Refund policy
Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, un-damaged, sealed, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at pokemonjotta@gmail.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You are personally liable for any return postage costs to our office address. Our refund process begins once the package has been received and inspected.
We are located in Portugal, so if you are purchasing from abroad, you are personally responsible for paying any import or customs fees after dispatch.
Please contact pokemonjotta@gmail.com if you have any queries.
Lost Item
If your item is lost during transit, please contact pokemonjotta@gmail.com to organise the next steps and possible refund/return process.
Order Cancellation
You can cancel your order freely at anytime prior to receiving your delivery tracking number.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned.
Unfortunately, we cannot accept returns on sale items or gift cards.
We also run a strict no return or refund policy on our Pokejotta Mystery Packs due to the nature of the product and risk of re-sealing. Additionally, we do not accept returns on Booster Packs sold separately.
Please contact info@pokejotta.com for more information or if you have concerns about a specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pokemonjotta@gmail.com.
You can always contact us for any return question at info@pokejotta.com