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Return Policy

Last Updated: January 1, 2025

Introduction

At POKE UNDERGROUND (PokeTurbo.com), we want you to be completely satisfied with your purchase. This Return Policy explains your rights and our procedures for returns, exchanges, and refunds.

Company Information:

  • Company Name: POKE UNDERGROUND
  • Registration Number: 914 826 383 RCS Paris
  • Registered Office: 63 RUE BALARD, 75015 PARIS, FRANCE
  • Contact Email: support@poketurbo.com

Right of Withdrawal (EU Customers)

Legal Right

In accordance with European consumer protection laws, consumers (individuals purchasing for non-professional purposes) have the right to withdraw from their purchase within 14 days from the date of receipt, without providing a reason.

This right applies only to consumers and does not apply to business or professional customers.

Important Exceptions

The right of withdrawal does NOT apply to:

Sealed Products:

  • Booster packs, displays, booster boxes, and Elite Trainer Boxes that have been opened
  • Any sealed products where the original seal has been broken
  • Reason: Hygiene, product protection, and preservation of product integrity

Personalized Products:

  • Custom or made-to-order items
  • Personalized cards or accessories

Digital Products:

  • Digital downloads that have been accessed or used

Perishable Products:

  • Products that deteriorate quickly or have a short shelf life

Return Conditions

To be eligible for a return, products must meet ALL of the following conditions:

Product Condition Requirements

Must Be:

  • In original, unused condition
  • In original packaging, intact and undamaged
  • Sealed (for sealed products like booster packs, ETBs, boxes)
  • Complete with all accessories, inserts, and documentation
  • Free from any signs of use, wear, or damage

Must Include:

  • All promotional items or gifts included with the product
  • Original protective packaging (sleeves, wraps, etc.)
  • All components as originally received

Not Acceptable:

  • Opened sealed products
  • Damaged packaging
  • Missing components or accessories
  • Products showing signs of use
  • Products with damaged or removed seals

Products that do not meet these conditions will be refused and returned to you at your expense.

Return Process

Step 1: Contact Us

Contact us at support@poketurbo.com within 14 days of receiving your order.

Provide the following information:

  • Your order number (found in your confirmation email)
  • List of products you wish to return
  • Reason for return (optional but helpful)
  • Photographs of products if applicable

Response Time: We will respond within 48 business hours.

Step 2: Return Authorization

We will review your request and send you a return authorization email containing:

  • Return address for shipment
  • Detailed return instructions
  • Return Authorization (RA) number
  • Deadline for returning the product

Important: Do not ship products without a Return Authorization number. Unauthorized returns may not be processed.

Step 3: Prepare Your Package

Packaging Guidelines:

  • Use the original product packaging whenever possible
  • Pack items securely to prevent damage during transit
  • Use adequate cushioning and protective materials
  • Seal the package properly

Include in Package:

  • Printed copy of your order confirmation or packing slip
  • Return Authorization number (write it clearly on the outside)
  • Note with: your order number, RA number, and list of returned items

Do NOT include:

  • Personal items or items from other orders
  • Cash or checks

Step 4: Ship Your Return

Shipping Method:

  • Use a traceable shipping method (with tracking number)
  • Consider purchasing shipping insurance for valuable items
  • Keep your proof of shipment and tracking number

Shipping Address: The return address will be provided in your Return Authorization email. Do not ship to our registered office address.

Shipping Costs:

  • Customer is responsible for return shipping costs
  • Exception: Returns due to our error (wrong item, defective product) - we cover shipping

Our Recommendations:

  • Use a carrier that provides tracking
  • Insure packages with high value
  • Keep all shipping receipts and tracking information

Important: We are not responsible for packages lost or damaged during return shipment. This is why we strongly recommend trackable and insured shipping.

Step 5: Processing Your Return

Upon Receipt:

  • We inspect returned products within 3-5 business days
  • We verify products meet return conditions
  • We check for damage or missing items

If Approved:

  • Refund is processed within 14 days of receiving the return
  • You receive a confirmation email

If Rejected:

  • You are notified via email with explanation
  • Products are returned to you at your expense
  • No refund is issued

Refund Policy

What Is Refunded

Your refund includes:

  • Price of returned products
  • Original shipping costs (only if entire order is returned)
  • Applicable taxes

What Is NOT Refunded

The following are not included in refunds:

  • Return shipping costs (unless return is due to our error)
  • Original shipping costs (for partial returns)
  • Customs duties or import taxes you paid
  • Payment processing fees (if applicable)

Refund Method

Refunds are issued to your original payment method:

  • Credit/debit card: 5-10 business days to appear on statement
  • PayPal: 3-5 business days
  • Other methods: As specified by payment provider

Bank Processing: Please note that your bank or card issuer may require additional time to process the refund and post it to your account.

Partial Refunds

In certain situations, partial refunds may be granted:

  • Products returned with minor packaging damage
  • Products missing non-essential accessories
  • Products returned after 14-day period (at our discretion)

Restocking Fee: A restocking fee of up to 20% may apply for returns that do not meet our standard conditions but are still accepted at our discretion.

Defective or Damaged Products

If you receive a defective or damaged product, we will make it right.

What Qualifies as Defective

Manufacturing Defects:

  • Products with factory defects
  • Items that do not function as intended
  • Cards with printing errors (subject to assessment)

Damage in Transit:

  • Products damaged during shipping
  • Crushed or torn packaging with product damage

Reporting Defects or Damage

Time Limit: Report within 48 hours of delivery.

