Last updated: 23 October 2026
At Pokémon Plazza, we want customers to shop with confidence.
We serve customers in the United Kingdom, United States, Canada and Australia, and offer a 30-day returns policy on eligible purchases.
This policy explains how to request returns, refunds and exchanges, as well as the consumer rights that apply in different countries.
Our voluntary returns policy does not limit or replace any statutory consumer rights.
1. Our 30-Day Returns Policy
We accept eligible change-of-mind returns within 30 calendar days of delivery, regardless of whether you are located in the UK, USA, Canada or Australia.
Under this additional voluntary returns policy:
- Contact us within 30 days of receiving your order.
- Return the item within 14 days of notifying us.
- Items should be unused, unworn and unwashed.
- Original tags, accessories and packaging should be included where reasonably possible.
- Proof of purchase may be required.
These conditions apply to voluntary change-of-mind returns and do not restrict your legal rights concerning faulty, damaged or misdescribed products, or statutory cancellation rights.
2. How to Request a Return
To request a return, email:
Please provide your order number, the product you wish to return and the reason for the request.
We will provide return instructions and help you through the process.
We recommend contacting us before posting a return so that it can be identified and processed efficiently. However, prior approval is not required to exercise statutory cancellation rights.
3. International Returns Address
All physical customer returns are handled at our UK returns address:
Pokémon Plazza
6 Marechal Niel Parade, Main Road
Sidcup, DA14 6QF
United Kingdom
This address is used for returns from customers in the United Kingdom, United States, Canada and Australia.
Our products are shipped directly from suppliers in China, but customers are not required to send returns to our Chinese suppliers.
International customers should be aware that postage to the United Kingdom may cost more than domestic return postage.
4. Return Shipping Costs
Change-of-mind returns
Customers are responsible for the direct cost of return postage to our UK returns address for voluntary change-of-mind returns.
Return costs depend on the country of origin, parcel size, weight and shipping provider.
We do not charge a separate restocking fee.
Faulty, damaged, incorrect or misdescribed items
Where a product is faulty, damaged, incorrect or not as described, we will cover or reimburse reasonable return shipping costs where required by applicable consumer law.
Please contact us before arranging an expensive international return so we can discuss a suitable return method, prepaid label or other appropriate remedy.
We recommend keeping proof of postage.
5. Damaged, Faulty or Incorrect Products
If you receive a damaged, faulty, incorrect or misdescribed product, please contact us at info@pokemonplazza.com.
Include your order number and an explanation of the problem.
Photographs may help us investigate but are not a mandatory condition for exercising statutory consumer rights.
Depending on the circumstances and applicable law, you may be entitled to a refund, repair, replacement or another appropriate remedy.
There is no seven-day reporting deadline limiting your statutory rights.
We remain responsible for handling customer complaints and remedies, even when an order was fulfilled by a third-party supplier.
6. Refund Processing
For eligible voluntary returns, we aim to issue refunds within 14 calendar days of receiving the returned goods.
Refunds are issued to the original payment method unless the customer expressly agrees otherwise.
Where statutory consumer law requires an earlier refund, that deadline will apply.
For eligible UK statutory cancellations, refunds are provided without undue delay and within the applicable legal deadline, generally no later than 14 days after we receive the goods back or receive evidence that they have been returned, whichever is earlier.
Any refund of original delivery costs, additional charges or return expenses will be handled in accordance with the applicable law and the circumstances of the return.
Your payment provider may take additional time to display the refunded amount.
7. Exchanges
We accept eligible exchange requests within 30 calendar days of delivery, subject to product availability.
For voluntary size, colour or preference exchanges:
- Customers pay return postage to our UK returns address.
- We cover standard shipping for the replacement item.
- Replacement products are subject to availability.
If the requested replacement is unavailable, we will offer an eligible refund instead.
Exchanges involving faulty or incorrectly supplied goods will be handled in accordance with applicable consumer law.
8. United Kingdom — Consumer Rights
UK consumers generally have a statutory right to cancel eligible online purchases without giving a reason.
The cancellation period generally ends 14 calendar days after receiving the goods. For orders delivered in separate shipments, the period generally runs from receipt of the final item.
Customers can exercise this right by sending us a clear cancellation statement, including by email.
After notifying us of cancellation, customers generally have another 14 days to return the goods.
Where applicable, we will refund the purchase price and the cost of standard outbound delivery. Customers are responsible for direct return postage for change-of-mind cancellation where this was properly disclosed before purchase.
Reasonable examination of goods does not remove statutory cancellation rights, although a lawful deduction may apply for excessive handling.
Certain statutory exceptions may apply.
UK customers also retain their legal rights for faulty, damaged or misdescribed goods.
9. United States — Consumer Rights
Customers in the United States are covered by our voluntary 30-day returns policy.
Additional consumer protection and refund requirements may apply under federal law and the laws of the customer’s state.
Where these laws provide additional rights or remedies, those rights take precedence over conflicting conditions in our voluntary returns policy.
10. Canada — Consumer Rights
Customers in Canada are covered by our voluntary 30-day returns policy.
Additional rights may apply under federal, provincial or territorial consumer protection laws, including requirements concerning defective goods, online purchases, contract cancellation and refunds.
Nothing in this policy limits rights or remedies that cannot lawfully be excluded.
11. Australia — Australian Consumer Law
Customers in Australia are covered by our voluntary 30-day returns policy.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies.
Consumers may be entitled to a refund or replacement for a major problem, and to other appropriate remedies for a minor problem.
The appropriate remedy depends on the circumstances and Australian Consumer Law.
Our voluntary returns conditions, including the requirement for original packaging, do not restrict rights under these consumer guarantees.
Reasonable return costs for faulty goods will be reimbursed where required by Australian Consumer Law.
12. Order Cancellations
If you wish to cancel an order before dispatch, please email info@pokemonplazza.com as soon as possible.
We will make reasonable efforts to stop processing or dispatch.
Once an order has shipped, any applicable statutory cancellation rights and our voluntary returns policy will continue to apply.
Dispatch does not automatically remove a customer’s legal cancellation rights.
13. Lost or Undelivered Orders
If your order has not arrived within the estimated delivery timeframe, please contact us.
We will investigate with the delivery partner and provide an appropriate remedy under applicable consumer law.
Customers are not required to resolve lost-delivery claims directly with our suppliers in China.
14. Customs and International Returns
Orders are dispatched from China, while customer returns are received in the United Kingdom.
For international returns, customs declarations and postal documentation may be required.
Customers should follow the return instructions and complete any required customs documentation accurately.
If unexpected import, customs or handling charges arise in connection with a return, please contact us so that we can investigate and determine the appropriate treatment under applicable law.
We will not make undisclosed or unlawful deductions from refunds.
15. Contact Information
For returns, refunds, exchanges and order assistance, please contact:
Pokémon Plazza
Email: info@pokemonplazza.com
Phone: +44 7458 658989
Business and returns address:
6 Marechal Niel Parade, Main Road
Sidcup, DA14 6QF
United Kingdom
Customer support hours:
Monday–Friday, 9:00 AM–8:00 PM UK time (GMT/BST).
We aim to respond to customer enquiries as promptly as possible.