Return & Refund Policy

Our Return & Refund Policy

Last Updated: 26 Feb, 2026

At CustomPokeCards.com, every product is individually created and personalized specifically for each customer. Because of the custom nature of our products, please review the following policy carefully before placing your order.

1. Customer Acknowledgement

By placing an order, the customer confirms that they have reviewed:

• Product descriptions
• Product photos and examples
• Pricing information
• Product specifications
• Customization details submitted during checkout

Customers acknowledge that all products are custom-made and produced specifically for them.

2. Custom & Personalized Products

All custom and personalized products are considered Final Sale.

Because personalized products cannot be resold or restocked, we do not accept returns, exchanges, or refunds for:

• Change of mind
• Buyer's remorse
• Personal preference
• Subjective dissatisfaction
• Claims regarding perceived value
• Claims that the item is "not worth the price"
• Minor aesthetic preferences
• Ordering mistakes made by the customer
• Incorrect names, photos, text, or customization details submitted by the customer

3. Acceptable Product Variations

Due to the custom manufacturing process, minor variations may occur and do not constitute defects.

These may include:

• Slight color differences
• Minor brightness variations
• Cropping differences
• Image positioning variations
• Engraving placement variations
• Print alignment variations
• Texture differences
• Minor manufacturing tolerances

Such variations are considered normal and are not grounds for refunds, replacements, returns, or chargebacks.

4. Eligible Refund or Replacement Claims

A refund, replacement, or other remedy may be considered only if:

• The product arrived physically damaged
• The wrong item was delivered
• The product contains a verified manufacturing defect
• The received item materially differs from the approved design or product description

All claims are subject to review and verification.

5. Reporting Deadline

Any claim regarding:

• Damage
• Manufacturing defects
• Incorrect items
• Material differences from the description

must be reported within seven (7) days of confirmed delivery. Claims submitted after this period may be denied.

6. Required Evidence

To investigate any claim, customers must provide sufficient evidence upon request.

Required evidence may include:

• Clear photographs of the product
• Close-up photographs showing the issue
• Photographs of all packaging materials
• Photographs of the shipping label
• Video evidence showing the alleged issue
• Additional information reasonably requested by our support team

Claims involving damage, defects, incorrect items, or products alleged to be materially different from the description will not be eligible for refund, replacement, or other remedy unless sufficient evidence is provided.

Failure to provide requested evidence may result in denial of the claim.

7. Not-As-Described Claims

Claims that a product is "not as described" must identify the specific discrepancy between:

• The received item
• The approved design
• The product listing
• The published product description

General dissatisfaction, unsupported opinions, or vague statements without objective evidence do not establish that a product is defective or materially misrepresented.

8. Investigation Process

Customers agree to cooperate with our investigation process.

We reserve the right to:

• Request additional photographs
• Request video evidence
• Request clarification regarding the reported issue
• Review production records
• Review order information
• Review shipping and delivery records

Failure to cooperate with a reasonable investigation may affect eligibility for a refund, replacement, or other remedy.

9. Return Authorization

No returns will be accepted without prior written authorization.

Customers must contact:
contact@custompokecards.com

before returning any merchandise.

Unauthorized returns may be refused, discarded, or returned to sender without refund.

10. Return Conditions

If a return is approved, the item must:

• Be returned in substantially the same condition received
• Include original packaging when available
• Include all included accessories or inserts
• Be shipped using a trackable shipping method

Items showing customer-caused damage, alteration, misuse, or missing components may be denied.

11. Return Shipping Costs

Unless the error was caused by us:

• Customers are responsible for return shipping costs
• Original shipping fees are non-refundable
• Any applicable processing fees may be deducted from approved refunds where permitted by law

12. Inspection and Resolution

Upon receipt and inspection of any approved return, we may, at our sole discretion:

• Approve or deny the claim
• Issue a replacement product
• Issue a partial refund
• Issue a full refund
• Offer store credit
• Provide another reasonable resolution

Refunds are not guaranteed solely because a claim is submitted.

13. Chargebacks and Payment Disputes

We strongly encourage customers to contact us before initiating a chargeback, payment dispute, or claim with a payment provider.

Customers agree to provide us with a reasonable opportunity to investigate and resolve any issue before seeking third-party intervention.

If a dispute is initiated, we reserve the right to submit all relevant evidence, including but not limited to:

• Product descriptions
• Product photographs
• Listing screenshots
• Customization details
• Order confirmations
• Production records
• Shipping records
• Tracking information
• Delivery confirmation
• Customer communications
• Submitted photographs and videos
• This Return & Refund Policy

14. Fraud Prevention

To protect both customers and our business, claims may be reviewed for accuracy and consistency.

Materially inaccurate, unsupported, or contradictory claims may be documented and submitted as part of any dispute investigation or payment processor review.

15. Refund Processing

If a refund is approved, it will be issued to the original payment method.

Processing times may vary depending on the customer's bank, credit card issuer, or payment provider.

16. Contact Us

For all questions regarding returns, refunds, replacements, or order issues, please contact:

contact@custompokecards.com

We are committed to reviewing all legitimate concerns fairly and professionally.