Refund & return policy

Pokémon TCG products are collectibles with random contents, so we handle returns differently from a normal shop. Here is exactly when you can get a refund. Nothing in this policy affects your rights under the Consumer Protection Act 1999.

In short

No refund or return for change of mind once your order has been shipped.
Changed your mind before we ship? WhatsApp us (017-553 2390) with your order number and we will cancel it and refund you in full.
Damaged, wrong or missing item? Report it within 48 hours of delivery with photos and an unboxing video for a replacement or full refund.
Approved refunds are paid by bank transfer within 7 working days.

Cancelling before you pay

Unpaid orders are cancelled automatically after 24 hours and the items go back on sale. You will not be charged anything.

Cancelling after payment, before we ship

Changed your mind? WhatsApp us (017-553 2390) with your order number before the order is shipped and we will refund you in full.

Pre-orders can be cancelled for a full refund up to 7 days before the release date. After that, pre-orders cannot be cancelled because stock has already been allocated to you.

Wrong, missing or damaged items

If your parcel arrives with the wrong item, something missing, or a product that is damaged or has a broken factory seal, we will send a replacement or refund you in full, including postage. To make a claim:

Report it to us on WhatsApp within 48 hours of delivery.
Send clear photos of the item and the parcel.
Send an unboxing video showing the sealed parcel being opened. We need this to claim from the courier.

What we cannot refund

Products that have been opened or have had the factory seal removed.
Change of mind after the order has been shipped.
The cards you pull from packs. Contents are random and we cannot guarantee any card.
Light shelf wear on the outer box or shrink wrap, such as small scuffs or soft corners, that does not affect the factory seal.
Claims made more than 48 hours after delivery, or without an unboxing video for damage claims.

Lost parcels

If tracking shows your parcel is lost, we will open a claim with the courier. Once the courier confirms the loss, we will send a replacement or give you a full refund.

How refunds are paid

Approved refunds are paid by bank transfer (DuitNow or IBG) to the account you give us, within 7 working days. You will receive the full amount you paid for the affected items.

Questions

WhatsApp us (017-553 2390) and include your order number. We reply Monday to Saturday, 10am to 8pm.

Last updated: 9 October 2026 · TCG APEX HUB · Reg. No. 202603059612 (KT0609362‑W)