Refund Policy
Last updated: January 20, 2025
30 Days
Return window
Original Packaging
Items must be unused
Full Refund
To original payment
We want you to be completely satisfied with your PokeMyHeart purchase. If you're not happy with your order for any reason, we're here to help.
Return Eligibility
To be eligible for a return, items must:
- Be returned within 30 days of delivery
- Be unused and in original condition
- Be in original packaging with all accessories included
- Include proof of purchase (order confirmation email or receipt)
Non-Returnable Items
The following items cannot be returned:
- Items that have been opened, used, or removed from original packaging
- Items damaged due to misuse or negligence
- Customized or personalized products (when available)
- Items purchased during final sale promotions
How to Return an Item
- Contact Us: Email support@pokemyheart.com with your order number and reason for return. We'll respond within 24-48 hours with return instructions.
- Pack Your Item: Securely pack the item in its original packaging. Include your order number inside the package.
- Ship It Back: Send the package to the return address provided in our email. We recommend using a trackable shipping method.
- Receive Your Refund: Once we receive and inspect your return, we'll process your refund within 3-5 business days.
Refund Processing
- Refunds are issued to the original payment method
- Refunds are processed within 3-5 business days after we receive your return
- Your bank may take an additional 5-10 business days to reflect the refund
- You will receive an email confirmation when your refund is processed
Return Shipping Costs
- Defective/Damaged Items: We provide free return shipping
- Wrong Item Sent: We provide free return shipping
- Change of Mind: $4.99 flat rate deducted from refund
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery. Email support@pokemyheart.com with:
- Your order number
- Photos of the damaged/defective item
- Photos of the packaging (if damaged in transit)
We'll send a replacement immediately at no additional cost, or issue a full refund if you prefer.
Wrong Item Received
If you received the wrong item, please contact us immediately at support@pokemyheart.com. We'll ship the correct item right away and provide a prepaid return label for the incorrect item.
Exchanges
We currently do not offer direct exchanges. If you'd like a different item, please return the original item for a refund and place a new order for the desired item.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible. Orders can only be cancelled before they ship. Once an order has shipped, you'll need to follow our return process.
Contact Us
For return requests or questions about our refund policy:
See also: Shipping Policy | FAQ | Contact Us