Return and Refund Policy

Effective date: 23.10.2026

1. Return Period Returns must be requested within 15 days of receiving your order. Any request made after this period will be systematically refused. This period does not apply to pre-orders, which are governed by specific conditions.

2. Eligibility Conditions For a return to be accepted, the product must meet all of the following conditions:

Be new, unopened, sealed and in perfect condition.

Be in its original, fully intact packaging.

Have been authorised by us in advance.

Any return that does not strictly meet these conditions will be refused, and the item will be neither refunded nor sent back, unless you cover the new shipping costs.

3. Non-Refundable Products (Final Sale) To guarantee the integrity of our products, the following items are considered final sales and can be neither returned nor refunded:

Trading cards, boosters, displays or boxes that have been opened, unsealed or altered.

Sale or promotional items.

Products from pre-orders, which are subject to their own specific conditions accepted at the time of ordering (see Pre-order Conditions). These products can be neither returned nor refunded, unless the product is officially cancelled by the publisher.

4. Return Procedure To make a return, please follow these steps exactly:

Send an email to contact@pokealp.com with your order number and the reason for your request.

Once the return has been authorised by our team, you will receive the shipping address.

Pack the product very carefully (you are responsible for its condition on arrival) and ship it.

5. Return Costs Shipping costs for returning an item are borne entirely by the buyer. We strongly recommend using a tracked shipping service, as we cannot guarantee receipt of your returned item. Initial shipping costs are non-refundable.

6. Refunds Once the product has been returned, received and inspected by us, we will notify you by email of the approval or rejection of your refund. If the return is approved, the refund will be made using the same payment method used for the purchase, within 10 business days.

7. Defective Products or Shipping Errors on Our Part If you receive an item damaged during transport, or if a shipping error attributable to PokeAlp is found (an item different from the one shown on the order confirmation), please contact us within 48 hours of receipt with supporting photos. After this period, no claim can be accepted. After verification, we will offer you a replacement or a refund. Errors of choice on the part of the customer do not constitute grounds for a return or refund.

Minor cosmetic wear on the original packaging (creases, small corner marks, slight dents), which is common on sealed products and sometimes present straight from the factory, does not constitute a defect where the product is sealed, complete and its contents are not affected. It does not give rise to an exchange or refund at PokeAlp’s expense. An exchange remains possible on request, under the conditions of articles 2 and 5.

8. Contact For any question regarding a return, please use the contact form.

9. Specific Provisions for Customers Residing in France

9.1. Right of Withdrawal

In accordance with Articles L221-18 et seq. of the French Consumer Code, customers residing in France have a period of fourteen (14) calendar days from receipt of their order to exercise their right of withdrawal, without having to give any reason.

This right may only be exercised under the following conditions: the product must be returned in its original condition, sealed, unopened, with its shrink wrap intact and unaltered, in its intact original packaging. Any withdrawal request must be notified by email to contact@pokealp.com together with the completed withdrawal form (available in the annex to this policy or on request).

9.2. Exclusions and Limitations of the Right of Withdrawal

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for the following products:

(a) Trading cards sold individually, whose condition is precisely described on the product page (photographs and description). These goods, selected according to criteria specific to each copy, constitute goods made to the consumer’s specifications within the meaning of Article L221-28, 3°.

(b) Any sealed product that has been unsealed, opened or altered after delivery (boosters, displays, boxes, ETBs, tins and any product in original shrink wrap or blister). Opening the seal makes the product unfit for resale and results in a total loss of value. In accordance with Article L221-23 of the French Consumer Code, the customer is liable for any depreciation of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. The deduction applied may reach 100% of the product price for any unsealed item.

9.3. Pre-orders

As soon as a pre-order is confirmed, PokeAlp places a firm and irrevocable order with its suppliers. The customer is informed of this and expressly accepts it. Performance of the contract therefore begins immediately with the placing of this supplier order.

Any request to cancel a pre-order before shipment may be refused where the corresponding supplier order has already been placed and cannot be cancelled. The 14-day right of withdrawal runs from receipt of the product, in strict compliance with the conditions set out in article 9.1 (product sealed, intact, in original packaging).

9.4. Return Costs

Return costs are borne entirely by the customer. Returns are sent by international post to Switzerland. A tracked shipping service must be used and, for valuable items, transport insurance. PokeAlp accepts no liability for returned parcels that are lost or not received. Initial shipping costs are non-refundable.

9.5. Refund Terms

In the event of a valid withdrawal, the refund will be made within fourteen (14) days of receipt and inspection of the returned product, using the original payment method. The refund may be withheld until the returned goods have actually been received or until the customer has provided proof of shipment, whichever occurs first.

9.6. Legal Guarantee of Conformity

The customer benefits from the legal guarantee of conformity provided for in Articles L217-3 et seq. of the French Consumer Code, as well as the guarantee against hidden defects provided for in Articles 1641 et seq. of the French Civil Code. These guarantees apply independently of this return policy.

