Returns & refunds

Request a return within 15 business days

Customers have 15 business days after delivery to request a return. Email support@pokehuna.com with your order number, the products involved and the reason for your request. Please contact us before sending products back so we can provide return instructions.

Change-of-mind returns

We accept change-of-mind return requests for unopened products that remain sealed. Pokehuna covers return shipping for approved returns. The original delivery charge is not refunded for change-of-mind returns, except where a refund is required by applicable law.

Damaged, incorrect or missing items

Contact support as soon as you notice an issue. Keep the products and packaging and include clear photos of the parcel, shipping label and affected items. We will review the issue and explain the next steps. The unopened-product condition for change-of-mind returns does not limit your rights for defective or incorrectly supplied goods.

Cancellation requests

If you need to cancel or correct an order, contact us promptly. We will check its payment and dispatch status before confirming what can be changed.

Refund timing

Approved refunds are issued within 15 business days after Pokehuna receives and inspects the returned products, or sooner where required by applicable law. This processing period is separate from the 15-business-day deadline for requesting a return.

Bitcoin refunds

Bitcoin payments are refunded in Bitcoin. The approved USD refund value is converted to BTC at the exchange rate used when the refund is issued. Because exchange rates change, the BTC amount refunded may differ from the BTC amount originally paid.

We will provide the USD refund value, conversion rate and BTC amount with your refund confirmation. Never send your wallet recovery phrase or private keys to support.

Your rights

This policy does not limit rights that apply under mandatory consumer law.