1. Overview

At Poke Spot, we want every Trainer to feel confident about their order. This Return & Exchange Policy explains when products can be returned, exchanged, or refunded, what conditions apply, and how to start a request.

This Policy applies to orders placed at pokespotme.com. Where this Policy conflicts with mandatory consumer rights under applicable Egyptian law, the mandatory law prevails.

2. Return Window

For eligible in-stock items, you may request a return or exchange within 14 days of receiving your order, subject to:

  • Presenting the original order invoice or order number
  • The product and its packaging remaining in good, resaleable condition
  • All included accessories, inserts, gifts, and original packaging being returned

Requests submitted after the 14-day window may not be accepted unless required by applicable law.

3. What Can Be Returned

Change-of-Mind Returns (In-Stock Items)

If you change your mind about an in-stock purchase, you may request a return within the 14-day window provided the item is:

  • Unused and, where relevant, unopened
  • In original, resaleable condition
  • Complete with all accessories, gifts, free inserts, promotional bonuses, and original packaging
  • Accompanied by proof of purchase (order number or invoice)

Defective or Non-Conforming Items

If an item arrives defective or does not match the product description, you may request a return, exchange, or refund regardless of whether it has been opened, subject to inspection.

Wrong Items

If you received a different product than the one you ordered, please contact us as soon as possible so we can correct the order.

4. What Cannot Be Returned

The following are generally not eligible for return or exchange unless a verified defect is confirmed:

  • Opened mystery or random-assortment items (for example, products listed as “one random piece” once the packaging is opened)
  • Items returned without their original packaging, accessories, or included inserts
  • Items showing signs of use, damage caused after delivery, or tampering
  • Items missing the order invoice or proof of purchase, where this cannot otherwise be verified
  • Items returned outside the 14-day window, except where required by law
  • Gift cards, downloadable content, and final-sale items, where applicable

5. Sealed Products and Packaging Condition

Poke Spot sells authentic, factory-sealed Pokémon TCG products. We never search, weigh, reseal, or tamper with sealed booster packs or sealed TCG products.

Please note that minor shelf wear, small dents, manufacturer wrapping variance, or standard retail transit wear on outer packaging do not automatically qualify as defects unless the product page specifically promises collector-grade box condition.

If you require collector-grade outer packaging, please review the product page carefully before purchase. Where collector-grade condition is not promised, cosmetic packaging wear is generally not grounds for return.

6. Damaged or Defective Items

If your item arrives damaged or appears defective, please contact us as soon as possible — ideally within 48 hours of delivery — with the following:

  • Your order number
  • Clear photos of the item, the packaging, and the shipping label
  • A short description of the issue

Shipping costs for confirmed defects: Where a defect is verified after inspection, Poke Spot will bear reasonable return shipping costs in line with this Policy.

Please do not return any item before our team confirms the next steps with you.

7. Pre-Order Returns and Cancellations

Pre-orders reserve stock for an upcoming release. Release dates are estimates and may change.

Pre-order cancellations made before the item ships may be accepted, subject to any cancellation terms clearly disclosed at checkout. Once a pre-order item ships, the standard return rules in this Policy apply unless the item is defective.

If a supplier reduces or cancels an allocation, Poke Spot may partially fulfill, delay, or cancel affected pre-orders and issue an appropriate refund. We will contact you with the next steps if your pre-order is affected.

Promotional gifts, launch bonuses, or special inserts tied to a pre-order are available only while allocated stock lasts unless otherwise stated.

8. How to Start a Return or Exchange

To begin a return, exchange, or defect claim, please follow these steps:

  1. Contact our support team at Cs@pokespotme.com or by hotline at 15242. Include your order number and a brief description of the issue.
  2. Share clear photos of the item, packaging, and shipping label, especially if the issue involves damage, a defect, or the wrong product.
  3. Wait for review instructions from our team before sending anything back. We will confirm whether the request qualifies and how to proceed.
  4. Send the item back as instructed, keeping all original packaging, accessories, gifts, and inserts together with the product.
  5. Inspection and resolution: Once we receive and inspect the returned item, we will process the return, exchange, or refund according to this Policy and applicable law.

9. Refunds

Approved refunds are issued to the original payment method where possible after the returned item has been received and inspected. The refund timeframe depends on your payment method, your bank, and any applicable legal requirements.

Approximate Refund Timeframes

  • Visa / Mastercard: typically processed within several business days after approval, with the funds appearing on your statement based on your bank’s schedule.
  • Cash on Delivery (COD): refunds may be issued through bank transfer, store credit, or another method agreed at the time of approval. Our team will confirm the available options.

Refunds on Discounted or Promotional Orders

If your original order included a promotional code, voucher, or discount, the refund will reflect the actual amount paid after discount allocation, not the original list price. Promotional codes used on returned orders are generally not reissued unless required by law or stated otherwise.

10. Exchanges

Where an exchange is approved, the replacement item is subject to availability. If the requested replacement is unavailable, our team may offer:

  • An alternative item of equivalent value
  • Store credit
  • A refund to the original payment method

Any difference in price between the original and replacement item will be settled before the exchange is dispatched.

11. Return Shipping Costs

Return shipping costs are handled as follows:

  • Defective, damaged, or wrong items: Poke Spot will bear reasonable return shipping costs once the issue is verified.
  • Change-of-mind returns: the customer is generally responsible for return shipping costs, unless otherwise agreed by our support team.
  • Failed delivery returns due to incorrect address or unavailability: additional shipping or handling charges may apply, as described in our Shipping Policy.

12. Order Cancellations Before Shipment

If you wish to cancel an order before it ships, please contact us as soon as possible. Cancellations are easier to process before the order is dispatched. Once an order has shipped, the standard return rules in this Policy apply.

13. Your Legal Rights

Nothing in this Policy excludes or limits any rights you have under applicable consumer protection law in Egypt. Where mandatory consumer rights apply, those rights take priority over the terms in this Policy.