Returns and complaints

Returns

Return conditions

• You have 14 days to return goods from the day you receive the parcel.
• Returned goods should be complete and show no signs of use.
• Sealed: unopened items in their original packaging only.
• Include proof of purchase (receipt or invoice) and a statement of withdrawal from the contract.

How do returns work?

You can return your entire order or selected items. To help us process the return promptly, include all documents and pack the products securely.

1. Choose the products to return — return everything or selected items.
2. Provide shipment details — include information such as the shipping method, packaging type and dispatch date.
3. Pack and dispatch the parcel — by courier, parcel locker or drop-off point. Products return to the shop once delivered.

Returns address

You can also send the parcel to this parcel locker:

If you use your own withdrawal statement, include your order number, full name and bank account number if needed for the refund. This will speed up processing.

You can also send your statement by email to: kontakt@pokemonki.pl. The date you send the statement or dispatch the return parcel determines whether the 14-day deadline has been met.

Contact: kontakt@pokemonki.pl • phone: 793 922 557

Refunds and costs

• We issue refunds no later than 14 days after receiving the return parcel.
• The refund method depends on the payment method selected when ordering, usually through the same payment channel.
• Delivery costs are not refunded for partial returns.
• The customer bears the cost of returning goods to the shop.
• If an order was paid for but not collected, we refund the order value less the return shipping cost.

Complaints

If a product is damaged, faulty or does not match your order, submit a complaint — we will help find the best solution.

How to submit a complaint

1. Contact us by email or phone.
2. Describe the problem and provide your order number. Include proof of purchase (receipt or invoice).
3. We will reply as soon as possible with further instructions, such as providing photos or returning the item.
4. If the complaint is accepted, we will propose a solution: replacement, repair, refund or another agreed form of compensation.

Complaints contact

Complaints address

Detailed rules are set out in the Shop’s Terms and Conditions. If you would like a withdrawal statement template, email us and we will send one in reply.