Refund policy

Return & Refund Policy

At Prism, we are committed to providing collectors with 100% authentic Pokémon Trading Card Game products and a safe, trustworthy shopping experience. Every order is handled with care, precision, and quality control to ensure you receive products in perfect collectible condition.

Customer satisfaction is extremely important to us. Because of the sealed and collectible nature of trading card products, we have created a clear and fair return policy that protects both our customers and the integrity of every product we sell.

Please read this policy carefully before making a purchase.

1. General Return Eligibility

We accept return requests within 60 days from the date of delivery, provided that all conditions below are strictly met:

To qualify for a return, the item must:

  • Be unused, unopened, and factory sealed
  • Have original shrink wrap and seals fully intact
  • Be returned in its original packaging, including all inserts, accessories, or extras
  • Include a valid proof of purchase (order confirmation or receipt)

⚠️ Important Notice:

Any product that has been opened, tampered with, or has damaged or removed shrink wrap is strictly not eligible for return or refund.

This policy is in place to protect all customers from resealed, searched, or compromised collectible products.

2. Non-Returnable & Final Sale Items

For hygiene, authenticity, and collectible protection reasons, the following items are considered final sale and cannot be returned or refunded:

  • Opened or unsealed Pokémon TCG products
  • Booster packs (once opened or tampered with)
  • Elite Trainer Boxes, booster boxes, or bundles that have been opened
  • Single booster packs (unless confirmed defective on arrival)
  • Clearance, promotional, or discounted items
  • Gift cards
  • Custom orders or special-request products

3. Return Request Procedure

To ensure fast and secure handling, all returns must follow the process below:

Step 1 – Contact Us

Email us at: info@Prism.com within 60 days of delivery.

Please include:

  • Your order number
  • Product name(s)
  • Reason for return
  • Clear photos (if applicable)

Step 2 – Approval

Our support team will review your request within 1–2 business days.

If approved, you will receive:

  • A Return Authorization (RA) number
  • Return shipping instructions

⚠️ Returns sent without prior authorization may be refused or returned to sender.

Step 3 – Return Shipping

  • Items must be securely packaged to prevent damage during transit
  • Customers are responsible for return shipping costs unless the item is defective or incorrect
  • We strongly recommend using a tracked and insured shipping method

Prism is not responsible for lost or damaged return shipments.

4. Refund Process

Once your returned item is received and inspected:

  • You will receive an email confirmation regarding approval or rejection
  • Approved refunds are issued to your original payment method
  • Refunds are typically processed within 5–10 business days

Please note:

  • Banks, credit cards, and payment providers (including Klarna or similar services) may require additional processing time
  • If an item does not meet return conditions, it will be shipped back to the customer at their expense

5. Damaged, Defective, or Incorrect Orders

At Prism, quality control is a top priority. However, if your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To process your claim, please provide:

  • Clear photos of the product
  • Photos of the outer shipping box
  • Photos of internal packaging and contents

Once verified, we will offer:

  • A replacement at no extra cost, or
  • A full refund, depending on stock availability and your preference

6. Exchange Policy

We currently do not offer direct product exchanges.
If you wish to change an item, you may return it (if eligible) and place a new order separately.

7. Fraud Prevention & Fair Use Policy

To maintain fairness and protect all customers, Prism reserves the right to:

  • Refuse returns if abuse or fraud is suspected
  • Reject items that do not match the original shipped condition
  • Limit future orders in case of repeated return policy misuse

This ensures a safe and trusted marketplace for all collectors.

8. Customer Support

We are always here to help and ensure a smooth experience for every customer.

For any questions regarding returns or refunds, please contact:

📧 info@Prism.com

Our support team responds within 24–48 hours (business days).

Prism Commitment

We value trust, transparency, and collector satisfaction above everything else. Every policy we create is designed to ensure that you can shop with full confidence knowing your products are authentic, sealed, and protected.