Manchester's home for Pokémon & TCG

Pulse Collective

Policy

Returns & refunds

We want you to love your order. If something is not right, here is exactly how returns, refunds and damaged-item claims work at Pulse Collective.

Returns window

You have 30 days from receiving your item to start a return. Items must be sealed and in the same condition you received them — unopened with tags and original packaging intact.

How to start a return

  1. Email [email protected] with your order number and the items you would like to return.
  2. We will reply with confirmation and a return shipping label.
  3. Pack the items securely and post them back. Returns sent without prior authorisation cannot be accepted.

Sealed product & singles

Trading card products with broken seals — booster boxes, ETBs, tins, blisters and individual packs — cannot be returned. We have no way to verify that the contents have not been searched, so we have to be strict on this for everyone's sake.

Damaged or incorrect items

Inspect your order as soon as it arrives. If anything is defective, damaged or wrong, contact us within 48 hours with photos of the packaging and the item. We will work quickly to evaluate the issue and make it right — replacement, refund or store credit, your choice.

Refund timings

Once we have received and inspected your return, refunds are processed within 10 working days if approved, back to your original payment method. Your bank may take a few extra days to show the funds — if you have not seen the refund after 15 working days, get in touch and we will chase it up.

Non-returnable items

  • Opened or unsealed trading cards
  • Sale items
  • Gift cards
  • Personalised or custom items

Pre-order policy

All pre-order items are non-refundable. Stock is reserved based on confirmed purchases, so pre-orders are final at the point of placement. Delays or release-date changes do not trigger refunds, unless an item becomes permanently unavailable — in which case you will be refunded in full automatically.

Exchanges

We do not process direct exchanges. Return the original sealed item and place a new order for what you would like instead — that way you get the new item as quickly as possible without waiting on the return.

Questions? Get in touch and we will help you out.