Refund policy
Return & Refund Policy
Returns
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.
To be eligible for a return, your item must be:
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Unused and in the same condition that you received it.
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In its original packaging with all included contents.
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Accompanied by proof of purchase.
To request a return, please contact us at support@pokegemsmtl.com before sending your item back.
Returns sent without prior authorization will not be accepted.
Unless the return is due to our error or a defective product, customers are responsible for all return shipping costs. We recommend using a tracked shipping service, as we are not responsible for returns lost or damaged during transit.
Damaged, Defective or Incorrect Items
Please inspect your order immediately upon delivery.
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery at support@pokegemsmtl.com. Please include your order number and clear photos of the issue so we can evaluate the situation and provide an appropriate resolution.
Non-Returnable Items
The following items are not eligible for return or exchange, except where required by applicable law:
Opened Trading Card Game (TCG) Products
Opened or unsealed Trading Card Game products are generally not eligible for return due to their collectible nature and the impact on their resale value.
This includes, but is not limited to:
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Booster Packs
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Booster Boxes
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Elite Trainer Boxes (ETBs)
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Tins
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Blisters
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Collection Boxes
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Sleeves
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Any sealed TCG product once the factory seal or shrink wrap has been removed, broken, or tampered with.
Mystery Products
All Mystery Boxes, Mystery Bags, Mystery Slabs, and other randomized products are final sale. Returns or refunds will not be accepted based on the contents received.
Graded Cards
Graded cards are sold according to the grade assigned by an independent third-party grading company. Returns will not be accepted due to disagreements with the assigned grade or subjective opinions regarding centering, print quality, eye appeal, or other grading characteristics.
Trading Card Singles
Minor manufacturing imperfections, including but not limited to print lines, centering variations, edge imperfections, surface marks, or other factory defects commonly found on trading cards, are not considered defects and are not eligible for return.
Other Non-Returnable Items
The following items are also non-returnable:
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Gift Cards
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Clearance or Sale Items
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Custom or Special Order Products
Exchanges
We do not offer direct exchanges.
If your return is approved, you may place a new order for the item you wish to purchase.
Right of Withdrawal (European Union)
If your order is delivered to a member state of the European Union, your statutory right of withdrawal will apply in accordance with applicable consumer protection laws.
Where applicable, you may withdraw from your purchase within 14 days of receiving your order by contacting support@pokegemsmtl.com before returning your item.
Nothing in this policy limits any statutory rights available to consumers under applicable law.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@pokegemsmtl.com.
Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us at:
PGMTL INC
500 Mnt Masson
Mascouche, QC J7K 2L5
Canada
Email: support@pokegemsmtl.com