Refund policy

We have a 30 day return policy, which means you have 30 days after receiving your item to request a return.

To qualify for a return, your item must be in the same condition as you received it, never worn or unused, with tags and in its original packaging. You will also need your receipt or proof of purchase.

To initiate a return, you can contact us at shop@pokehouse.it. If your return is accepted, we will send you a return shipping label as well as instructions on how and where to ship the package. Items returned to us without first requesting a return will not be accepted.

You can always contact us with any return questions at shop@pokehouse.it.

Damage and problems

Please inspect your order upon receipt and contact us immediately if the item is faulty, damaged or if you receive the wrong item so that we can assess the problem and resolve it.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns of sale items or gift vouchers. Please contact us if you have any questions or concerns about your specific item.

Changes

The quickest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Refunds

We will inform you as soon as we have received and inspected your return and let you know whether or not your refund has been approved. If approved, you will automatically be refunded using your original payment method. Please note that it may take some time for your bank or credit card company to process and register your refund as well.