A). Return:
Our return policy lasts only 30 days after you receive the product from pokemon1999.com. If you don’t like the product and want a refund then you can request us through our support channel for return & refund at: [email protected] In case the 30 days are gone and you did not request for the return, unfortunately we cannot offer you any refund through return. The company also offer its customers to exchange the product with any other product in case of return request generated within 30 days of receiving your product or 24 hours of placing your order.
B). Exchange:
The customer can request to exchange the product within 30 days of receiving the product. In case the exchange product price is higher than the product return, the customer have to pay in full the remaining amount to take ownership of that product. Please note that all the shipping cost in case of exchange will be solely bear by the customer alone. Please read below mentioned conditioned before you proceed with any exchange id your exchange request is accepted.
C). Conditions to meet for the eligibility of return/exchange: You must meet the following conditions to be eligible for the return or exchange of the product:
- The request for return and exchange must be generated within 30 days of receiving the product. This will be calculated from the time the tracking details shows Delivered.
- The item must be unused, and should be in the same condition that you received, unworn or unused, with original tags.
- It must also be in the original packaging.
D). Information to be provided at the time of requesting return/exchange:
To complete your return you must include the following in your email request to proceed with the return. It includes:
- Receipt or proof of purchase (Order confirmation email, order number, shipping number, shipping address, your name, or any required information by the company)
- Return/ Exchange request email should be from the same email you entered at the time of purchase
E). What if the return is approved:
Once the images are approved by our warehouse team, you will receive a confirmation email and a physical address/return address where you have to resend the product (Please don’t send the product directly to the manufacturer/sender, in that case the company will not be liable for any loss or refund/return/exchange). Once your product is received, you will receive the exchange product if wanted or get the refund of your total paid amount excluding the shipping charges you paid because that has already been incurred and observed. Please note that the shipping cost will be solely paid by the customer alone and is non-refundable, however the company will only refund the remaining price you paid i.e. Product Price (excluding shipping you paid) – Return shipping cost = Refund amount Note: Once your return is received and inspected (same is applicable for exchange), we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
F). Late or missing refunds (if applicable) If you have not received your refund then please check the following before contacting our support team (Please note we are always available for your assistance if needed so you can contact us without hesitation)
- Check your bank account again.
- Contact your credit card company/bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected] Our support team will get back to you ASAP
G). Non-returnable items Please note that several type of good are exempt from being returned and you cannot return them once purchased:
- Custom products (such as special orders or personalized items)
- Limited Edition Items created with one time limited stock only.
- Candles, or other perishable goods that has onetime usage life
- Any product that needs to be assemble before use, or is custom in nature.
- Damaged or wrong item shipped are not eligible for refund, however if it is company’s faut then we are liable to send you the package in good state or the original product you ordered and you don’t have to pay any additional charges on it.
H). Products eligible for partial refund (subject to store “Myherocards” discretion): Only Partial refund are granted on following condition(s) (if applicable)
- Any item not in its original condition, is damaged, or missing parts for reasons not due to our error (subject to companies approval and discretion)
I). In Case of Broke/Defective item/ wrong item shipped:
Damaged or wrong item shipped are not eligible for refund, however if it is company’s fault then we are liable to send you the package in good state or the original product you ordered and you don’t have to pay any additional charges on it. Please note the return or exchange is only applicable within 30 days of you receiving the product.
The 30 days is calculated from the time the tracking shows the product is delivered. If you receive a broken product/damaged product and it is due to shipping/in-transit damage, and it’s the company’s fault then the company will be liable to resend you the item you have originally ordered. However, 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. In that case only exchange is possible and the customer cannot request a refund as it was not the company fault and is happened due to carrier. However the customer can still exchange the product with another item and all the above A, B, C, D, E, F, G, H para conditions will be applied. If the product is defective or is not what you ordered and the same is confirmed in our system and/or through picture requested from you, then the company will resend you the product again, however the refund is not applicable in this case, but you can still exchange the product with another product if you wish. Further you will not be liable to pay any shipment cost due to our error. You must convey to us immediately with in 30 days of receiving the product if you receive a defective item or received a wrong item at [email protected] with a picture and available information like order number, your name, email, order confirmation email, or any other information required by the company. In case the exchange product price is higher than the product return, the customer will have to pay in full the remaining amount to take ownership of that product.
CONTACT US
- Address: Map of Marché des Éclusiers 400 R. de la Commune O , Montréal , Quebec H3C 0N8 , Canada
1844-704-2105- Email: [email protected]