Contact us at: support@poketurbo.com

Provide:

  • Order number
  • Clear photographs showing:
    • Defect or damage
    • Product packaging
    • All sides of damaged items
  • Detailed description of the issue

Do NOT:

  • Throw away damaged packaging
  • Use or further damage the product
  • Attempt repairs

Resolution Options

For defective or damaged products, you may choose:

Option 1: Replacement

  • We send you a replacement product
  • We cover all shipping costs
  • Original defective item must be returned

Option 2: Full Refund

  • Complete refund of product price
  • Refund of original shipping costs
  • Refund of return shipping costs

Our Commitment: We will process replacements or refunds for defective/damaged items within 5 business days of confirmation.

Wrong Item Received

If you receive an incorrect product (different from what you ordered):

Immediate Steps

  1. Do not open sealed products
  2. Do not use the product
  3. Contact us immediately at support@poketurbo.com
  4. Take photographs of the received product and packaging

Provide Information

  • Order number
  • Description of ordered item vs. received item
  • Photographs of received product
  • Photographs of shipping label and packaging

Resolution

We will:

  • Send you the correct product immediately (expedited shipping)
  • Arrange free return pickup of incorrect item (where available)
  • Provide prepaid return label if pickup not available
  • Cover all shipping costs

No Cost to You: Errors on our part are resolved at no cost to you.

Exchanges

We currently do not offer direct product exchanges. If you wish to exchange a product:

Process:

  1. Return the original product following the return process above
  2. Place a new order for the desired product

Recommendation: To ensure availability of the product you want, place your new order before or immediately after initiating the return.

Special Cases

Pre-Orders

Before Release:

  • Pre-orders can be canceled anytime before shipment
  • Full refund is issued within 5-7 business days
  • Contact support@poketurbo.com to cancel

After Release/Shipment:

  • Standard return policy applies
  • 14-day right of withdrawal applies (for sealed, unopened products)

Sale or Clearance Items

Sale and clearance items are subject to the same return policy as regular-priced items, with the following conditions:

  • Must be in original condition
  • Must be unopened (for sealed products)
  • Refund is for the sale price paid

Final Sale Items: Items marked as "Final Sale" cannot be returned unless defective.

Bundle and Collection Boxes

For bundles or collection boxes:

  • Must be returned complete and unopened
  • Cannot return individual items from a bundle
  • All components must be included

Individual Cards (Singles)

For individual trading cards:

  • Must be returned in exact condition as shipped
  • Must be in original protective sleeve/toploader
  • No refunds for buyer's remorse on card condition
  • Refunds only for significantly misrepresented condition

Condition Disputes:

  • Contact us within 48 hours with clear photographs
  • We will review against our original listing description
  • Resolution determined on case-by-case basis

International Orders

International customers have the same return rights, with additional considerations:

Return Shipping:

  • Customer is responsible for international return shipping costs
  • We recommend using trackable international shipping
  • Consider shipping insurance for valuable packages

Customs:

  • Customer is responsible for any return customs fees
  • We cannot refund customs duties paid on original shipment
  • Mark packages appropriately to minimize return customs fees

Longer Processing:

  • Allow additional time for international return transit
  • Refunds processed upon receipt and inspection

Non-Returnable Items

The following items cannot be returned under any circumstances:

Opened Sealed Products:

  • Opened booster packs
  • Opened booster boxes with broken seal
  • Opened Elite Trainer Boxes
  • Opened displays or cases

Gift Cards:

  • Physical or digital gift cards
  • Once purchased, gift cards are non-refundable

Downloadable Products:

  • Digital guides or downloads that have been accessed

Personal Safety Items:

  • Items that cannot be resold for hygiene reasons (if applicable)

Fraud Prevention

To protect against fraud and abuse:

We Monitor:

  • Return patterns and frequency
  • Product condition upon return
  • Discrepancies between returned and shipped items

We Reserve the Right to:

  • Refuse returns from customers with excessive return rates
  • Investigate suspected fraudulent returns
  • Ban customers engaging in return fraud
  • Pursue legal action for fraud

Examples of Fraud:

  • Returning counterfeit items
  • Returning used items as new
  • Returning different items than purchased
  • False claims of non-delivery
  • Excessive returns indicating abuse

Customer Responsibilities

When returning products, you are responsible for:

Compliance:

  • Following the return process as outlined
  • Obtaining Return Authorization before shipping
  • Packaging products securely
  • Using trackable shipping

Accuracy:

  • Providing accurate information
  • Being honest about product condition
  • Not misrepresenting reasons for return

Timeliness:

  • Initiating returns within 14-day period
  • Shipping returns promptly after receiving RA
  • Responding to our communications

Cost:

  • Paying return shipping costs (unless our error)
  • Bearing risk of loss during return transit
  • Insurance costs (optional but recommended)

Contact and Support

For questions about returns or to initiate a return:

Email: support@poketurbo.com

Response Time: Within 48 business hours

When Contacting Us, Include:

  • Order number
  • Product details
  • Reason for return
  • Photographs (if applicable)

Mailing Address: POKE UNDERGROUND 63 RUE BALARD 75015 PARIS FRANCE

Note: Do not send returns to this address without prior authorization.

Policy Changes

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting on our website.

Your Responsibility: Review this policy before making purchases and returns.

Last Updated Date: Check the date at the top of this policy for the most recent update.

Applicable Law

This Return Policy is governed by:

  • French consumer protection law
  • European Union consumer protection regulations
  • GDPR for data handling during returns

Consumer Rights: Nothing in this policy affects your statutory rights as a consumer under applicable law.

Our Commitment: We strive to make the return process as smooth and transparent as possible. Your satisfaction is our priority, and we are here to help resolve any issues with your order.