Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at mitch@pokemad.com.

Please note that returns will need to be sent to the following address: 

Customer Returns 007, PO Box 13671, Brentwood, CM14 9WU

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at mitch@pokemad.com.

Delivery Timescales
All delivery timescales are provided on each product page and the customer cart checkout.

We do not hold our customer's liable for any product sent from us that has not been received.

If you do not receive your item within the provided timescale please contact us via our website's "Contact Us" page so we can investigate with our mailing service, or feel free to email mitch@pokemad.com.

We aim to reply to any customer email within 1 business day.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We expect to receive notification from customers of any damage/issue within 24 hours of delivery.

Exceptions / non-returnable items
We are unable to accept returns for items that are no longer in a factory sealed condition - all items will be thoroughly inspected.

Unfortunately, we cannot accept returns on sale items or gift cards.

Order Amendments
Please note that we are unable to amend any delivery addresses after purchase has been made.

We are also unable to make any changes to the order itself once purchase has been made.

Cancellations can be requested prior to shipment but are subject to a 3% cancellation fee. This fee will be deducted from the refunded amount. This covers the non-refundable payment processing fee we are charged when the initial transaction is made.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original, unopened, factory sealed packaging. You’ll also need the receipt or proof of purchase. Orders returned in an opened condition will not be returned or refunded.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mitch@pokemad.com.