Refund policy
At GemPulls we want our customers to have confidence when purchasing Pokémon TCG products from our store.
This Return and Refund Policy explains our procedures for returns, refunds, cancellations, damaged products, and incorrect orders.
Nothing in this policy is intended to limit or exclude any mandatory consumer rights or legal remedies that apply to your purchase.
1. Right of Withdrawal
For eligible consumer purchases, customers located in the European Union may have a statutory right of withdrawal under applicable consumer-protection law.
Where applicable, customers may generally withdraw from a distance contract within the legally prescribed withdrawal period without providing a reason.
The applicable withdrawal period, exceptions, conditions, and consequences are determined by the law applicable to the purchase.
2. How to Request a Return
If you wish to request a return or exercise an applicable withdrawal right, please contact us at:
Please include:
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Full name
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Order number
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Email address used for the purchase
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Product(s) you wish to return
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Reason for contacting us, if applicable
We will provide the appropriate return instructions where a return is available.
3. Return Condition
Unless otherwise required by applicable law, returned products should be sent back in a condition that allows us to reasonably inspect and identify the product.
For sealed Pokémon TCG products, we strongly recommend keeping the product sealed, unopened, and in its original condition if you intend to return it.
Customers should take reasonable care when handling products before returning them.
Where applicable, a customer may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods, subject to applicable law.
4. Sealed Trading Card Products
Because Pokémon TCG products may include sealed booster packs, boxes, collections, and other collectible products, we recommend that customers carefully inspect their order before opening sealed products.
Opening, altering, or materially damaging a sealed collectible product may affect the availability or value of certain return remedies, to the extent permitted by applicable law.
Nothing in this section removes any statutory rights relating to defective, damaged, incorrect, or non-conforming products.
5. Damaged Products
If your order arrives damaged, please contact us as soon as reasonably possible.
Please provide:
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Order number
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Photos of the shipping package
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Photos of the shipping label
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Photos of the damaged product
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Description of the damage
We may request additional information to determine whether the damage occurred during shipping or before delivery.
We will review the claim and provide an appropriate remedy in accordance with applicable law.
6. Incorrect or Missing Products
If you receive a product that is different from what you ordered, or if an item is missing from your order, please contact us at:
Please include your order number and photographs of the products received where appropriate.
We will investigate the issue and, where applicable, arrange for the correct product to be supplied, the missing product to be sent, or another legally appropriate remedy.
7. Defective or Non-Conforming Products
If a product is defective, damaged, or does not conform to the applicable purchase agreement, you may have statutory rights and remedies under applicable consumer-protection law.
Depending on the circumstances, available remedies may include repair, replacement, price reduction, refund, or other remedies provided by law.
Please contact us as soon as reasonably possible so that we can review the issue.
8. Refunds
When a refund is approved, the refund will generally be issued using the original payment method unless otherwise required or permitted by applicable law.
The timing of the refund may depend on the payment provider or financial institution.
Where a statutory withdrawal right applies, refunds will be handled in accordance with the applicable legal requirements.
9. Return Shipping Costs
Return shipping costs will be handled according to the circumstances of the return and applicable law.
Where a customer exercises a statutory withdrawal right, the customer may be responsible for the direct cost of returning the goods where permitted by applicable law and where the customer was properly informed of this responsibility.
Where a product is defective, incorrect, damaged, or otherwise covered by a legal remedy requiring us to bear the relevant costs, GemPulls.shop will handle return costs in accordance with applicable law.
10. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to cancel an order before it is processed or shipped.
However, an order may not be cancellable once it has been dispatched, subject to any statutory cancellation or withdrawal rights that apply.
11. Pre-Orders
Pre-orders may be subject to special cancellation and fulfillment conditions.
Customers should review the applicable product listing and our Pre-Order Policy before placing a pre-order.
Any statutory consumer rights that apply to pre-orders remain unaffected.
12. Non-Returnable Products
Certain products may be excluded from statutory withdrawal rights where a legal exception applies.
For example, certain sealed goods may be subject to statutory exceptions once they have been unsealed where the nature of the goods makes this legally applicable.
Any such exception will apply only to the extent permitted by applicable law.
13. Refund Processing
Once an approved return has been received and reviewed, we will process any applicable refund or other remedy within the timeframe required by applicable law.
Refund processing times may vary depending on the payment method and financial institution.
14. Exchanges
Where appropriate and available, we may offer an exchange for an eligible product.
If an exchange is not available, another remedy may be provided in accordance with applicable law.
15. Contact Information
For all return, refund, cancellation, or product-related requests, please contact:
GemPulls.shop
Holstenwall 76
06804 Burgkemnitz
Germany
Email: contact@GemPulls.shop
Phone: +1 (479) 345-1674
Please include your order number in all order-related communications so that we can assist you as efficiently as possible.
16. Consumer Rights
This Return and Refund Policy does not replace or restrict any mandatory rights you may have under applicable consumer-protection laws.
Where applicable law provides rights that are more favorable to the customer than the terms stated in this policy, those legal rights will apply.