Refund policy

At PokeSource AU, every order is carefully packed and shipped from our Melbourne warehouse. 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 contact@pokesource.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

Mystery boxes are final sale. No refunds, returns, or exchanges are offered on mystery box purchases under any circumstances. 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 contact@pokesource.com.au within 48 hours of delivery with photos of the item and packaging. Claims submitted after 48 hours may not be accepted.

Where we have made a verifiable error, we will offer a replacement, store credit, or refund at our sole discretion.

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 contact@pokesource.com.au