Refund policy

Return & Refund Policy

Poke-Hub | United Arab Emirates

At Poke-Hub, operated by INFINITY E COMMERCE & WHOLESALE - FZCO, we aim to provide customers with a transparent and reliable shopping experience.

Please review our return and refund conditions before purchasing.

1. Returns Within 7 Days

We accept change-of-mind return requests for eligible products within 7 calendar days of delivery.

Eligible products include:

  • Factory-sealed Pokémon booster boxes

  • Sealed Elite Trainer Boxes (ETBs)

  • Factory-sealed booster bundles

  • Sealed collection boxes

  • Other unopened, factory-sealed trading card products

To qualify for a change-of-mind return:

  • The product must be unused and unopened.

  • All original factory seals must remain intact.

  • The product must be in its original packaging and condition.

  • Proof of purchase or an order number must be provided.

  • The return must be requested within 7 calendar days after delivery.

These conditions apply to voluntary change-of-mind returns and do not restrict statutory consumer rights.

2. Products Excluded From Change-of-Mind Returns

Due to the collectible nature of trading cards and the risk of tampering or product swapping, we generally do not accept voluntary change-of-mind returns for:

  • Individual or loose trading cards

  • Graded cards and slabs

  • Opened booster packs, boxes or bundles

  • Products with broken or removed factory seals

  • Used or altered products

  • Clearance items where the restriction was disclosed before purchase

Important: These exclusions do not apply where a customer is entitled to a remedy under applicable UAE consumer protection law, including for defective, incorrect or misdescribed products.

3. Damaged, Defective or Incorrect Products

If you receive a damaged, defective, incorrect or misdescribed product, please contact us as soon as possible.

We recommend contacting us within 48 hours of delivery to help us investigate and resolve the issue promptly.

The 48-hour period is a recommendation only and does not limit your statutory consumer rights.

Please provide your order number, a description of the issue and photographs where available.

Where required by applicable UAE law, we will provide a refund, replacement or other appropriate remedy.

4. How to Request a Return

To request a return, email:

pokehub@infinity-biz.com

Please include:

  • Your full name

  • Order number

  • Product name

  • Reason for return

  • Supporting photographs, if available

For voluntary change-of-mind returns, requests must be submitted within 7 calendar days of delivery.

We aim to respond within 2 business days.

If the return is accepted, we will provide instructions and a return shipping address.

Please contact us before sending products back so we can arrange the return correctly.

5. Return Shipping Costs

Change-of-Mind Returns

Customers are responsible for the cost of return shipping unless otherwise agreed.

The exact return shipping cost depends on the courier and the parcel's size, weight and destination. Customers can arrange a tracked return shipment using a suitable courier.

Original delivery charges are generally not refunded for voluntary change-of-mind returns, subject to applicable law.

Damaged, Defective or Incorrect Products

Where a product qualifies for a remedy under applicable UAE consumer protection law, return shipping costs and arrangements will be handled in accordance with those legal requirements.

6. Refund Processing

Once we receive an eligible returned item, we will inspect it and notify you of the outcome.

For approved refunds:

  • Refunds will be issued to the original payment method wherever possible.

  • We aim to process refunds within 10 business days after approval.

  • Your bank or payment provider may require additional processing time.

A voluntary change-of-mind refund may be declined if the product does not meet the stated return conditions.

This does not affect refunds or other remedies required under applicable UAE consumer protection law.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.

7. Consumer Protection Rights

Nothing in this policy excludes or limits rights and remedies available under applicable UAE consumer protection legislation.

Where mandatory consumer protection requirements apply, those requirements take precedence over our voluntary return conditions.

8. Contact Information

Store Name: Poke-Hub

Legal Company: INFINITY E COMMERCE & WHOLESALE - FZCO

Trade Licence: 44120

Registered Address: DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates

Email: pokehub@infinity-biz.com

Phone: +971 58 545 2309

Website: https://www.poke-hub.com