Refund Policy

Our Commitment

Cancellation & Return Period

If you change your mind, you can cancel your order within 14 days of receiving it by telling us by email. You then have 14 days to send the item back to us. You pay the cost of returning it. We will refund the price you paid, including standard delivery, within 14 days of receiving the item back or of receiving proof that you have sent it back, whichever is earlier.

Return Eligibility Requirements

To be eligible for a return, items must:

Be returned in their original condition.
Please take reasonable care of the item. We may reduce your refund if it has lost value because it was handled more than was needed to inspect it.
Include original packaging and protective materials where applicable.
Include proof of purchase, such as an order confirmation or receipt.

Items that have been modified, damaged, or altered after delivery may not be eligible for a refund.

Return Authorisation

Before returning an item, customers must contact Pokémon Zoology using the details below:

Email: joshdunlopconceptartist@Gmail.com

Please do not return items without first contacting us. We will provide return instructions and any information required to process your return.

Unauthorised returns may experience delays while we identify and process the item.

Return Processing Procedure

Step-by-Step Process

Authorisation: Contact us to obtain return authorisation
Packaging: Secure items using original packaging materials
Shipping: Send via tracked courier service to the return address we give you
Inspection: Items undergo quality assessment within 2-3 business days
Approval: Refund authorisation issued upon successful inspection

Refund Timeline

Initial Processing: Refunds are issued to the original payment method within 14 days of receiving your return.
Bank Processing: Additional 3-5 business days (dependent on financial institution)

All refunds will be credited to the original payment method used for purchase.

Damaged Product Claims

We carefully package all Pokémon Zoology products to ensure they arrive safely. If your order arrives damaged or you believe there is a manufacturing defect, please contact us as soon as possible.

To help us resolve the issue quickly, please provide:

Your order number.
Photographs or video showing the damage.
A description of the issue.

Where an item is confirmed to have arrived damaged or has a genuine fault, we will offer an appropriate remedy, which may include repair, replacement or refund in accordance with your statutory rights.

Where a return is required due to damage or a fault, reasonable return costs will be covered by Pokémon Zoology.

Shipping and Handling Charges

For unwanted items or changes of mind, customers are responsible for return shipping costs unless otherwise agreed.

Where an item is faulty, damaged, or incorrectly supplied, Pokémon Zoology will cover reasonable return costs.

Non-Returnable Items

The following items cannot normally be returned unless they are faulty:

Custom commissions.
Personalised products.
Bespoke artwork created specifically for a customer.
Items that have been altered, damaged, or used after delivery.
Digital products once access or download has begun, where applicable.

Product Exchanges

Pokémon Zoology does not currently offer direct exchanges.

Customers wishing to purchase an alternative item should return their original purchase where eligible and place a separate order for the new item.

Manufacturing Defects

Products with genuine manufacturing defects are covered beyond the standard return period. Such claims require:

Immediate notification with supporting documentation
Return of the defective product
Quality assessment by the artist

Verified manufacturing defects will result in full refund or product replacement at the customer's preference.

Consumer Rights (United Kingdom)

This policy operates alongside your statutory rights under UK consumer law, including rights under:

The Consumer Rights Act 2015.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

These rights include protections relating to faulty goods, goods not as described, and cancellation rights for qualifying online purchases.

Nothing in this policy affects your statutory rights.

Contact Information

For all returns, refunds, and related inquiries:

Email: joshdunlopconceptartist@Gmail.com
Business Hours: Monday through Friday
Response Time: Within 48 hours during business days

Policy Amendments

We reserve the right to update this Refund & Returns Policy from time to time. The latest version will always be available on this website.

Last Updated: July 2026