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Refund policy

RETURN AND REFUND POLICY

Effective Date: February 23, 2026
Last Updated: February 23, 2026

1. POLICY OVERVIEW

At jays poke hub llc ("we," "us," or "our"), we are your ultimate Pokémon paradise—and we take product integrity seriously. We sell Pokémon Trading Card products (including sealed items, singles, and graded cards) and we guarantee that everything we sell is 100% authentic.

Because sealed Pokémon products can be compromised through tampering, pack weighing, searching, resealing, or card swapping, all sales are final once an order has shipped. This policy applies to all purchases made through jayspokehub.com and is designed to protect the integrity of our products and to keep things fair for all customers.

2. ALL SALES FINAL AFTER SHIPPING (NO RETURNS)

Once a product has been shipped from our facility, it is a final sale and cannot be returned, exchanged, or refunded except as specifically described in Section 3 (Damages/Issues) and Section 8 (Authenticity Guarantee).

This includes, but is not limited to:

  • Sealed booster packs, booster boxes, Elite Trainer Boxes (ETBs), and cases
  • Any sealed Pokémon products or bundles
  • Single cards
  • Graded cards
  • Promotional items
  • Sale/clearance items
  • Gift cards (non-refundable under any circumstances)

We do not offer exchanges, store credit, or refunds due to:

  • Change of mind or customer preference
  • Pull rates, card contents, or “bad luck” openings
  • Market price changes or value fluctuations
  • Buyer’s remorse

This “no returns after shipping” rule exists to protect customers and our business from tampering risks such as resealing, pack weighing, searching, or card swapping.

3. DAMAGES AND ISSUES (DAMAGED/INCORRECT ORDERS)

Please inspect your order immediately when it arrives. If your item arrives damaged, incorrect, or missing, contact us immediately at jayspokehub@gmail.com with your order number and clear photos so we can evaluate the issue.

We stand behind the quality and authenticity of our products. While all sales are final once shipped, we will review and, if approved, resolve issues in the following situations:

3.1 Damage in Transit

Items damaged during shipping (including visible damage to the shipping box and/or product).

3.2 Incorrect Item Sent

You received a different item than what you ordered (wrong product, wrong set, etc.).

3.3 Missing Items

Items listed on your order confirmation are missing from your delivery.

4. REPORTING DAMAGES AND ISSUES

4.1 Inspect Immediately

Customers must inspect their order immediately upon delivery. If the shipping box shows damage, please take photos of the package before opening.

4.2 Contact Us Immediately (Photos Required)

If there is any issue, contact us immediately at jayspokehub@gmail.com with:

  • Your order number
  • Clear photos of the shipping box (all sides), shipping label, and packing materials
  • Clear photos of the product(s) and the issue (damage/incorrect/missing)
  • A brief description of what happened

4.3 Timing Matters

The sooner you contact us, the better we can help. Claims that are delayed may be denied if we cannot verify the condition of the items upon delivery.

5. EVALUATION AND RESOLUTION PROCESS

5.1 Review Period

Upon receiving your claim, we will review the provided evidence within 2-3 business days and notify you via email whether your claim has been approved or denied.

5.2 Approved Claims

If your claim is approved, we will offer one of the following resolutions at our sole discretion:

  • Replacement: We will ship a replacement of the same product at no additional cost
  • Refund: We will issue a full refund to your original payment method
  • Partial Refund: In cases of minor damage, we may offer a partial refund while you keep the product

5.3 Return Shipping for Approved Claims

If we require the product to be returned:

  • We will provide a prepaid return shipping label
  • You must ship the item to: 10606 Corona Avenue, Queens, NY 11368
  • Items must be returned in the same condition received, with all original packaging
  • Unsolicited returns sent without prior authorization will be refused and returned to sender

5.4 Denied Claims

If your claim is denied, we will provide a detailed explanation. Our decision is final.

6. REFUND PROCESSING

6.1 Timeframe

For approved refunds:

  • We will process your refund within 5 business days of receiving and inspecting the returned product (if return is required)
  • Refunds will be issued to the original payment method used for purchase
  • Please allow 5-10 business days for your bank or credit card company to process and post the refund

6.2 Refund Inquiries

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at jayspokehub@gmail.com.

6.3 Shipping Costs

Original shipping costs are non-refundable unless the error was on our part (wrong item shipped, defective product, etc.).

7. ORDER CANCELLATIONS

7.1 Before Processing/Shipment

Cancellations are accepted only if your order has not yet been processed or shipped. To request a cancellation, contact us as soon as possible at jayspokehub@gmail.com with your order number.

7.2 After Processing/Shipment

If your order has already been processed or shipped, it cannot be cancelled. All sales are final once the product has shipped, subject only to the Damages and Issues process in Section 3/4 and the Authenticity Guarantee in Section 8.

8. AUTHENTICITY GUARANTEE

We guarantee that all products sold by jays poke hub llc are 100% authentic Pokémon products sourced directly from authorized distributors and manufacturers. Any product found to be counterfeit will be eligible for a full refund regardless of the standard return policy restrictions.

To dispute authenticity, customers must provide:

  • Professional authentication certificate from a recognized grading company (PSA, BGS, CGC)
  • Product must be returned unopened in original condition
  • Claim must be made within 30 days of delivery

9. FRAUD PREVENTION

We reserve the right to:

  • Refuse returns or refunds if we suspect fraudulent activity, including but not limited to pack searching, weighing, or resealing
  • Ban customers from future purchases who engage in return fraud or abuse this policy
  • Pursue legal action for fraudulent claims or stolen merchandise

10. INTERNATIONAL ORDERS

10.1 Non-U.S. Customers

International customers are subject to the same return policy. Please note:

  • Customers are responsible for any customs fees, duties, or taxes
  • Return shipping costs for international orders (if approved) may be the customer's responsibility
  • Extended shipping times may affect the 48-hour reporting window; contact us immediately upon delivery

10.2 European Union Customers

Notwithstanding the above, customers in the European Union have the right to cancel their order within 14 days of receipt under EU Distance Selling Regulations, provided the products remain unopened and sealed in their original manufacturer packaging. This cooling-off period does not apply to:

  • Sealed products that have been opened
  • Products that can be tampered with or searched (booster packs, ETBs, etc.) once the seal is broken
  • Personalized or custom orders

To exercise this right, contact jayspokehub@gmail.com within 14 days of delivery. You will be responsible for return shipping costs unless the product is defective or incorrect.

11. CONTACT INFORMATION

For any questions, concerns, or claims related to this Return and Refund Policy, please contact us:

Email: jayspokehub@gmail.com
Return Address: 10606 Corona Avenue, Queens, NY 11368
Business Hours: Monday - Friday, 9:00 AM - 6:00 PM EST

12. POLICY MODIFICATIONS

We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to jayspokehub.com. Your continued use of our services following any changes constitutes acceptance of the modified policy.

13. GOVERNING LAW

This Return and Refund Policy shall be governed by and construed in accordance with the laws of the State of New York, United States, without regard to its conflict of law provisions.

BY MAKING A PURCHASE FROM JAYS POKE HUB LLC, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THIS RETURN AND REFUND POLICY.

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