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RETURN / EXCHANGE POLICY - EUROPE, EXTRA EU

If for any reason the customer is not satisfied with his purchase, the items can be returned within 14 days from the date of receipt of the goods.

 Return Instructions:

  • Returned items must not show any signs of use.
  • Before making the return, the customer must be authorized by Pokemaoke.
  • To request authorization to return, the customer must send an email to ecommerce@pokemaoke.com indicating the order number and the items to be returned.
  • In the confirmation of return from Pokemaoke sent by email, the customer will receive the instructions for the return. Except for particular exceptions, Pokemaoke will send its own courier to the address established with the Customer for the collection of the returned goods. The courier will apply an adhesive label on the package that the customer will deliver. The Customer must prepare the returned goods inside the original Pokemaoke box and close the latter in order to avoid loss and / or damage.
  • The costs for the return are charged to the customer, the rate will be communicated by Pokemaoke after the request for return by the customer which will be paid by bank transfer or by credit card with the link sent by Pokemaoke.
  • Refunds will be processed as soon as the procedures for receiving, verifying and accepting the goods are completed. Refunds will be made with the same payment method used by the Customer during the purchase within 14 days of receipt of the goods.
  • In the event that the Customer receives defective goods, or that Pokemaoke shipments errors occur, it is required to follow the same procedure indicated above. Pokemaoke reserves the right to request photographic material before authorizing the return for defective goods.
  • Shipments not authorized by Pokemaoke, or which have imperfections and / or deficiencies inside the package, will not be accepted and will be sent back to the Customer's address indicated during the purchase.

Exchange Instructions:

  • Exchange items must not show any signs of use.
  • Before making the Exchange, the Customer must be authorized by Pokemaoke.
  • To request the authorization for the Change (size change, size change or item change), the Customer must send an email to ecommerce@pokemaoke.com indicating the order number, the items to be changed and the items with which they would like to carry out the Exchange.
  • In the confirmation of Exchange by Pokemaoke sent by email, the Customer will receive the instructions for the exchange.
  1. If the customer has to pay a difference, the balance must be paid by bank transfer or by credit card with the link sent by Pokemaoke.
  2. If the exchange rate is at par, only the amount of the shipping costs needed for the exchange must be paid. The rate will be communicated by Pokemaoke after the return request by the Customer which will be paid by bank transfer or by credit card with the link sent by Pokemaoke.

 

  • Except for particular exceptions, Pokemaoke will send its own courier to the address established with the customer for the collection of the goods subject to exchange. The courier will apply an adhesive label on the package that the customer will deliver. The Customer must prepare the returned goods inside the original Pokemaoke box and close the latter in order to avoid loss and / or damage.
  • Pokemaoke will notify the Customer if the delivery of the goods in exchange will take place at the same time as the withdrawal of the goods to be returned (EXCHANGE service) or if at a later time.
  • In the event that the Customer receives defective goods, or that Pokemaoke shipments errors occur, it is required to follow the same procedure indicated above. Pokemaoke reserves the right to request photographic material before authorizing the return for defective goods.
  • Shipments not authorized by Pokemaoke, or which have imperfections and / or deficiencies inside the package, will not be accepted and will be sent back to the Customer's address indicated during the purchase by applying a charge equal to 10% of the value of the returned goods. .

 

  • ANY EXPENSES, FOREIGN IMPORT TAXES AND / OR CUSTOMS DUTIES ARE CHARGED TO THE CUSTOMER.
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