Refund policy

Return and Refund Policy

1. Delivery

Orders are prepared and dispatched within 24 to 72 business hours. After that, allow 5 to 12 business days for France and Europe, and 10 to 20 business days for the rest of the world. These times are indicative and depend on the destination, the time of year and the carrier. In any event, your order is delivered to you no later than 30 days after your purchase; past that point, you may cancel the order and be refunded in full.

You receive a confirmation e-mail when you order, then a second one when it ships, with your tracking number. The carrier is chosen according to weight, quantity, availability and country of destination.

2. Right of withdrawal

2.1. Time limit

You have 14 days from receipt of your order to change your mind, without having to give a reason and without paying any penalty. If your order is delivered in several parts, the period runs from receipt of the last item.

2.2. How to exercise it

Write to us at antoine.pokeled@gmail.com before the end of the period, stating your order number and the product or products concerned. We send you an acknowledgement of receipt. You then have 14 days to send the product back to us.

2.3. Condition of the product

You may unpack your Pokéball and try it out, as you would in a shop: switch on the LED, check the engraving, handle the base. This makes you lose none of your rights.

However, if the product has suffered a diminished value resulting from handling that goes beyond what is necessary to establish its nature and characteristics, we may withhold an amount corresponding to that loss of value. Please return the product complete, with its accessories and its packaging where possible.

2.4. Return shipping costs

Return shipping costs are at your expense, unless the product is defective, not in conformity, or the mistake comes from us: in that case, we cover them in full.

2.5. Refund

We refund you the price of the products as well as the standard delivery costs you paid on the outbound leg. If you had chosen a delivery method faster than our standard offer, only the amount of standard delivery is refunded.

The refund is made no later than 14 days after we receive your withdrawal request, using the same means of payment as the one used for the order, unless you agree otherwise. We may defer this refund until the product has been recovered or until you provide us with proof that it has been dispatched, whichever of these two events comes first. In practice, we most often refund within 48 hours.

2.6. Cases where withdrawal does not apply

The law sets aside the right of withdrawal in a small number of situations. Those that could concern our catalogue:

• goods made to your specifications or clearly personalised — this is not the case for our Pokéballs, which are engraved in series from a catalogue model and therefore remain returnable;
• goods unsealed after delivery which cannot be sent back for reasons of hygiene or health protection;
• goods which, after delivery and by their nature, are inseparably mixed with other items.

Should we one day offer engraving personalised with your name, this would be clearly indicated on the product page before purchase.

3. Statutory guarantee: beyond the 14 days

The right of withdrawal is not your only remedy, and it does not expire after 14 days. Independently of it, you benefit from:

• the statutory guarantee of conformity, which allows you, for 2 years from delivery, to have a non-conforming product repaired or replaced free of charge; if neither of these solutions is possible, you can obtain a price reduction or the cancellation of the sale;
• the guarantee against latent defects, which allows you to obtain the rescission of the sale or a price reduction for 2 years from the discovery of the defect.

To invoke one of these guarantees, write to us at antoine.pokeled@gmail.com with a photo or a short video of the problem. We require neither the original packaging nor a claim within a few days: these guarantees are statutory, they apply whatever happens.

4. Products bought elsewhere

We can only take back products bought directly on pokeled.com. A product bought from a third-party reseller must be returned to that reseller.

5. Late or missing refund

A refund sometimes takes a few days to appear on a bank account. Check your statement first, then get in touch with your bank or your card issuer, whose processing times are their own. If nothing still shows up, write to us at antoine.pokeled@gmail.com: we trace the transaction on our side.

6. Contact us

For any question about this policy, about a return in progress or about a guarantee, one single address: antoine.pokeled@gmail.com. We reply within 24 business hours.