Returns & Refunds

Every order on Pokebay is covered by buyer protection. Your payment is held securely and is only released to the seller once your card has arrived and you're happy with it — so if something goes wrong, the money is still there to refund.

When you're covered

• –It never arrived. Every order ships with Royal Mail tracked postage, so delivery is verifiable. If tracking doesn't show delivery, you get a full refund including postage.
• –It arrived damaged. Bent corners, creases or water damage that weren't in the listing.
• –It isn't as described. The wrong card, the wrong print or set, a condition materially worse than stated, or a card sold as genuine that isn't.
• –It was a counterfeit. Fakes are not permitted on Pokebay. You get a full refund and we act on the seller's account.

If you've simply changed your mind

Most Pokebay sellers are private individuals rather than businesses, and the statutory 14-day right to cancel applies to purchases from traders, not private sellers. So a change-of-mind return isn't guaranteed on every listing.

Where the seller is a business, you have the right to cancel within 14 days of receiving the item under the Consumer Contracts Regulations 2013, and to a refund within 14 days of the item being returned. Business sellers are identified on their profile.

Outside that, message the seller — many will accept a return if the card is unopened and undamaged. Return postage for a change of mind is normally paid by the buyer.

How to open a return

• –Go to My Orders and choose the order.
• –Select Report a problem and tell us what happened.
• –Add photos where you can — for damage or a wrong card, photos settle things fastest.
• –The seller has 3 days to respond. If they don't, or you can't agree, we step in and decide.

While a dispute is open the seller's payment stays held. Refunds go back to your original payment method, normally within 5–10 working days of being approved.

Sending an item back

• –Don't post anything back until the return is agreed — otherwise it may not be covered.
• –Use a tracked service. Without tracking there's no proof it arrived, and that usually decides the outcome.
• –Pack it as it should have been sent: penny sleeve, toploader, rigid mailer.
• –Where the seller was at fault, return postage is covered — you won't pay to correct their error.

If you're the seller

Describe cards honestly, photograph the actual card you're sending, and post promptly with the tracked label we generate for you. Accurate listings are the single best protection against a dispute — most disputes come down to a condition or print that wasn't as stated.

If a buyer opens a dispute, respond within 3 days. Where you're at fault the refund comes from your payment; where you're not, the evidence protects you and your funds release as normal.

Still need help?

Email support@pokebay.co.uk or use the contact form. Include your order number and we'll come back to you.

This policy sits alongside our Terms of Service and does not affect your statutory rights.