mailer — and use a tracked service. We aren’t responsible for returns lost in transit.
Refunds
Once we receive and inspect your return, we’ll email you the outcome. Approved refunds are issued to your original payment method, typically within 5–10 business days. Original shipping charges are refunded only when the return is due to our error (not-as-described, damaged, or wrong item).
Order cancellations
Need to cancel? Contact us as soon as possible. If your order hasn’t shipped yet, we’ll cancel it and refund you in full. Once it’s in transit, the standard return process applies.
Contact us
Questions about a return? Email returns@pokecards.example and we’ll help you out.