Refund policy

Damages, Missing Items, or Other Issues

Please inspect your order immediately upon delivery and contact us at support@pokevaults.com within 48 hours if there are any issues such as damage, missing items, or other concerns.
Inquiries made after 48 hours of receiving your order will not be eligible for refunds or replacements.

Please note that minor manufacturer defects (e.g., small cuts in shrink wrap, slight dents, or loose glue on packaging) are common and not eligible for refunds or exchanges. We carefully inspect all products before shipping and never send excessively damaged items.
If you prefer to handpick a sealed item in perfect condition, you may visit our physical storefront to select one in person.

Exchanges

The fastest way to ensure you receive the item you want is to return the original item and place a new order once the return is accepted.

Refunds and Returns

We offer a 30-day return policy, meaning you have 30 days after receiving your order to request a return.

To be eligible for a return:

• Your item must be unopened, in its original packaging, and in the same condition you received it.

• You must provide your receipt or proof of purchase.

To begin a return, contact us at support@pokevaults.com.
If your return is accepted, you’ll receive instructions on how to ship the item back.
Please note:

• Buyers are responsible for return shipping unless otherwise agreed.

• Returns are subject to a 10% restocking fee.

• Items returned without prior authorization will not be accepted.

If a package is returned to us due to an incorrect or undeliverable address, the product cost will be refunded (minus shipping costs) and subject to the 10% restocking fee.

Refunds are issued to the original payment method used at checkout.
If you no longer have access to that method, please contact your payment provider.
Refunds may take up to 7 business days to appear on your statement.

Digital Items

All digital products are non-refundable.
Digital items are delivered via email immediately after purchase and cannot be returned.
Please double-check your order before completing a digital purchase, as no refunds will be issued for these items under any circumstance.

Refunds, Returns, and Cancellations During Sales

Refunds, returns, and cancellations are not permitted during active sales events.
If you wish to cancel or return an order placed during a sale, you must wait until the sale has ended.
If your order is likely to ship before the sale ends, we can hold shipment to allow time for cancellation.

Price Matching

We offer price matching within 14 days of purchase for standard price adjustments.
This does not apply to sale or promotional pricing.