Refund policy

At OnPokemon, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully before requesting a return or refund.

1. Return Eligibility

You may request a return within 30 days of receiving your order if the item:

Is unused and in its original condition.
Is returned in its original packaging with all included accessories.
Is accompanied by proof of purchase (such as your order number or receipt).

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items are not eligible for return unless they arrive damaged or defective:

Opened trading card booster packs or sealed products that have been opened.
Digital products or downloadable content.
Gift cards.
Clearance or final sale items.
Personalized or custom-made products.
Items returned without prior authorization, where required.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

Your order number.
A description of the issue.
Clear photos of the item and its packaging.

If your claim is approved, we will offer an appropriate solution, which may include a replacement, refund, or store credit.

4. How to Request a Return

To initiate a return, please contact our customer support team.

Email: contact@Onpokemon.shop

Please include:

Your full name.
Order number.
Reason for the return.
Photos if the item is damaged or incorrect.

Do not return any items until you have received return instructions from our support team.

5. Return Shipping

If the return is due to our error (such as an incorrect, damaged, or defective item), we will cover the reasonable return shipping costs where applicable.

If the return is for any other reason, the customer is responsible for return shipping costs unless otherwise required by applicable law.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

6. Refund Process

Once we receive and inspect your returned item, we will notify you of the status of your refund.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear, depending on your payment provider or financial institution.

Original shipping charges are generally non-refundable unless the return is due to our error or required by applicable law.

7. Exchanges

We replace items only if they are defective, damaged, or incorrect.

If you would like to exchange an eligible item for the same product, please contact us before returning your order.

8. Order Cancellations

Orders may be canceled only if they have not yet been processed or shipped.

If your order has already entered processing or has been dispatched, it cannot be canceled. In that case, you may request a return after receiving your order if it meets the eligibility requirements outlined in this policy.

9. Refused Deliveries and Undeliverable Packages

If an order is returned to us because:

An incorrect shipping address was provided.
The package was refused by the recipient.
The package was not collected from the carrier.

We may deduct any return shipping charges or other applicable fees from your refund, where permitted by law.

10. Late or Missing Refunds

If you have not received your refund:

Check your bank account or payment method.
Contact your credit card provider or payment service, as processing times may vary.
Contact your bank.

If you have completed these steps and still have not received your refund, please contact us.

11. Contact Us

If you have any questions regarding returns or refunds, please contact us:

OnPokemon

Email: contact@Onpokemon.shop

Phone: +1 (479) 345-1674

Business Address:
5 Woodwark Crescent
DIMBULAH QLD 4872

Australia