Returns & Refunds Policy

At TrainerStash, we specialize in high-value, authentic Pokémon collectables. To maintain the integrity of our inventory and ensure every customer receives untampered products, we enforce the following policy.

1. Specialized Collectables (Non-Returnable)

Due to the high risk of tampering, resealing, or "weighting" associated with Trading Card Games (TCG), we do not accept returns or refunds on the following assets:

 

• Sealed Pokémon Products: Including but not limited to Booster Packs, Booster Boxes, and Elite Trainer Boxes.
• Mystery Bundles & Packs: These are custom-curated, randomized assemblies. By purchasing a mystery product, the customer acknowledges and accepts the randomized nature of the contents.
• Dissatisfaction Clause: Returns based on "unlucky" pulls or dissatisfaction with the specific contents of a randomized pack will not be accepted.

 

2. Standard Consumer Returns (Non-TCG Assets)

For items that are not sealed trading card products (e.g., apparel, accessories, or protection supplies), you may request a return within 14 days of delivery, provided that:

 

• The item remains in its original, unopened, and unused condition.
• All original packaging and tags are intact.
• Logistics: Return shipping costs and the risk of loss during transit are the responsibility of the customer. We strongly recommend using a tracked shipping service.

 

3. Transit & Fulfillment Discrepancies

We take immense pride in our secure dispatch process. However, if your order arrives in a state of compromise, please follow these protocols:

 

• Reporting Window: Discrepancies (Damaged, Faulty, or Incorrect items) must be reported within 48 hours of delivery.
• Evidence Required: You must provide your order number and clear photographic evidence of the unopened shipping mailer and the damaged item.
• Resolution: Once the data is reviewed, we will, at our discretion, offer a replacement (subject to stock availability) or a full refund.

 

4. Courier & Delivery Issues

If a tracking number indicates a package is lost or if an "Inventory Secured" notification is sent but the item has not arrived, please contact our support team immediately. We will initiate an investigation with the relevant courier to resolve the discrepancy.

 

5. Contact Information

For all refund inquiries or to initiate a standard return, please contact our core support team: Email: sales@trainerstash.co.uk

6. Statutory Rights

Nothing in this policy is intended to limit or exclude your statutory rights under UK Consumer Law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.