Returns & Refunds Policy

Returns & Refunds Policy

At POKEROCKETZ, customer satisfaction is important to us. We want you to shop with confidence, knowing that your orders are handled with care and that our return and refund procedures are clear and transparent.

This Returns & Refunds Policy explains the conditions under which products purchased from pokerocketz.com may be returned, exchanged, canceled, or refunded.

1. 30-Day Return Policy

We offer a 30-day return period for eligible products.

You have 30 calendar days from the date your order is delivered to request a standard change-of-mind return.

To qualify for a standard return:

• The product must be unused and in its original condition.
• The product must remain in its original packaging.
• Factory seals must remain intact where applicable.
• The product must not show signs of tampering, alteration, or damage caused after delivery.
• Proof of purchase or an order number must be provided.

Products that do not meet these conditions may not qualify for a standard change-of-mind return.

These conditions do not limit your rights under applicable Canadian federal, provincial, and territorial consumer protection laws.

2. Free Returns

POKEROCKETZ offers free returns for eligible orders delivered within Canada.

If your return is approved, we will provide return instructions and, where applicable, a prepaid return shipping label.

Customers should not send products back without first contacting our customer support team, except where exercising a right that does not require prior authorization under applicable law.

To request a return, contact:

Email: info@pokerocketz.com

Please include your order number and the reason for your return.

3. Trading Card Products and Sealed Collectibles

Many products sold by POKEROCKETZ are collectible trading card products, including booster packs, booster boxes, Elite Trainer Boxes, premium collections, and other sealed merchandise.

Because collectible products can lose value once opened, the following conditions apply to standard change-of-mind returns:

• Factory-sealed products must remain sealed to qualify for a standard return.
• Opened booster packs and booster boxes are generally not eligible for change-of-mind returns.
• Products with broken, removed, or altered factory seals are generally not eligible for change-of-mind returns.
• Individual cards removed from sealed products cannot be returned simply because the customer is dissatisfied with the cards received.
• Products that have been used, modified, or damaged after delivery may not qualify for a standard change-of-mind return.

These restrictions do not affect your rights to a repair, replacement, refund, or other remedy under applicable Canadian federal, provincial, and territorial consumer protection laws where applicable.

4. Randomized Products

Trading card products may contain randomized cards, designs, rarities, or other collectible items.

Purchasing a randomized product does not guarantee that a particular card, rarity, character, or collectible will be included unless explicitly stated in the product description.

We cannot accept a change-of-mind return solely because a customer did not receive a specific card or collectible from a randomized product.

This does not affect your rights if a product fails to meet a consumer guarantee.

5. Damaged, Defective, or Incorrect Products

If your order is damaged, defective, incomplete, or incorrect, contact info@pokerocketz.com as soon as reasonably possible. Include your order number, a description of the problem, and photographs if available. We will investigate and provide the remedy required by applicable law. Photographs and original packaging are helpful but are not mandatory where that would restrict your statutory rights.

Products must meet the standards required by the consumer protection laws that apply to your purchase. If goods are defective, damaged, misdescribed, or not supplied as agreed, you may be entitled to a remedy, including a repair, replacement, refund, or other relief, depending on the applicable law and circumstances.

Mandatory rights and remedies vary by province or territory and cannot be waived by this policy. Our voluntary 30-day return policy is additional to those rights.

6. Missing Items

If an item is missing from your order, please contact our customer support team.

We may review order records, fulfillment information, package weights, and shipping documentation to investigate the issue.

If an item was not supplied as agreed, we will arrange an appropriate resolution in accordance with applicable law.

7. Return Requests

To initiate a return, email info@pokerocketz.com.

Our team will review your request and provide instructions if your return is eligible.

Please contact us before sending products back so that we can provide the appropriate return instructions.

Unauthorised returns may experience processing delays, but this does not limit your statutory rights.

8. Return Shipping

Approved standard returns within Canada are eligible for free return shipping.

When applicable, we will provide a prepaid shipping label.

Customers are responsible for following reasonable return instructions and securely packaging returned merchandise.

Where a product fails to meet a consumer guarantee, return shipping costs will be handled in accordance with applicable Canadian federal, provincial, and territorial consumer protection laws.

We recommend retaining return tracking information until your refund has been completed.

9. Refund Processing

Once your return has been received and inspected, where inspection is appropriate, we will notify you of the outcome.

Approved refunds will normally be issued to the original payment method.

For standard change-of-mind returns, we aim to process approved refunds within 10 business days after the returned product has been received and inspected.

Refunds required under applicable Canadian federal, provincial, and territorial consumer protection laws will be provided within a reasonable time and in accordance with your statutory rights.

