Return policy
At Pokenakama, we meticulously craft each figure and product we manufacture using 3D printing, ensuring a high-quality finish and proper packaging for shipping. However, we understand that situations may arise where a return is necessary.
Products that are not eligible for return
Due to the handcrafted and personalized nature of our products, returns are not accepted in the following cases:
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Products manufactured to the customer's specific order.
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Custom figures or accessories (by color, details, special edition).
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Changes of mind after receiving the order.
This is in accordance with current regulations on custom-made or personalized items.
Cases in which we DO accept returns
You can request a refund in the following cases:
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The product arrived damaged or defective .
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You have received an incorrect item due to an order error.
In these cases, you must:
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Please contact us by email within a maximum of 7 calendar days from receipt of the package.
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Please attach clear photos of the product's condition and the outer packaging if it is damaged.
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Keep the original packaging until the issue is resolved.
Once the case has been reviewed, we will proceed to:
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Replace the product at no additional cost, or
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Issue a refund if a replacement is not possible.
Shipping costs for returning the item will be covered by us only if it is an error on the part of Pokenakama or a manufacturing defect.
How is the refund processed?
If your case has been accepted:
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We will send you instructions by email on how to return the product.
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Once the item has been received and its condition verified, the replacement or refund will be processed within up to 7 business days .
Important notes
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No returns will be accepted without prior notification.
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We are not responsible for damages caused by misuse of the product.
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Products with clear signs of tampering or use will not be refunded.
If you have any questions, you can write to us at [ youremail@pokenakama.com] and we will be happy to help you.
