Refund policy

Return & Refund Policy

EU Customers (Including UK & EEA)

Under EU consumer law (Directive 2011/83/EU), you have the right to withdraw from this purchase within 14 days of receiving your order, without giving any reason.

Physical products (poster, canvas, framed print, card)

To exercise your right of withdrawal, contact us at info@pokepetshop.com within 14 days of delivery. The item must be returned in unused condition, in its original packaging. Return shipping is at your expense unless the item arrived damaged or defective. We will refund the full purchase price (including original shipping) within 14 days of receiving the returned item.

Digital products (game, digital art print)

For digital products, your right of withdrawal expires when you first access the game URL or download the digital file. By proceeding to checkout, you acknowledge and consent to this. If you have not accessed the game and would like to cancel, contact us within 14 days of purchase for a full refund.

Personalized products

Per Article 16 of EU Directive 2011/83/EU, customized/personalized products are exempt from the right of withdrawal because they are made specifically to your specifications (kid names, dedications, photos, etc.). However, we voluntarily offer a 14-day satisfaction guarantee — if your personalized print arrives damaged, defective, or significantly different from your customizer preview, contact us within 14 days for a free replacement or full refund.

Non-EU Customers

We stand by the quality of every PokePet Shop product. If your order arrives damaged, defective, or significantly different from what was previewed in the customizer, contact us within 30 days of delivery for a free replacement or full refund. Personalized digital products (the game) are non-refundable once accessed; physical prints can be replaced if defective.

How to request a refund or replacement

Email info@pokepetshop.com with your order number and a brief description of the issue. For physical product damage, include a photo. We respond within 2 business days.

This policy may be revised by legal counsel; the version published here is the most current.