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Refund Policy

Returns and Refund Policy
 

1. Overview
We want you to be completely satisfied with your purchase. If you are not happy with your order, you may return it in accordance with the policy below. This Returns and Refund Policy complies with UK consumer laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
 

2. Returns Eligibility
You may return an item within 14 days of receiving it if:

  • The item is unused, in its original packaging, and in resalable condition.

  • You have proof of purchase (order confirmation or receipt).

  • The item is not an excluded product (see Section 5).
     

3. How to Initiate a Return
To initiate a return, please follow these steps:

  1. Contact our customer service team at pokemania@xerxesgroup.co.uk within 14 days of receiving your order.

  2. Provide your order number and reason for return.

  3. We will provide instructions on how to return the item.

  4. Ship the item back to us within 14 days of receiving our return instructions.
     

4. Refunds Process

  • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, a refund will be issued to your original payment method within 7-10 business days.

  • Shipping fees are non-refundable unless the item is faulty or incorrect.

  • If your return is rejected, we will notify you and provide further options.
     

5. Exclusions
Certain items are non-returnable, including:

  • Perishable goods (food, flowers, etc.).

  • Personalised or custom-made items.

  • Intimate or sanitary products (e.g., earrings, underwear, swimwear if hygiene seal is broken).

  • Digital downloads or software.
     

6. Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us within 30 days of receiving your order. We will arrange a replacement or full refund, including any return shipping costs.
 

7. Exchanges
If you wish to exchange an item, please return it for a refund and place a new order for the desired item.
 

8. Late or Missing Refunds
If you have not received your refund within the stated timeframe, please:

  • Check your bank account.

  • Contact your payment provider (it may take some time for processing).

  • If the issue persists, contact our support team at pokemania@xerxesgroup.co.uk

9. Contact Information
For any queries regarding returns or refunds, please contact us at:

This policy was last updated on 04/02/2025.

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