Your bank, credit card issuer, or payment provider may require additional time to display the refund in your account.

If more than 15 business days have passed since your refund was approved, please contact us at info@pokerocketz.com.

10. Original Payment Method

Refunds are normally returned to the original payment method used during checkout.

We cannot guarantee that refunds can be issued to a different payment method or bank account.

Where applicable Canadian federal, provincial, and territorial consumer protection laws gives you a right to a refund, the refund method will comply with applicable legal requirements.

If the original payment method is no longer available, please contact us for assistance.

11. Exchanges

We do not guarantee direct exchanges for all change-of-mind returns.

If you would like a different item, please contact our customer support team to discuss available options.

Depending on product availability, we may recommend returning the eligible product and placing a new order.

Your rights to a replacement under applicable Canadian federal, provincial, and territorial consumer protection laws remain unaffected.

12. Pre-Order Products

Pre-order products are items purchased before their official release date or before inventory becomes available for dispatch.

By placing a pre-order, you acknowledge that:

• The product may not be immediately available for dispatch.
• The advertised release date may be an estimate.
• Manufacturers and suppliers may change release dates.
• Dispatch may occur after the official release date.
• Product availability may depend on supplier allocations.

Any advertised delivery timeframe will be communicated as clearly as reasonably possible.

Nothing in this section permits unreasonable delays or limits your rights under applicable Canadian federal, provincial, and territorial consumer protection laws.

13. Pre-Order Cancellations

Customers may request cancellation of a pre-order within 12 hours of placing the order.

Cancellation requests must be sent to info@pokerocketz.com.

After the initial 12-hour cancellation period, voluntary change-of-mind cancellation requests may be declined, particularly when inventory has already been reserved or supplier commitments have been made.

This restriction does not apply where a customer is legally entitled to cancel or receive a refund under applicable Canadian federal, provincial, and territorial consumer protection laws, including where goods are not supplied within an agreed or reasonable timeframe.

14. Pre-Order Delays

Release dates and expected dispatch dates may change due to circumstances outside our reasonable control.

These circumstances may include manufacturer delays, supplier allocation changes, transportation disruptions, and unexpected inventory shortages.

If a significant delay occurs, we will make reasonable efforts to communicate updated information.

Customers may contact us to discuss available options if a pre-order is delayed.

Nothing in this policy limits any refund or cancellation rights provided by applicable Canadian federal, provincial, and territorial consumer protection laws.

15. Canceled Orders

POKEROCKETZ may cancel an order when reasonably necessary, including in cases involving:

• Unavailable inventory.
• Incorrect pricing or product information.
• Suspected fraudulent activity.
• Payment authorization problems.
• Shipping restrictions.
• Supplier allocation issues.

If we cancel an order after payment has been collected, we will issue a refund for the canceled items.

Any cancellation will be handled in accordance with applicable Canadian federal, provincial, and territorial consumer protection laws.

16. Non-Returnable Products

The following products may be excluded from standard change-of-mind returns:

• Opened trading card booster packs.
• Opened or unsealed collectible products.
• Products with damaged or removed factory seals.
• Items damaged through misuse or improper handling.
• Products specifically identified as final sale, where permitted by law.

These exclusions do not apply where a return, refund, replacement, or other remedy is required under applicable Canadian federal, provincial, and territorial consumer protection laws.

17. Promotional Products and Discounts

Refunds for discounted products are generally based on the amount actually paid.

If a promotion required the purchase of multiple items, returning part of the order may affect the promotional discount.

Any adjustment will be explained during the return process and will comply with applicable law.

18. Payment Disputes and Chargebacks

If you experience an issue with your order, we encourage you to contact us so that we can assist.

Our team will work to investigate and resolve legitimate concerns.

Nothing in this policy restricts your right to contact your bank or payment provider, dispute an unauthorized transaction, or exercise your rights under Canadian law.

19. Your Statutory Consumer Rights

Products must meet the standards required by the consumer protection laws that apply to your purchase. If goods are defective, damaged, misdescribed, or not supplied as agreed, you may be entitled to a remedy, including a repair, replacement, refund, or other relief, depending on the applicable law and circumstances.

Mandatory rights and remedies vary by province or territory and cannot be waived by this policy. Our voluntary 30-day return policy is additional to those rights.

20. Contact Information

For returns, refunds, cancellations, or order-related questions, please contact:

POKEROCKETZ
Website: https://pokerocketz.com
Email: info@pokerocketz.com

We reserve the right to update this policy from time to time. The latest version will be published on our website.