9.7. Mediation

In the event of a dispute, the customer may use the consumer mediation service free of charge. The contact details of the competent mediator are available on request at contact@pokealp.com or on the European online dispute resolution platform: https://ec.europa.eu/consumers/odr.

9.8. Withdrawal Form

(Complete and return only if you wish to withdraw)

To: PokeAlp SNC, Geneva, Switzerland, contact@pokealp.com

I hereby give notice that I withdraw from the contract for the sale of the following goods: [product description]. Ordered on [date] and received on [date]. Customer name: [name]. Customer address: [address]. Date: [date]. Signature (only if notified on paper): [signature].

10. Specific Provisions for Customers Residing in Germany

10.1. Widerrufsrecht (Right of Withdrawal)

Customers residing in Germany have a right of withdrawal of fourteen (14) days from receipt of the goods, in accordance with §§ 312g and 355 BGB. This right may be exercised without giving any reason by sending an express declaration to contact@pokealp.com or by using the online withdrawal button (“Vertrag widerrufen”) provided on the website.

10.2. Widerrufsbelehrung (Information on the Right of Withdrawal)

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period expires fourteen days after the day on which you, or a third party designated by you (other than the carrier), took physical possession of the goods. To exercise your right of withdrawal, you must inform us (PokeAlp SNC, Geneva, Switzerland, contact@pokealp.com) of your decision to withdraw from this contract by means of an unambiguous statement (for example, a letter sent by post or an email). You may use the model withdrawal form below, but it is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

10.3. Folgen des Widerrufs (Consequences of Withdrawal)

If you withdraw from this contract, we will reimburse all payments received from you, with the exception of any additional delivery costs resulting from your choice of a delivery method other than the least expensive method offered. The refund will be made within fourteen days of receipt of your withdrawal notice. The refund may be withheld until the returned goods have been received or until you have provided proof of shipment. The refund will be made using the same payment method as the one used for the original transaction, unless expressly agreed otherwise.

10.4. Rücksendung (Return of Goods)

You must send back the goods without undue delay and in any event no later than fourteen days from the day on which you notified us of your withdrawal. You bear the costs of returning the goods. Goods are returned by international post to Switzerland. We recommend using a tracked service and, for valuable items, transport insurance. PokeAlp accepts no liability for returned parcels that are lost or not received.

10.5. Wertersatz (Compensation for Loss of Value)

In accordance with § 357 (7) BGB, the customer must compensate for any loss of value of the goods where this loss results from handling of the goods beyond what is necessary to establish their nature, characteristics and functioning. For sealed TCG products (boosters, displays, boxes, ETBs, tins and any product in original shrink wrap or blister), opening the seal constitutes handling beyond mere inspection and results in a loss of value of up to 100% of the product price, as the opened item can no longer be resold as a sealed product.

10.6. Ausschluss des Widerrufsrechts (Exclusions from the Right of Withdrawal)

In accordance with § 312g (2) No. 1 BGB, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised. Trading cards sold individually, selected according to criteria specific to each copy (condition, grading, rarity), may fall under this exception.

10.7. Vorbestellungen (Pre-orders)

The customer is informed and expressly accepts that, as soon as a pre-order is confirmed, PokeAlp places a firm and irrevocable order with its suppliers. Performance of the contract begins immediately with this supplier order. Any request for cancellation before shipment may be refused if the supplier order can no longer be cancelled. The 14-day Widerrufsrecht applies from receipt of the product, under the conditions set out in articles 10.1 to 10.5.

10.8. Gesetzliche Gewährleistung (Legal Warranty)

The consumer’s rights under the legal guarantee of conformity (§§ 434 et seq. BGB) are not affected by this policy. Any lack of conformity found within the statutory periods may be the subject of a claim to contact@pokealp.com.

10.9. Muster-Widerrufsformular (Model Withdrawal Form)

(Complete and return only if you wish to withdraw)

To: PokeAlp SNC, Geneva, Switzerland, contact@pokealp.com

I/We hereby give notice that I/we withdraw from my/our contract for the purchase of the following goods: [description of goods]. Ordered on [date] / received on [date]. Name of consumer(s): [name]. Address of consumer(s): [address]. Date: [date]. Signature (only if notified on paper): [signature].

10.10. Online Withdrawal Button

In accordance with the regulation transposing EU Directive 2023/2673, in force since 19 June 2026, an online withdrawal button (“Vertrag widerrufen”) is available on the website for customers residing in Germany. This button allows the right of withdrawal to be exercised without having to log in to a customer account. An acknowledgement of receipt is sent automatically by email after any withdrawal declaration made by this means.

11. Taxes and Import Duties (EU Customers)

PokeAlp is a Swiss company. Orders to the European Union are shipped from Switzerland, and customs clearance is handled by PokeAlp. The VAT of the destination country is included in the displayed price, and any customs duties are calculated and paid at checkout. No additional charges are requested from the customer upon delivery.

12. Applicable Law

These conditions are governed by Swiss law, subject to the mandatory consumer protection provisions of the customer’s country of residence, where these provisions offer a higher level of protection.