Refund policy



PokeSwpz Refund & Return Policy

Returns
At PokeSwpz, we offer a 5-day return window starting from the date your package is marked as delivered. After this period, we cannot accept return requests.

To qualify for a return:

  • The product must be unused, in its original condition, and packaged exactly as received

  • A receipt or proof of purchase is required

Please note: Returns will not be accepted because you decided to keep the item for your personal collection (“PC”). All sales are final in such cases.

Return Process
To begin a return, email us at Support@encollectibles.com Once your request is reviewed and approved, we’ll provide return instructions.
Packages sent back without prior approval will not be accepted.
Customers are responsible for return shipping costs.

Damaged, Incorrect, or Defective Items

Please check your order as soon as it arrives. Contact us immediately if your item:

  • Arrived damaged

  • Is defective

  • Is not what you ordered

We’ll work with you to make it right.

We sell factory-sealed items as provided by the manufacturer. Minor imperfections in packaging—such as small rips in shrink wrap, corner wear, or light scuffing—are considered normal and not grounds for return.

No-Shrink (Unsealed) Boxes

If you receive a non-shrink-wrapped box and believe it was tampered with:

  • Record a single, unedited video of the entire unboxing process

  • All packs must stay fully visible on camera

  • Include a timestamp, your full name, and order number

Tamper claims without video proof will not be accepted.
Dented or damaged no-shrink boxes are not eligible for refunds, as these items are expected to be opened upon arrival.

Non-Returnable Items

We do not accept returns on:

  • Perishables

  • Customized or special-order items

  • Personal use products

  • Hazardous or flammable materials

Unsure if your item qualifies? Email us before purchasing.

Exchanges

We do not process direct exchanges. To swap an item, return the original (if eligible) and place a new order separately.

Refund Timing & Processing

Once your return is received and inspected, we’ll notify you about approval.
If approved, refunds are issued within 5–7 business days. Please allow additional time for your bank to process the refund.

All canceled orders are subject to a 10% cancellation fee.

Preorders & Discount Codes

  • All preorder sales are final — no refunds or cancellations

  • Discount codes must be used at the time of purchase. We will not apply them retroactively

  • If you cancel an order because you forgot a code, the 10% fee still applies

Bot Policy

If you are caught using automation or bots to place an order:

  • Your order will be canceled

  • Your IP address will be permanently blocked

  • A 10% fee will be charged on the canceled order