The Hare & the Tortoise (EN)

Return and Exchange Policy for Poké Jeux

Welcome to Poké Jeux, your favorite destination for toys and collectible cards! We are committed to providing an exceptional shopping experience to our customers in Canada. Our return and exchange policy is designed to ensure your satisfaction and peace of mind when shopping online. Please read the following guidelines carefully to understand our return and exchange process.

1. Return and Exchange Period: You have 30 days from the date of receiving your order to request a return or exchange.

2. Eligible Products: Products must be in their original condition, unopened, unused, and with their packaging and labels intact. Sale items, personalized items, or limited-edition items may not be eligible for returns or exchanges, except in the case of manufacturing defects.

3. Requesting a Return or Exchange: To request a return or exchange, please contact us via email at [info@pokejeux.ca] and provide your order number. Specify whether you would like a refund or an exchange and provide the reason for your request.

4. Return Fees: Return fees are the responsibility of the customer, except in the case of manufacturing defects or our error. Poké Jeux is not responsible for lost or damaged packages during the return process.

5. Return Address: Please send your returns to the following address: Poké Jeux 70-3275 Industry Road, Saint-Mathieu-de-Beloeil, J3G 0M8, Quebec, Canada.

6. Processing Returns and Exchanges: Once your request is approved, we will provide you with detailed instructions for returning the product. Processing returns and exchanges may take up to 5 business days after receiving your item.

7. Refund or Exchange: Refunds will be issued via the original payment method. Exchanges are subject to product availability. If the desired item is not available, a refund will be offered.

8. Defective or Incorrect Items: If you receive a defective or incorrect item, please contact us immediately to arrange for a replacement or refund. Return fees will be covered by Poké Jeux.

9. In-Store Return Policy (if applicable): For customers who prefer to make their returns in-store, please refer to our in-store return policy on our website for more information.

10. Customer Service: Our customer service team is here to assist you. Feel free to contact us with any questions or concerns. We strive to ensure your complete satisfaction at Poké Jeux. If you have any questions about our return and exchange policy, please don't hesitate to contact us. We thank you for being a part of our community of satisfied customers.

This return and exchange policy is subject to change without prior notice. Please refer to our website for the most up-to-date information. Last updated: September 11, 2023.