Returns & Refunds Policy
Last updated: 31 July 2026
We want you to be completely happy with your purchase. This policy explains how returns, cancellations, refunds and delivery issues are handled. Nothing in this policy affects your statutory rights under UK law.
1. Your Right to Cancel
For online orders, consumers generally have the right to cancel their order within 14 days of receiving the goods, without giving a reason, subject to any statutory exceptions.
To exercise your right to cancel, please contact us at info@pokebruvs.com within the applicable cancellation period.
Once you have notified us of your cancellation, goods should normally be returned within 14 days.
2. Conditions for Returns
Sealed Products
Sealed products such as booster packs, booster boxes, Elite Trainer Boxes, Booster Bundles and other factory-sealed products should be returned unopened and in their original condition.
If a product has been opened, unsealed or tampered with, your statutory rights are unaffected, but your right to cancel may be affected where the condition of the goods has been diminished beyond what would reasonably be necessary to inspect them.
Single Cards
Single trading cards should be returned in the condition in which they were received.
Any reduction in value caused by handling beyond what would reasonably be necessary to inspect the card may be taken into account where permitted by law.
Proof of Purchase
A valid order number or other reasonable proof of purchase is required for all returns.
3. Missing, Delayed or Misdelivered Orders
If your order has not arrived, please contact us as soon as possible.
Where an order is reported as missing, delayed or potentially misdelivered, we will raise an investigation with the delivery provider and obtain the available tracking, delivery and investigation information.
While the delivery provider's investigation is ongoing, we may need to await the outcome of that investigation before determining whether the appropriate remedy is a replacement, refund or further delivery action.
This is particularly important for high-value shipments where the delivery provider may need to investigate delivery scans, photographs, signatures, GPS information, return scans and the movement of the parcel through its network.
We will keep you informed of the progress of the investigation and will take appropriate action once sufficient information is available.
If the delivery provider confirms that a parcel has been lost, we will work with you to provide the appropriate remedy in accordance with your statutory rights.
If the delivery provider confirms that an order was successfully delivered, we may provide the relevant delivery evidence and will review any further information supplied by the customer.
4. Delivery Evidence
For certain delivery services, including tracked and signature services, delivery information may include tracking records, delivery photographs, signatures, delivery scans and other information supplied by the carrier.
Where a delivery is disputed, we may rely on information supplied by the carrier when determining the outcome of the delivery investigation.
Where appropriate, we may provide relevant delivery evidence to the customer, payment provider, marketplace or other authorised organisation involved in resolving the dispute.
5. Refunds
Where a refund is due, it will normally be processed to the original payment method.
For statutory cancellations, refunds will be processed within the timescales required by applicable UK consumer law. Where goods have been returned, this will normally be within 14 days of receiving the returned goods or, where applicable, receiving evidence that they have been returned.
Where a customer has chosen a more expensive delivery service than our least expensive standard delivery option, we are only required to refund the cost of the least expensive standard delivery option where the statutory right to cancel applies.
6. Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged or not as described, please contact us as soon as possible and provide photographs where appropriate.
We will assess the issue and provide the appropriate remedy in accordance with the Consumer Rights Act 2015 and other applicable consumer legislation.
This may include a replacement, repair, price reduction or refund depending on the circumstances and your statutory rights.
7. How to Start a Return
To request a return, cancellation or report an issue with an order, please contact:
info@pokebruvs.com
Please include your order number and details of the item(s) concerned.
8. Return Shipping
Where you exercise your statutory right to cancel because you have changed your mind, you will normally be responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to cover those costs.
Where an item is faulty, damaged, incorrect or otherwise requires a remedy under your statutory rights, we will arrange an appropriate resolution in accordance with applicable law.
We recommend using a tracked and insured service when returning higher-value items. Poke Bruvs cannot be responsible for goods that are lost or damaged while being returned by a customer unless required by law.
9. Statutory Rights
Nothing in this policy limits, excludes or otherwise affects any rights you have under UK consumer law.
Where this policy differs from your statutory rights, your statutory rights will apply.
