Refund policy

## RETURN & REFUND POLICY

Thank you for shopping at Pokaone! We want to ensure you have the best experience collecting your favorite K-pop items. Please read our Return and Refund Policy carefully before making a purchase.

### 1. 7-Day Return & Exchange Window
We accept returns and exchanges within **7 days** of the delivery date (as determined by the carrier's tracking information). If 7 days have passed since your package was delivered, unfortunately, we cannot offer you a refund or exchange.

### 2. Return Eligibility & Conditions
To be eligible for a return or exchange, your item must meet the following strict criteria:
* **Unopened & Sealed:** The item must be unopened, unused, and in its original, sealed plastic wrap or packaging. 
* **Original Condition:** It must be in the exact condition you received it, including all original inclusions (photocards, posters, booklets, etc.).
* **Non-Returnable Items:** Sale items, clearance products, and items entered into special Lucky Draw events or items with specific Pre-Order Benefits (POBs) are considered **FINAL SALE** and cannot be returned or exchanged.

### 3. Defective, Damaged, or Missing Items (Unboxing Video Required)
We take great care in packaging your items, but we understand issues can happen. 
* **Mandatory Unboxing Video:** To claim a refund, replacement, or missing inclusions for a damaged or defective item, **you must provide a continuous, unedited unboxing video.**
  * The video must start *before* the outer shipping box is opened, clearly showing the shipping label.
  * The video must show the entire unboxing process from start to finish without any cuts, edits, or pauses.
  * **If a valid unboxing video is not provided, we strictly cannot assist with refunds or replacements.**
* **Outbox/Packaging Disclaimer:** The outer box, case, or sleeve of an album or merchandise is designed solely to protect the contents inside. Minor scratches, dents, or discolorations on the outbox incurred during transit **do not constitute a product defect** and are not eligible for a return or refund.

### 4. Return Shipping Costs & Restocking Fees
* **Store Error:** If the return is due to our error (e.g., we sent the wrong item or version), Pokaone will cover all return shipping costs and provide a full refund or replacement.
* **Buyer's Remorse:** For change-of-mind returns or ordering the wrong version, the customer is fully responsible for paying the return shipping fees. Additionally, a **10% restocking fee** will be deducted from your final refund amount.

### 5. Refund Process
Once your return is received and inspected by our team, we will send you an email notifying you that we have received your returned item and whether your refund is approved. 
* Approved refunds will be processed automatically and applied to your original method of payment within **5 to 10 business days**.
* Please note that original shipping charges are strictly non-refundable.

---
**How to Initiate a Return:**
Please contact our customer support team at **support@pokaone.com** with your **Order Number**, a brief description of the issue, and your unboxing video/photos attached. Do not send your purchase back to the manufacturer or our warehouse without prior approval.