Refund policy

Thank you for shopping with PokeMafia. We want you to be happy with your purchase, but we also need to protect our small business from misuse. Please read our policy carefully before making a purchase.

1. Change of Mind

We do not offer refunds or exchanges for change of mind, incorrect size, or accidental orders.
Please check all product descriptions, sizing information, and photos carefully before placing your order.

2. Damaged, Defective or Incorrect Items

We take quality control seriously. However, if you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at [your contact email] with:

  • Your order number

  • A brief description of the issue

  • Clear photos of the item and packaging

Once verified, we’ll arrange a replacement or refund (at our discretion).
We may request the item to be returned before a replacement or refund is issued.

3. Conditions for Returns

To be eligible for a return:

  • Your item must be unused, in the same condition you received it, and in its original packaging.

  • You must contact us for approval before sending any items back.

  • Unauthorised returns will not be accepted or refunded.

4. Return Shipping

Unless the item is faulty or incorrect, you are responsible for paying the return shipping costs.
We recommend using a tracked service, as we cannot guarantee receipt of items lost in transit.

If the return is approved due to our error (e.g., wrong or damaged item), we’ll cover return postage or provide a return label.

5. Refunds (If Applicable)

Once your return is received and inspected, we’ll email you to confirm receipt and notify you of approval or rejection.
Approved refunds will be processed within 5–10 business days, automatically refunded to your original payment method.

Please note:

  • Shipping costs are non-refundable unless we made an error.

  • Refund times depend on your payment provider and may take additional time to appear in your account.

6. Sale & Clearance Items

Only regular-priced items may be refunded.
Sale, clearance, and promotional items are final and cannot be returned or exchanged unless defective.

7. Custom or Made-to-Order Items

We do not accept returns or cancellations for custom, personalised, or made-to-order items unless faulty.

8. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

9. International Orders

For international customers, please note:

  • We cannot refund or replace items delayed or held by customs.

  • Return shipping from outside Australia is the buyer’s responsibility unless the product is defective.

10. Contact Us

If you have questions about returns or refunds, please contact:
📧 hello@pokemafia.com.au
🏢 PokeMafia PTY LIMITED