Refund policy

We have a 30-day warranty policy, which means you have 30 days after receiving your item to request a warranty claim.

To be eligible for a warranty claim, your item must show a manufacturing defect or fault not caused by misuse, and you'll need the receipt or proof of purchase.

To start a warranty claim, you can contact us at pokesnug.support@gmail.com. Please note that items will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your claim 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 warranty claim will not be accepted.

You can always contact us for any warranty question at pokesnug.support@gmail.com.

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.

Exceptions / non-covered items
Certain types of items are not covered under warranty, like items damaged through normal wear and tear, misuse, unauthorized alterations, or improper care. We also do not cover damage caused by accidents after delivery. Please get in touch if you have questions or concerns about your specific item.

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

Exchanges
The fastest way to ensure you get what you want is to submit your warranty claim, and once it's accepted, we'll send a replacement or process it according to the resolution offered.

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 packaging. You'll also need the receipt or proof of purchase.

Refunds
We will notify you once we've received and inspected your item, and let you know if the refund or replacement was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days, or sent a replacement item. 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 claim, please contact us at pokesnug.support@gmail.com.