Thank you for shopping with PokeArabia, an online store specialized in collectibles, Pokémon cards, trading card products, and related collectible items.
Due to the nature of the products we sell, including sealed products, collectible cards, limited items, trading card products, and products whose value depends heavily on condition, seal, packaging, corners, edges, and market demand, our return and exchange policy is strict and limited.
By using pokearabia.com or placing an order, you acknowledge that you have read, understood, and accepted this policy, without prejudice to any mandatory consumer rights under the laws and regulations of the Kingdom of Saudi Arabia.
All sales at PokeArabia are final.
We do not accept returns, exchanges, or cancellations after the order has been completed and the product has been received, due to the collectible nature of our products and the sensitivity of product condition, packaging, factory seal, corners, edges, and market value.
The only case where a customer may request a refund is:
If the product has a clear factory defect that originated from the manufacturer and was not caused by customer misuse, opening, tampering, improper storage, shipping damage, or any reason outside the store’s control.
A factory defect does not include:
The customer acknowledges and understands that collectibles and Pokémon card products have a special nature, including but not limited to:
For this reason, dissatisfaction with the product contents, pulls, market value, card value, or outcome of opening a product is not a valid reason for return, exchange, or refund.
Customers must inspect the product immediately upon delivery.
If there is a clear factory defect, the customer must submit a return request within 12 hours from the recorded delivery time shown by the shipping company or delivery platform.
Any request submitted after 12 hours from delivery may be rejected, unless mandatory applicable law requires otherwise.
To review a refund request for a factory defect, the customer must submit all of the following within 12 hours from the recorded delivery time:
Any return or refund request related to a factory defect will not be reviewed unless the required four clear photos are submitted within 12 hours from the recorded delivery time.
PokeArabia may reject the request if the evidence is unclear, incomplete, does not prove a factory defect, or shows that the product has been opened, used, damaged, or tampered with after delivery.
For sealed products such as booster boxes, elite trainer boxes, tins, bundles, packs, or any factory-wrapped product:
For single cards or individual items sold based on condition, customers must review the photos and product description before purchasing.
Returns or exchanges are not accepted because of a difference in customer expectations regarding card condition, value, grading potential, resale value, or market price, as long as the product was delivered according to the description and photos displayed at the time of purchase.
PokeArabia takes reasonable care in packaging orders before handing them to the shipping company.
The store is not responsible for damage caused by the shipping company or third-party handling after the order has been handed over to the carrier, unless it is proven that the damage was due to a factory defect or a direct error by the store.
Customers must document the shipment condition immediately upon delivery, including photos of the outer box before opening if visible damage exists. All evidence must be submitted within 12 hours from the recorded delivery time.
After receiving the refund request and required evidence, PokeArabia will review the case.
The store may take one of the following actions:
The store’s decision will be based on the submitted evidence, product condition, nature of the claimed defect, compliance with the deadline and requirements in this policy, and applicable mandatory laws in the Kingdom of Saudi Arabia.
If the refund request is approved due to a confirmed factory defect, the refund will be processed to the original payment method where possible, or through another suitable method determined by the store in coordination with the customer.
Refund processing times may vary depending on the payment provider, bank, or financial institution.
No refund will be issued before the factory defect is verified and the request is approved by the store, unless mandatory applicable law requires otherwise.
If the product is proven to have a genuine factory defect, PokeArabia will cover reasonable return shipping costs where the store requires the product to be returned.
If the request is rejected because no factory defect is found, or because the product was opened, used, damaged, tampered with, or because the customer failed to submit the required four photos within the specified timeframe, the customer may be responsible for shipping, reshipping, or related operational costs.
Returns and exchanges are not accepted in the following cases:
PokeArabia may reject or cancel any order before shipping if there is an error in price, product description, product availability, suspected misuse, or any operational or legal reason.
If the store cancels an order before shipping, the paid amount will be refunded to the customer.
Once the order has been shipped or handed to the shipping company, it cannot be cancelled except as stated in this policy or as required by mandatory applicable law.
This policy is not intended to waive or limit any mandatory consumer rights provided under the applicable laws and regulations of the Kingdom of Saudi Arabia.
If any part of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement shall apply only to the extent required, and the remaining parts of this policy shall remain valid and enforceable.
To submit a refund request for a factory defect, customers must contact us within 12 hours from the recorded delivery time through:
Email: [email protected]
The request must include the order number, proof of purchase, at least 4 clear photos, and a clear description of the claimed factory defect.
