Widerrufsrecht

Return and Refund Policy

Last updated: 28.11.2025

At Detsuki, we focus on high-quality, factory-sealed Pokémon products and collectibles. To protect the value and authenticity of our items for all customers, we handle returns and refunds with great care and clear rules.

1. General Return Policy

Due to the nature of sealed trading card products, we do not accept returns once an order has been shipped, except in cases of verified damage, defects or incorrect items (see sections below).

This ensures that all products we ship remain in their original, factory-sealed condition and that our customers can trust the authenticity of every item they purchase from us.

2. Packaging Condition & Minor Cosmetic Defects

Trading card products are mass-produced and pass through several stages (manufacturer, distributor, shipping). For this reason, the following are considered minor cosmetic defects and do not qualify for a return or refund, as long as the product is factory-sealed and the contents are unaffected:

  • Small tears, wrinkles or looseness in the plastic wrap

  • Slight dents, pressure marks or whitening on corners or edges of the box

  • Minor imperfections in print, labels or stickers on the outer packaging

We understand that many of our customers are collectors and care about the condition of the packaging.
If the condition of the box is particularly important to you, please contact us before placing your order, and we will do our best – within reason – to select an item in the best available condition.

3. Damages and Issues on Arrival

Please inspect your order as soon as it arrives.

If you notice visible damage to the shipping box or product, we kindly ask you to:

  1. Take photos and a short video:

    • of the outer shipping box (including any visible damage)

    • of the shipping label

    • of the sealed product from all sides

    • of the specific damage or issue

  2. Contact us at shop@detsuki.ch as soon as possible (ideally within a few days of delivery) and include:

    • your order number

    • the photos/video

    • a short description of the issue

This documentation helps us fairly assess whether:

  • the product itself is damaged beyond the outer packaging,

  • a refund, partial refund, replacement, or other solution is appropriate,

  • and whether we need to open a claim with the carrier.

If you received the wrong product, please also contact us immediately so we can correct the mistake.

4. Cancellations & Refunds (Before Shipping)

We understand that plans can change and you may need to cancel an order.

As long as your order has not yet been shipped, you can cancel it under the following conditions:

  1. Store Credit (Preferred Option)

    • You receive a full refund in the form of store credit, which you can use for future purchases.

    • No fees are deducted.

  2. Refund to Original Payment Method

    • If you prefer a refund to your original payment method, a 5% processing fee will be deducted to cover transaction and handling costs.

Once an order has been shipped, cancellations are no longer possible.

5. Pre-Orders and Oversold Situations

For pre-order products, all quantities are subject to confirmation from our suppliers.

If we are unable to fulfil part or all of your pre-order (e.g. due to supplier cuts or a technical oversell), we will:

  • inform you by e-mail as soon as reasonably possible, and

  • refund the affected items in full.

If the cancellation on our side reduces your order value below the free shipping threshold, we may, as a gesture of goodwill and at our discretion:

  • keep your order on free shipping, or

  • offer you the option to add items to restore free shipping before we ship your order.

We always aim to handle such situations fairly and transparently.

6. Non-Returnable Items

As a general policy, we do not accept returns on:

  • any Pokémon products

  • sealed trading card products that have been opened or unsealed

  • sale items

  • gift cards

Our merchandise must remain factory-sealed to ensure authenticity and quality for all customers.

If you have questions about a specific product, please contact us before placing your order.

7. Exchanges

While we do not offer classic “returns”, we are committed to finding a fair solution in case of verified issues.

If:

  • there was an error in your order (wrong item sent), or

  • you received a genuinely defective or heavily damaged item,

please contact us at shop@detsuki.ch with your order number and supporting photos/video.

Depending on stock availability and the specific situation, possible solutions include:

  • replacement of the item,

  • partial refund,

  • full refund, or

  • store credit.

8. Refund Processing

Once we have:

  • reviewed your video/photo documentation and

  • inspected the issue with your order (and, if applicable, received the item back),

we will inform you whether a full or partial refund has been approved.

If a refund is approved:

  • it will be issued to your original payment method within 10 business days, or

  • provided as store credit, if agreed.

Please note that processing times may vary depending on your bank or payment provider.

9. Contact

If you have any questions or concerns about an order, damage, pre-order, or this policy, you can reach us at:

📧 shop@detsuki.chWe’re always happy to help and will do our best to find a fair and transparent solution.