Refund policy

At PokeSupply AU, orders are packed and dispatched by independent suppliers. Because we sell sealed collectible products, our policy is designed to protect the integrity of every item we send.

All Sales Are Final

All purchases are final by default. We do not accept returns or exchanges based on change of mind, personal preference, or perceived value.

Cancellations

If you need to cancel an order, please contact us at hello@pokesupply.com.au within 2 hours of placing it. Cancellations are only considered if your order has not yet been packed or dispatched. All approved cancellations are subject upto 25% restocking fee.

We are unable to cancel orders that have already been packed, dispatched, or fulfilled.

Pre-Orders

Pre-order cancellations are subject to the same upto 25% fee as standard orders, as we purchase stock specifically for each pre-order placed.

Mystery Boxes

We do not offer change-of-mind returns or exchanges on mystery boxes. Your rights under the Australian Consumer Law still apply. The value guarantee on our mystery boxes is based on the individual retail prices of the items included as listed on our website at the time of packing.

Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please contact us at hello@pokesupply.com.au within 48 hours of delivery with photos of the item and packaging. Reporting damage promptly helps us investigate. This request does not limit your statutory rights.

We provide remedies required under the Australian Consumer Law. For a major problem, you can choose a replacement or refund. Contact us to arrange a remedy.

Refused Delivery

If a parcel is refused or returned to us due to an incorrect address provided at checkout or failure to collect, a 25% restocking fee plus all associated shipping costs will be deducted from any refund issued.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major fault, you are entitled to a replacement or refund. Minor faults may be resolved through repair or replacement at our discretion.

For any queries, contact us at hello@pokesupply.com.au