Refund policy

This policy applies to orders placed at pokelockbox.online by customers in New Zealand. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 (CGA) or the Fair Trading Act 1986.

1. Your rights under the Consumer Guarantees Act

Every product we sell is guaranteed to be of acceptable quality, fit for purpose and as described. If a product is faulty, damaged in transit, or not what you ordered, contact us and we will repair, replace or refund it as the CGA requires. For a serious failure you can choose a refund or a replacement. We pay the return shipping for these items.

2. Change-of-mind returns (14 days)

If you change your mind, you can return an item within 14 days of delivery, provided that:

  • Sealed products (booster boxes, Elite Trainer Boxes, booster packs, tins, collection boxes) are unopened, with the original factory seal and shrink wrap intact. Opened or resealed products cannot be returned for change of mind.
  • Single cards are returned in the same condition, in the same sleeve and toploader they were sent in.
  • Accessories are unused and in their original packaging.

You pay the return shipping cost for change-of-mind returns. We recommend a tracked service, because we cannot refund an item that does not reach us.

3. How to start a return

Email contact@pokelockbox.online with your order number and the item(s) you want to return. For faulty or damaged items, please include photos. We will reply within 1–2 business days with the return address and instructions. Please don't send items back before contacting us.

4. How refunds are issued

Once we receive and inspect the item, we email you to confirm. Approved refunds go back to your original payment method within 5 business days; your bank or card provider may take a few more days to show it. For faulty items, we also refund the original shipping cost. For change-of-mind returns, the original shipping cost is not refunded.

5. Pre-orders

You can cancel a pre-order for a full refund at any time before it ships. See our Pre-order Policy for details.

6. Contact

pokelockbox ships from Auckland, New Zealand. Email: contact@pokelockbox.online