Refund policy

Change of mind

Onestoppokeshop does not offer refunds for change of mind.

PRE-ORDERS (Including orders via our Expression of Interest system) 

All pre-orders have a grace period of 3 days from the time of order for a cancellation to be made. All pre orders are non-refundable after the 3 day period has lapsed or if the product has been released internationally whichever is sooner. International release dates are not the Australian Delivery Date. 

For expression of interest sets e.g. Pokemon new releases, if you are allocated items and accept them, payment must be made within seven (7) days of the invoice being sent. 

FAULTY OR DAMAGED PRODUCTS

Onestoppokeshop will only issue refunds or exchanges for defective, damaged or if the incorrect item was received. A minor packaging flaw that doesn't affect the item itself is not considered a defect or damage and is not subject to a refund or exchange.

You must reach out to Onestoppokeshop within 7 days of the items arriving and provide proof (video evidence & photos of box opening).

How to apply for exchange or refund

If you believe your item is defective or is the wrong item, you will need to:

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Contact us via email info@onestoppokeshop.com.au or via our socials with photos of the item, packaging and your order number within 5 days of receiving your order.

The Onestoppokeshop team will then review your request and will notify you of the outcome within 24 hours, if a refund or exchange has been approved, we will provide you with a postage label for you to send the item back to us via AusPost.

Upon receiving your returned product, a final review will be conducted and we will provide you with the option of exchange or refund once approved.

In the event of an Exchange, we will provide you with a coupon code with the same dollar value of the returned item along with the amount of postage fee. 

All refunds will be done in the same manner and currency (exchange rate will be at the time of refund, Onestoppokeshop is not liable for any variation in amount refunded due to exchange rates.) as you have paid. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.