Refund policy
CANCELLATION
Please let us know via the ‘Contact Us’ section located at the bottom of the Home Page, or alternatively email: thesilphcompany@email.com if you would like to cancel your order as soon as possible within 24 Hours after the order has been placed. Don't forget to include your details and any reason as to why you'd like the cancel.
Once the product has been created (1-5 days) including order verification, crafting, assembling, quality check, and packaging, we are no longer able to accept any cancellation of order. However, as long as the package has not been already processed, we can cancel your order and issue a full refund.
RETURNS
We do accept returns if you are unhappy with any product that you have received. Please let us know if you would like to arrange a return within 3 days upon delivery of your item. Once agreed and accepted, please kindly return the item within 30 days of this agreed date for a full refund.
Items MUST be returned in its original condition otherwise a refund will unfortunately not be possible. The customer will be responsible for paying postage to send an item back in which they have changed their mind or no longer require the item. Shipping costs are non-refundable.
CUSTOM ORDERS AND RETURNS
Due to the nature of items that have been a custom order or specifically requested, we cannot offer a return in this instance. The iitem has been designed and crafted with care and is entirely personal for you and has been made by order in which all orders are final.
REFUNDS AND REPLACEMENT FOR DAMAGED ITEMS
Please note that before despatching to the receiver, each item is thoroughly quality checked and packaged securely however we do understand that some items may receive damage whilst in transit from a courier and the customer has to return the item. In this instance where the item has been received damaged by the customer, the postage to return this item will be covered by The Silph Company. This is only after proof of postage has been received which also shows the cost of return.
You may be asked for photographic evidence of any damage that occurred during transit.
For a full refund or replacement for items, we only accept Pokeballs which arrive to you in the following conditions:
- Damaged, Defective or Missing Parts
To receive a replacement or to exchange it for the same item, please kindly let us know via the ‘Contact Us’ section located at the bottom of the Home Page, or alternatively email: thesilphcompany@email.com
To complete your refund, we would require a receipt or proof of purchase.
HALF REFUNDS
There are certain situations where only HALF REFUNDS are granted:
- The item has not arrived to the address [delivery failed or delivery returned to us] because of customer's failure. It may happen if the local post office who delivered the product to your address can't find the address because of:
a. Incomplete address – Please ensure that your street, house number, apartment number, etc are completed and correct.
b. No recipient at the customer's address - Please ensure that there is someone who is authorised to take the package from the delivery courier, otherwise the package will sometimes be returned to your local postal office.
c. The item is ready for self-pick up at your local postal office when for some reason, the courier in some countries are not able to deliver the product to a customer’s address and the customer does not pick up the package, the package will be held at the postal office waiting for collection until a limited time. If no one collects the package, then they may return the package to us again which we are not responsible for. So we ask that you are able to please ensure that you keep yourself updated with the shipping information.
With these conditions of HALF REFUNDS explained above, we can offer the customer two options:
1. Half-refund from the net purchase amount [not included the shipping cost]
2. Replacement to the customer.
We can re-send the package to the customer even though the first package is not delivered because of customer's failure. T&C applied :
- Customer will need to pay 20% of the purchase amount [Additional for our operational cost, shipping cost, etc]
- We will ship out the item again to the customer's address however before we do so, we will ask you to ensure that the address is correct.
- We ask you to please wait patiently for the new replacement as depending on your location, the time it may take for your exchanged product to reach you may vary.
MISSING ITEMS
All orders are sent via tracked delivery in which a tracking number will be provided to the customer. If the item has been lost in transit in which 10 days have passed since the expected delivery date, please do contact us in which we can offer a full refund as this item will be assumed lost by your local courier.
If the order has shown to be delivered however the customer has not received this item, PokeBallShop.com is unable to accept any liability for this in which the customer will need to raise this issue with their local courier to enquire as to the location of their item and the circumstances of it being delivered but not received.
Thank you for visiting our shop, if you have any further questions or queries then please don’t hesitate to message us.
Items MUST be returned in its original condition otherwise a refund will unfortunately not be possible. The customer will be responsible for paying postage to send an item back in which they have changed their mind or no longer require the item. Shipping costs are non-refundable.
CUSTOM ORDERS AND RETURNS
Due to the nature of items that have been a custom order or specifically requested, we cannot offer a return in this instance. The iitem has been designed and crafted with care and is entirely personal for you and has been made by order in which all orders are final.
REFUNDS AND REPLACEMENT FOR DAMAGED ITEMS
Please note that before despatching to the receiver, each item is thoroughly quality checked and packaged securely however we do understand that some items may receive damage whilst in transit from a courier and the customer has to return the item. In this instance where the item has been received damaged by the customer, the postage to return this item will be covered by The Silph Company. This is only after proof of postage has been received which also shows the cost of return.
You may be asked for photographic evidence of any damage that occurred during transit.
For a full refund or replacement for items, we only accept Pokeballs which arrive to you in the following conditions:
- Damaged, Defective or Missing Parts
To receive a replacement or to exchange it for the same item, please kindly let us know via the ‘Contact Us’ section located at the bottom of the Home Page, or alternatively email: thesilphcompany@email.com
To complete your refund, we would require a receipt or proof of purchase.
HALF REFUNDS
There are certain situations where only HALF REFUNDS are granted:
- The item has not arrived to the address [delivery failed or delivery returned to us] because of customer's failure. It may happen if the local post office who delivered the product to your address can't find the address because of:
a. Incomplete address – Please ensure that your street, house number, apartment number, etc are completed and correct.
b. No recipient at the customer's address - Please ensure that there is someone who is authorised to take the package from the delivery courier, otherwise the package will sometimes be returned to your local postal office.
c. The item is ready for self-pick up at your local postal office when for some reason, the courier in some countries are not able to deliver the product to a customer’s address and the customer does not pick up the package, the package will be held at the postal office waiting for collection until a limited time. If no one collects the package, then they may return the package to us again which we are not responsible for. So we ask that you are able to please ensure that you keep yourself updated with the shipping information.
With these conditions of HALF REFUNDS explained above, we can offer the customer two options:
1. Half-refund from the net purchase amount [not included the shipping cost]
2. Replacement to the customer.
We can re-send the package to the customer even though the first package is not delivered because of customer's failure. T&C applied :
- Customer will need to pay 20% of the purchase amount [Additional for our operational cost, shipping cost, etc]
- We will ship out the item again to the customer's address however before we do so, we will ask you to ensure that the address is correct.
- We ask you to please wait patiently for the new replacement as depending on your location, the time it may take for your exchanged product to reach you may vary.
MISSING ITEMS
All orders are sent via tracked delivery in which a tracking number will be provided to the customer. If the item has been lost in transit in which 10 days have passed since the expected delivery date, please do contact us in which we can offer a full refund as this item will be assumed lost by your local courier.
If the order has shown to be delivered however the customer has not received this item, PokeBallShop.com is unable to accept any liability for this in which the customer will need to raise this issue with their local courier to enquire as to the location of their item and the circumstances of it being delivered but not received.
Thank you for visiting our shop, if you have any further questions or queries then please don’t hesitate to message us.