Return & Refund Policy

PokemonFM sells digital booster packs and other digital collectibles ("Packs" and "Items") whose contents are determined by a verifiably random process at the moment of opening. Each Item may represent a real, physical Pokémon trading card held in custody by PokemonFM or its custodial partner on behalf of the current owner of that Item, which the owner may request to have shipped ("Redemption").

You acknowledge that Packs are digital goods that are supplied and consumed instantlyupon opening, and that their contents cannot be re-sealed, reversed, or "unredeemed" once revealed.

Unopened Packs. If you purchase a Pack and have not opened it, you may request a refund of the purchase price by contacting support@pokemon.fm within fourteen (14) daysof the original payment, provided that:

• the Pack is still unopened on your account;
• you have not redeemed, transferred, traded, exchanged, or sold the Pack; and
• you have not breached our Terms of Service or Acceptable Use Policy.

Approved refunds are returned to the original payment method where reasonably possible. Where the original payment method does not support refunds (including most on-chain payments), the refund will be issued as account credit redeemable on the Service.

Opened Packs. Once a Pack has been opened on the Service, the purchase is final and non-refundable. This is because the digital good has been fully performed, the random outcome has been irrevocably committed, and the underlying Items have been credited to your account. By initiating a Pack opening, you expressly request immediate performance and acknowledge that you lose any right of withdrawal or cooling-off that might otherwise apply.

Failed or duplicate charges. If you were charged but no Pack or credit appeared on your account, or you were charged more than once for the same order, contact support@pokemon.fm with the transaction reference. We will investigate and, where appropriate, refund or credit the excess.

Items revealed from a Pack, acquired via the secondary marketplace, won in a draw or battle, or received via trade or exchange are non-refundable. You may, however, at any time:

• list the Item for sale on a compatible marketplace,
• exchange the Item back to PokemonFM for account credit at the rate then quoted on the Service, or
• request Redemption of the underlying physical card (see Section 4).

The price at which you can later sell or exchange an Item may be higher or lower than the price you paid for the Pack from which it was drawn. PokemonFM makes no guarantee of resale value.

Redemption. When you request Redemption of a physical card backing one of your Items, PokemonFM will arrange to ship the card to the address you provide. Shipping fees, insurance, duties, customs charges, and any applicable Taxes are your responsibility and will be quoted before you confirm the request.

Inspection on receipt. You must inspect every shipment within seven (7) daysof delivery. If a card arrives damaged, incorrect, or missing from the shipment, contact support@pokemon.fm within that period with:

• your order or Redemption reference,
• clear photos of the outer packaging, inner packaging, and the card(s) as received, and
• a short description of the issue.

Subject to verification, we will at our discretion (a) ship a replacement of equivalent grade and edition where available, (b) re-credit your account with an equivalent Item or balance, or (c) refund the redemption-related fees and the value at which the Item was last priced on the Service. Claims received after the seven (7) day window may be refused.

Change of mind. Once a physical card has been shipped to you, the Redemption is final. We do not accept change-of-mind returns of physical cards. If you wish to convert a redeemed card back into an Item, you must follow our then-current intake process, which may require grading, authentication, and a re-listing fee, and is offered at our discretion.

Undeliverable or returned-to-sender shipments. If a shipment is returned to us because the address was incorrect, the recipient was unavailable, or import was refused, we will contact you to arrange re-shipment at your cost. If we receive no reply within thirty (30) days, the card will be returned to your account as an Item, less reasonable handling fees.

On-chain deposits and withdrawals are final and irreversible. PokemonFM cannot recover funds sent to the wrong address, on the wrong network, or to a non-supported asset. Always double-check the network and address before confirming. If a deposit fails to credit because of a chain reorganisation, a stuck transaction, or a similar issue, contact support@pokemon.fm with the transaction hash and we will investigate.

PokemonFM may cancel an order, reverse a Pack opening, or void a redemption, in whole or in part, where we reasonably believe that:

• the transaction involves fraud, abuse, multi-accounting, collusion, or bot use;
• the price displayed was the result of a pricing error or technical malfunction;
• completing the transaction would breach applicable law, sanctions, or our Terms of Service; or
• required KYC, source-of-funds, or eligibility checks cannot be satisfied.

Where we cancel a transaction, we will refund the amount paid (or issue an equivalent credit) and give notice of the reason to the extent permitted by law.

To request a refund, report a shipping issue, or raise any other concern under this Policy, contact us at support@pokemon.fm. Please include:

• the email or username on your PokemonFM account,
• the order or transaction reference,
• a clear description of the issue, and
• any supporting evidence (photos, screenshots, transaction hashes).

We aim to respond to all support requests within three (3) business days and to resolve eligible refund and shipping claims within fourteen (14) business days of receiving the information needed to assess them.

Nothing in this Policy is intended to limit or exclude any non-waivable consumer rights you may have under the laws of your country of residence. Where mandatory local consumer law gives you broader rights than those described above, those rights continue to apply.

We may update this Policy from time to time. The "Last updated" date above will reflect the most recent revision. The version in force at the time of your purchase will apply to that purchase.

Email: support@pokemon.fm

Operator: Flex UK Limited

Registered address: 8 Finance Street, Central, Hong Kong