Buying
Step 1: Tell us within 14 days
Use Report a problem on your order, or email us. The 14 days start the day your order is delivered.
Step 2: Post it back within 14 days
Pack it as carefully as we did. Use a tracked service so you can prove it arrived.
Step 3: We check it against the photos
Every card is matched to the front and back photos from its listing before we refund.
Step 4: Refunded within 14 days
To your original payment method, within 14 days of your return reaching us, and usually much sooner.
We grade every raw card against our published condition guide. If you disagree, send us a photo and we'll use this fixed ladder, so nobody has to haggle.
You have 14 days from delivery to cancel, for any reason, under the Consumer Contracts Regulations. Let us know, then send the cards back within 14 days of telling us. You pay for return postage. Your refund includes the original postage you paid, up to the cost of our cheapest service.
Cards need to come back in the condition you received them. If a card has been handled beyond what you'd need to check it (played with, taken out of a slab, or a sealed product opened), we can reduce the refund to reflect the lost value, as the law allows.
Every card is photographed front and back when it's listed, and those photos are kept for good. When a return arrives, we compare it with them, including a digital fingerprint of the photo, to make sure it's the same card in the same condition. That protects every buyer from swapped returns, and it means genuine returns are refunded quickly.
We photograph every order as it's packed. If it arrives damaged, report it on your order page within a couple of days with photos of the card and the packaging. We'll sort a refund or replacement and deal with Royal Mail ourselves.
Your order page shows when to expect it. If that date passes, use Report a problem on the order. Tracked parcels we chase with Royal Mail, and if one is lost we refund you in full.
None of this affects your rights under the Consumer Rights Act 2015. If something is faulty or not as described, you're entitled to a repair, replacement or refund.
Email hello@pokeverse.net with your order number (it starts PV-) and we'll reply within two working days.