Refund policy

At PrismPulls, customer satisfaction is our priority. We want you to enjoy your Pokémon trading cards and collectibles. If you experience an issue with your order, we are here to help.

Please review our Return & Refund Policy below.

1. Return Eligibility

We accept returns for eligible items under the following conditions:

  • The return request is submitted within 30 days of receiving your order.

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

  • Products must include all original packaging, seals, accessories, and documentation.

  • Proof of purchase must be provided.

Due to the collectible nature of Pokémon products, opened trading card products may not be eligible for return unless the item is defective, damaged, or incorrect.

2. Non-Returnable Items

Certain products cannot be returned, including:

  • Opened booster packs

  • Opened Pokémon card boxes or bundles

  • Used collectible items

  • Items damaged after delivery due to customer handling

  • Gift cards

  • Clearance or final sale items

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please provide:

  • Order number

  • Description of the issue

  • Photos of the product and packaging

  • Any relevant details that help us review your claim

After evaluation, we may offer:

  • A replacement item

  • Store credit

  • A refund

  • Another appropriate solution

4. Return Process

To request a return:

  1. Contact our customer support team at contact@PrismPulls.shop.

  2. Provide your order number and reason for the return.

  3. Wait for return approval before sending any items back.

  4. Ship the approved return according to our instructions.

Returns sent without prior approval may not be accepted.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item was received damaged, defective, or incorrect.

  • Original shipping fees are generally non-refundable unless required by applicable law.

  • We recommend using a tracked shipping service for returned items.

PrismPulls is not responsible for items lost during return shipping.

6. Refund Process

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

If approved:

  • Refunds will be processed to the original payment method.

  • Processing times may vary depending on your bank or payment provider.

  • Refunds may take several business days to appear in your account.

7. Partial Refunds

Partial refunds may be granted in certain situations, including:

  • Items returned with missing packaging or accessories.

  • Items showing signs of use or damage caused by the customer.

  • Items returned outside the approved return conditions.

8. Order Cancellations

Orders may only be canceled before they enter the processing or shipping stage.

Once an order has been shipped, it cannot be canceled and must follow the return process outlined in this policy.

9. Pre-Order Refunds

Pre-order cancellation requests may be accepted before the product has shipped.

Once a pre-order item has been shipped, it will be subject to our standard return policy.

Release dates provided by manufacturers are estimates and may change.

10. Lost or Stolen Packages

PrismPulls is not responsible for packages confirmed as delivered by the shipping carrier.

If your package is marked as delivered but cannot be located, please:

  • Check with household members or neighbors.

  • Contact the shipping carrier.

  • Contact us so we can assist where possible.

11. Exchanges

We currently handle exchanges on a case-by-case basis depending on product availability.

If you need an exchange, please contact our support team before returning your item.

12. Contact Us

If you have any questions about returns or refunds, please contact us:

PrismPulls

Email: contact@PrismPulls.shop

Phone: +1 (479) 345-1674

Address:
37 Ranworth Road
APPLECROSS NORTH WA 6153