Refund & Returns Policy

Refund & Returns Policy

Effective Date: 16 February 2026

1. Overview

This Refund & Returns Policy is drafted in compliance with the South African Consumer Protection Act 68 of 2008 (“CPA”). At Poke Cartel, we want you to be satisfied with every purchase.

2. Cooling-Off Period (Section 44 of the CPA)

As an online retailer, we recognise your right to cancel an order within 7 (seven) days of receiving your goods, without penalty and without giving a reason. To exercise this right:

  • The product must be unused, unopened, and in its original packaging.
  • You must notify us in writing at pokecartelsouthafrica@gmail.com within the 7-day window.
  • You are responsible for the cost of return shipping unless the item was defective or incorrectly sent.
  • A refund will be processed within 14 business days of us receiving the returned item.

3. Trading Cards & Sealed Products

Due to the nature of Pokemon Trading Card Game products:

  • Sealed products (booster boxes, ETBs, booster packs, collection boxes) are eligible for return under the cooling-off period only if the factory seal is intact and the product is unopened.
  • Single cards and bulk card lots are non-refundable once delivered, as their value depends on the specific card and condition.
  • Graded cards are eligible for return only if the grading slab is undamaged and the card is in the exact condition it was shipped in.

4. Defective, Damaged, or Incorrect Goods (Section 56 of the CPA)

If you receive goods that are defective, damaged, or not what you ordered, you are entitled to a replacement, or a full refund. You must notify us within 7 days of delivery. Please email pokecartelsouthafrica@gmail.com with your order number and photographs of the issue. We will cover return shipping costs for confirmed defective or incorrect items.

5. How to Request a Return

  1. Email pokecartelsouthafrica@gmail.com with your order number, the item(s) you wish to return, and the reason.
  2. We will respond within 3-5 business days with return instructions.
  3. Ship the item back to us using a trackable courier service.
  4. Once received and inspected, we will process your refund or replacement within 14 business days.

6. Refund Method

Refunds will be issued to the original payment method used at checkout. Please allow your bank up to 10 additional business days to reflect the refund.

7. Items Not Eligible for Refund

  • Opened or resealed sealed products.
  • Single cards and bulk lots that have been delivered as described.
  • Items damaged by the customer after delivery.
  • Items returned without prior authorisation from Poke Cartel.