Returns & Refunds

POKEOUTPOST

Returns & Refund Policy

Last Updated: 20 August 2026

1. Your Statutory Rights

Nothing in this Returns & Refund Policy affects or limits your statutory rights under UK consumer law.

Depending on the type of purchase, your rights may include protections under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

These protections may include the right to:

• Receive goods that are as described.
• Receive goods that are of satisfactory quality.
• Receive goods that are fit for their intended purpose.
• Cancel eligible distance purchases within the applicable cancellation period.
• Receive an appropriate remedy where goods are faulty, damaged, misdescribed or otherwise fail to meet applicable legal requirements.

2. Change-of-Mind Returns for Online Orders

If you purchase eligible goods online or through another qualifying distance-selling method, you will generally have the right to cancel your order within 14 days after receiving the goods, without needing to give a reason.

If your order is delivered in multiple parts, the cancellation period will generally run from the day after you receive the final part of the order.

Once you tell us that you wish to cancel, you must normally return the goods without undue delay and generally no later than 14 days after notifying us.

These cancellation rights are subject to any applicable statutory exceptions.

3. Returning Trading Cards

Trading cards are collectible items and can be particularly sensitive to handling.

If you return an item because you have changed your mind, you are responsible for taking reasonable care of the goods while they are in your possession.

You may handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning. If the value of the goods has been diminished by handling beyond what is reasonably necessary, we may be entitled to make an appropriate deduction from the refund where permitted by law.

• Bending, creasing or folding a card.
• Scratching or damaging the card surface.
• Writing on or marking the card.
• Damaging or altering protective holders or cases.
• Removing or damaging packaging unnecessarily.
• Using or altering a product beyond reasonable inspection.

4. Sealed Products

Where a sealed product is eligible for cancellation, customers should return it in the condition supplied where reasonably possible.

Opening a sealed product does not automatically remove a customer's statutory rights. However, certain types of goods may be subject to statutory exceptions to cancellation rights.

Where no statutory exception applies, any reduction in a refund because of handling or damage will be assessed in accordance with applicable UK consumer law.

5. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged in transit, incorrect, significantly different from its description, or otherwise does not meet your legal rights, please contact PokeOutpost as soon as reasonably possible.

Please provide photographs where they may help us understand the problem, particularly where an item has arrived damaged.

Depending on the circumstances and your statutory rights, the available remedy may include:

• A replacement.
• A repair where appropriate.
• A price reduction or partial refund where applicable.
• A full refund where applicable.

6. Refunds

When a cancellation is made under applicable distance-selling cancellation rights, we will normally issue the refund without undue delay and within the period required by law.

We may delay the refund until we have received the returned goods or until you provide evidence that the goods have been returned, whichever happens first, where permitted by law.

Refunds will normally be made using the original payment method used for the purchase.

Where required by law, the refund will include the applicable standard delivery charge originally paid by the customer. Additional delivery costs chosen by the customer, such as premium or express delivery, may not be refundable where the law permits this.

7. Return Postage

For a change-of-mind cancellation, the customer will normally be responsible for the direct cost of returning the goods to PokeOutpost, unless we have agreed otherwise or applicable law requires us to cover those costs.

If the item is faulty, damaged, incorrect or otherwise does not conform to the contract, PokeOutpost will deal with the reasonable return costs in accordance with the customer's statutory rights.

8. Packaging Returned Items

Customers should package returned cards, slabs, sealed products and other items securely to reduce the risk of damage during return transit.

Where reasonably possible, customers should include the original packaging, accessories and documentation supplied with the item.

Customers should retain proof of postage until the return has been received and the matter has been resolved.

9. Trading Card Authenticity and Return Verification

PokeOutpost takes the authenticity, identity and condition of trading cards seriously.

Returned trading cards may be inspected to confirm that the item returned is the same item originally supplied.

This may include checking:

• Card identity.
• Set and card number.
• Condition.
• Card characteristics and markings.
• Packaging and protective materials.
• Product identifiers.
• Photographic or other records associated with the original sale.

10. Used, Pre-Owned or Imperfect Items

Some products sold by PokeOutpost may be pre-owned, used, opened, damaged or otherwise imperfect.

Where a specific defect, imperfection or condition has been clearly disclosed before purchase, that disclosed condition will be taken into account when assessing whether the item matches its description.

This does not remove any statutory rights that cannot legally be excluded.

11. How to Request a Return or Refund

To request a return, cancellation or refund, please contact PokeOutpost using the contact details published on our website.

Please include:

• Your name.
• Order number.
• Date of purchase.
• The item concerned.
• Reason for the return, where applicable.
• Photographs where the item is damaged, faulty or incorrect.

12. In-Person Purchases

Goods purchased directly from PokeOutpost at a stall, market, event or other physical location do not generally have the same statutory change-of-mind cancellation right that applies to qualifying distance purchases.

However, statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods continue to apply.

13. Grading Services

Where you purchase a PokeOutpost grading service, the service may be subject to separate grading terms and service conditions.

Where a customer asks PokeOutpost to begin performing a service before the end of any applicable cancellation period, additional legal requirements may apply.

Any separate grading terms will not remove statutory rights that cannot legally be excluded.

14. Refund Exclusions

PokeOutpost will not use this policy to exclude, restrict or remove any consumer rights that cannot legally be excluded.

15. Suspected Fraud or Return Abuse

PokeOutpost may investigate suspected fraudulent or dishonest return activity.

• Product substitution.
• Deliberate damage.
• Tampering.
• False or fraudulent claims.
• Repeated dishonest return activity.

Nothing in this section affects a customer's genuine statutory rights.

16. Changes to This Policy

PokeOutpost may update this Returns & Refund Policy from time to time.

The latest version will be published on the PokeOutpost website together with its effective date.

17. Contact

For returns, refunds or questions regarding this policy, please contact PokeOutpost using the contact details published on our website.

POKEOUTPOST
United Kingdom

Important

This policy is intended to explain PokeOutpost's returns and refunds process in clear, practical terms. It does not replace your statutory consumer rights or legal advice.