Returns & Refunds Policy

Last updated: August 2026

At Pokestop, we want every order to arrive as expected and in the condition in which it was sold. Because trading cards and sealed collectible products can lose their value once opened or altered, certain return conditions apply.

Nothing in this policy limits any rights you may have under applicable South African consumer law.

Change-of-mind returns

For eligible products purchased online, you may request a return within 7 days of receiving your order.

To qualify for a change-of-mind return, the product must be:

• Unused and unopened
• In its original packaging
• In the same condition in which it was received
• Complete with all seals, wrapping, inserts and accessories
• Accompanied by your order number or proof of purchase

Please contact Pokestop before sending any item back so that the return can be authorised.

Where a return is made simply because you changed your mind, the direct cost of returning the goods is for the customer’s account, as permitted by applicable law.

Once the returned item has been received and inspected, an eligible refund will be processed to the original payment method. Refunds will be processed within the period required by applicable law.

Opened or used collectible products

Unless required by law, we cannot accept change-of-mind returns for products that have been opened, unsealed, used, altered or damaged after delivery.

This includes products such as:

• Booster packs
• Booster boxes
• Elite Trainer Boxes
• Collection boxes
• Tins
• Blisters
• Sealed TCG products
• Accessories once opened or used

The condition and collectible value of these products can change immediately once the original packaging or factory seal has been opened.

This restriction does not affect your rights where an item is defective, damaged, incorrectly supplied or otherwise protected by applicable consumer law.

Rip & Ship purchases

Pokestop's Rip & Ship service involves sealed products being opened on the customer's instruction.

Once Pokestop has begun opening a Rip & Ship product at your request, the item cannot be returned because of a change of mind or because the cards pulled were not the cards or value you hoped to receive.

Trading card contents and pull rates are determined by the manufacturer and individual pulls cannot be guaranteed.

If Pokestop sends the incorrect product, fails to provide the product purchased, or there is another genuine order issue, please contact us and we will assist.

Damaged, defective or incorrect items

If your order arrives damaged, defective or you receive the wrong product, please contact Pokestop as soon as possible.

Where possible, please provide:

• Your order number
• Photographs of the shipping packaging
• Photographs of the affected product
• A short description of the issue

We recommend notifying us of visible courier or transit damage within 48 hours of delivery where reasonably possible, as this helps us investigate the matter with the courier.

This requested reporting period does not remove any rights you may have under South African consumer law.

Where goods fail to meet applicable statutory standards, remedies will be handled in accordance with the Consumer Protection Act and other applicable law, including repair, replacement or refund where required.

Manufacturer defects

Trading card products can occasionally contain manufacturing issues such as print defects, centering issues, damaged cards or missing components inside otherwise sealed products.

Please contact us if this occurs.

We may assist with the manufacturer or distributor claim process where appropriate. Nothing in this section excludes any remedy that Pokestop is legally required to provide.

Order cancellations

If you need to cancel an order that has not yet been dispatched or prepared for Rip & Ship, contact us as soon as possible.

Where cancellation is available, the refund will be processed back to the original payment method.

Once a Rip & Ship product has been opened at your instruction, it cannot be cancelled because of a change of mind.

Refund processing

Approved refunds are returned to the original payment method used for the purchase.

Your bank or payment provider may take additional time to reflect the funds after Pokestop has processed the refund.

Items returned without approval

Please contact us before returning an item.

Sending a product back without first contacting Pokestop may delay the return or refund process.

Contact us

For any return, refund or order issue, please contact Pokestop through our Contact Us page.

You can also connect with the Pokestop community through our official social channels.