Refund and Return Policy
Returns Policy
30-Day Return Window
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
In the same condition that you received it
Unworn or unused
With tags
In its original packaging
Accompanied by the receipt or proof of purchase
How to Start a Return
To initiate a return, please contact us at thepokecase@gmail.com.
Returns must be sent to the following address:
Camino de las Cortes 4, Edificio Arnoya, Piso 3 Nº301, Marbella, MA 29670, Spain
Once your return is approved, we will provide you with:
A return shipping label
Detailed instructions on how and where to send your package
Important: Items sent back without first requesting a return will not be accepted.
Please note: If your country of residence is outside Spain, return shipping times may vary.
For any return-related questions, feel free to email us at thepokecase@gmail.com.
Damages and Issues
Please inspect your order upon delivery. Contact us immediately if:
Your item is defective or damaged
You receive the wrong item
We’ll evaluate the issue and make it right.
Non-Returnable Items
Certain types of items cannot be returned, including:
Perishable goods (e.g., food, flowers, plants)
Custom products (e.g., personalized or special order items)
Personal care items (e.g., beauty products)
Hazardous materials, flammable liquids, or gases
Sale items
Gift cards
If you're unsure whether your item qualifies for a return, contact us for clarification.
Exchanges
The fastest way to get the item you want is to:
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Return the item you have
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Once the return is accepted, place a new order separately
European Union – 3-Day Cooling-Off Period
If your order is being shipped to a country within the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification.
The item must still meet our return criteria:
Unused and in its original condition
With tags and original packaging
Accompanied by a receipt or proof of purchase
Refunds
Once we receive and inspect your return, we’ll notify you of the approval status.
If approved, a refund will be issued to your original payment method within 10 business days
Please note: Your bank or credit card provider may take additional time to process and post the refund
If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at thepokecase@gmail.com.