Refund policy

Return Policy

We want you to be completely happy with your order. As a trading card game retailer, some special conditions apply to our products because of their collectible and randomised nature — please read this policy carefully.

Your Right to Cancel

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. You then have a further 14 days to return the goods to us. To start a return, email us at returns@rempokedogg.com with your order number.

Condition of Returned Items

Sealed products (booster boxes, packs, Elite Trainer Boxes, tins, collection boxes, decks): items must be returned unopened with all original factory seals and shrink wrap fully intact. Because the value of trading card products lies in their randomised contents, products with broken, tampered or removed seals cannot be returned or refunded. This does not affect your statutory rights in respect of faulty goods.

Single cards: must be returned in the same condition they were sent, in the original sleeve and top loader. Cards that have been played with, damaged or swapped cannot be refunded.

Accessories: must be unused and in their original packaging.

Change of Mind Returns

For change of mind returns, the cost of return postage is the customer's responsibility and is not refundable. If we provide a prepaid return label, the cost of that label will be deducted from your refund. Original outbound shipping costs are non-refundable on change of mind returns. We recommend using a tracked service, as the items remain your responsibility until they reach us.

Non-Refundable Payment Processing Fees

Refunds made via PayPal do not include the PayPal fee charged, following the change to PayPal's policy of 23rd October 2023 (see "2. Fees – Commercial Transaction Refunds"): PayPal policy archive.

As a result, any change of mind refund will not include the non-refundable PayPal fee of 2.9% + £0.30. Similarly, payments made by debit or credit card incur a non-refundable payment processing fee of 1.5% + £0.25 (2.5% + £0.25 for American Express), which will be deducted from change of mind refunds.

However, if a refund is issued because of damaged goods, our error, or anything else Rempokedogg is liable for, we will refund the full amount paid, including any payment processing fees.

We only ever deduct the exact fee we do not get back from the payment provider, and only where the customer is at fault for the cancellation. Find out more about your cancellation rights and when a business can charge a cancellation fee: gov.uk – Cancelling goods or services.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, contact us at returns@rempokedogg.com within 48 hours of delivery with photos of the item and packaging. We will offer a replacement or a full refund, including original shipping and any payment fees, and we will cover the return postage. Please note that minor cosmetic imperfections to outer packaging (small dents or creases to a booster box) from the manufacturing or distribution process are common with TCG products and do not affect the sealed contents; these are not considered damage.

Pre-Orders

Pre-orders can be cancelled at any time before dispatch. Change of mind cancellations of pre-orders are refunded minus the non-refundable payment processing fee described above. If we are unable to fulfil a pre-order (for example due to allocation cuts), you will receive a full refund including all fees.

Refund Processing

Once we receive and inspect your return, we will confirm your refund by email. Refunds are issued to the original payment method within 5–10 working days. Gift cards are non-refundable.

Questions? Contact us at returns@rempokedogg.com — we are always happy to help.