Returns & Refunds
Current service: sandbox testing. Payments, balances, shipping labels and payouts are test workflows. Do not pay real money or send physical goods. Consumer-rights information below does not turn a test order into a commercial sale.
Effective: 20 October 2026 · Operator: POKEMARKET OÜ (registry code 17628205)
Contact: support@mypokecard.eu · Account → Purchases → Report a problem / Contact → Open support tickets
First: check who sold the product
PokeCard is a marketplace. The identity and actual status of the seller determine consumer rights. Do not assume that a username or a Pro badge establishes whether someone is a private seller or trader. Buyer rights differ depending on seller status. The platform assists with complaints, payments and refunds but is not automatically the seller of each item.
1. Consumer purchase from a business seller
A consumer who buys a product online from a trader generally may withdraw without giving a reason within 14 days after the consumer (or their designated recipient, other than the carrier) physically receives the goods, subject to specific statutory exceptions. For multiple goods sent separately under one order, the period may run from receipt of the last item. The right is not lost merely because the order came from an online auction.
To withdraw, notify the seller or submit the Withdraw from purchase link in the footer or order details, a support ticket, or email support@mypokecard.eu, clearly identifying the order and stating the decision to withdraw. You may use the sample form below but are not required to. Notice sent before the deadline is sufficient. The online form records your notice and its timestamp and queues an email acknowledgment to your verified account email. You can also download the acknowledgment after submission. Acknowledgment is receipt of your notice, not a decision on a refund; a reason is not required.
The consumer must return the item to the return address supplied by the seller or in the approved return instructions without undue delay and normally no later than 14 days after notifying withdrawal. Unless the seller agreed otherwise or failed to inform the buyer before purchase, the consumer bears the direct cost of returning an unwanted item. We recommend a tracked, insured return for valuable cards; the buyer must not be forced to buy an unnecessarily expensive service.
The relevant trader refunds the price and standard outward delivery charges no later than 14 days after receiving the withdrawal notice, but may lawfully withhold the refund until it receives the item back or receives proof of return shipment (whichever is earlier). Extra costs for a more expensive delivery option selected by the consumer need not be refunded if standard delivery was offered. Refunds normally use the original payment method unless an alternative is expressly agreed without extra cost to the consumer.
The consumer may inspect goods as reasonably possible in a physical shop. If handling beyond what is necessary to establish their nature, characteristics and functioning demonstrably reduces value, a lawful value deduction may be made. For collector merchandise, opening a sealed booster box or pack may materially reduce its resale value, but does not automatically eliminate the statutory withdrawal right. No automatic “all opened sealed products are non-returnable” rule applies just because they are collectibles.
2. Private-to-private purchases
A purchase from a genuinely private seller generally does not carry the EU trader-to-consumer 14-day change-of-mind withdrawal right or the statutory two-year consumer conformity guarantee. The buyer and private seller may agree voluntary returns. Nevertheless, failure to deliver, a counterfeit card, or a materially inaccurate description may give rise to rights under general contract law. File a ticket promptly and retain listing photos, payment confirmation and conversations. The private seller must not misrepresent their status to avoid consumer law.
3. Incorrect, damaged, counterfeit or missing goods
Do not treat these cases as ordinary change-of-mind returns. Contact the actual seller and create a PokeCard support case describing the issue, with photos of the outer parcel, packaging, labels and item and any available unboxing evidence. The platform may pause a payout while the facts are assessed. Buyers should follow approved return instructions so evidence, refund and delivery records are preserved.
For goods bought from a trader, the consumer retains mandatory statutory conformity remedies, including applicable repair, replacement, price reduction or contract termination. In Estonia, the seller is generally responsible for relevant defects discovered within two years after delivery, subject to the statutory requirements; no platform policy can remove that right. Where the seller is responsible for a defect, the remedy must not impose prohibited costs on the consumer. Report discovered defects promptly, including within applicable statutory notice periods.
4. Pre-dispatch cancellation, failed delivery and refunds
A seller may approve cancellation before dispatch; the buyer can also exercise any statutory withdrawal right, whether or not shipment has begun. If the listing cannot be fulfilled, payment fails, the shipment is confirmed lost, or a claim is decided in the buyer's favour, the relevant amounts are refunded under applicable law and payment-provider processes. Carrier and banking processing times may affect when funds appear in the account.
5. Paid PokeCard services
PokeCard Pro is a one-month purchase without automatic renewal. Listing promotion, where offered, is generally a 24-hour service. For consumers, statutory withdrawal rights for services apply; when immediate service starts on the consumer's express request, lawful proportional charges or narrowly defined loss of withdrawal rights for fully performed services require the statutory information and affirmative consent. A blanket “no refunds” exclusion does not apply.
6. Submitting and escalating a complaint
Use the order-specific ticket, or support@mypokecard.eu. Include the order number, seller, item and desired remedy. We may request further information and notify both parties of decisions affecting the transaction. Where POKEMARKET OÜ is the responsible trader, written consumer complaints will be answered in accordance with Estonian statutory deadlines, normally within 15 days or with a written reason for delay.
For an unresolved dispute with a trader, eligible consumers may approach the Estonian Consumer Disputes Committee: https://ttja.ee/en/private-client/consumer-rights/consumer-rights-and-obligations/consumer-claims . For sales by third-party businesses, that seller is the responsible trader. The old EU Online Dispute Resolution (ODR) portal closed in July 2025 and is not an available claims channel.
Model withdrawal notice (optional)
To: [name of trader/seller, or via PokeCard Support at support@mypokecard.eu]
I hereby notify you that I withdraw from the contract for the purchase of: [product]
Order reference: [number]
Ordered on: [date]; received on: [date]
Consumer name: [name]
Consumer email/address for correspondence: [details]
Date: [date]
No reason for withdrawal is required.
Important: This form is for statutory consumer withdrawal where applicable. It does not imply that purchases from genuinely private sellers have a statutory 14-day change-of-mind period.