Refund Policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at thepokenestsales@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at thepokenestsales@gmail.com.
Pre-Order Policy
Preorders may be cancelled and refunded until allocations and wave breakdown are communicated to customers via email newsletter or social media stories/reels/posts.
All preorders ship within 1 weeks after product arrives to ThePokeNest from distribution. Release dates on products can be changed without notice. Any updates we receive will be shared with you immediately via newsletter and/or ThePokeNest's social media accounts.
Allocations may occur resulting in a refund of your order. Quantities cannot be guaranteed. Waves can not be guaranteed. We will limit PRE-ORDERS to do our best not to run into a situations that requires refunds.
We receive our product directly from certified Pokemon distributors. They arrive brand new and factory sealed. ThePokeNest is not responsible for any manufacturer defects to the packaging or it's contents. This includes rips, tears, or content issues.
Please note if your order contains multiple items, your order will ship when ALL items for that order are received, unless the split shipment fee was assessed for the correct amount of split shipments.
Note all pre-order's are subject to a cancellation fee at anytime If cancelled by the customer. Cancellation fee will be 10% of the total order.
ThePokeNest has the sole right and judgement to deny a preorder cancellation or to cancel a preorder and refund based on reasons including, but not limited to: circumventing preorder policy, abusing order limits, fraudulent orders, voiding terms & conditions, chargebacks, etc.
Order Cancellations
Orders may be cancelled without penalty within the time of processing. Once an order has been processed and is packed for shipment, please note that any order cancellation after order processing incur a 15% restocking fee derived from the total order amount. The order amount, minus the 15% restocking fee will be issued as a refund, plus any additional shipping charges.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Lost Packages
In the event of a lost package or order, we will verify whether insurance was purchased at checkout. If insurance was purchased, we will issue a refund equivalent to the max coverage amount. If insurance was not purchased, ThePokeNest assumes no liability for lost mail, and the customer assumes the responsibility to pursue possible recourse with the mail carrier used.
Electronically Delivered Purchases
Unfortunately, we cannot accept returns on gift cards or any electronically delivered purchases
Exchanges
The fastest way to ensures you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. ThePokeNest offers free returns and exchanges for receiving the wrong item in an order shipment.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Chargebacks
This policy is in place for the protection of both the customer and ThePokeNest. In the event that a customer creates a chargeback with ThePokeNest, a team member will immediately reach out to the customer notifying them of an immediate ban from our business. Any pending orders will be cancelled and held in reserve under the assumption of future chargebacks. The customer will also be notified that any future attempts to make orders will be cancelled and also held in reserve. If a customer threatens in writing to chargeback, any funds held by ThePokeNest will be used as collateral for the chargeback and we will under no circumstances refund prior to the bank's decision.
In the event that ThePokeNest loses a chargeback with the all of the following criteria:
- Valid tracking number & paid postage label
- Customer address provided by the customer at checkout
- Proper return address of ThePokeNest
- Proof of Fulfillment by delivery company
The customer will be fully liable for the complete order amount plus any added fees imposed on ThePokeNest starting at the time of the chargeback loss. ThePokeNest holds the right to collect in its entirety the debt owed by the customer, through any means allowed within Federal and New Jersey law. Furthermore, ThePokeNest may also refer this debt to collection agencies as an outsourced means of debt collection. In the case of potential criminal chargebacks, user data of the customer will be forwarded to the necessary authorities.