Return & Refund Policy

All sales are considered final once an order has been placed and payment has been confirmed. We encourage customers to carefully review all product details, descriptions, and images before completing a purchase.

We understand that exceptional circumstances may arise. In such cases, we will review each request on an individual basis and, where appropriate, offer a partial or full refund in accordance with the conditions outlined below.

Refund requests will be considered under the following circumstances:

• Severely Damaged Items: If your item arrives with significant damage that substantially affects its condition or value beyond what was described at the time of purchase, you may be eligible for a partial or full refund depending on the extent of the damage.
• Incorrect Items: If you receive a product that differs from what was listed in your order (e.g., wrong card, wrong grade, wrong product), we will arrange a full refund or replacement at no additional cost to you.
• Insufficient Stock: In the rare event that we are unable to fulfill your order due to insufficient stock after payment has been received, a full refund will be issued promptly.
• Special Circumstances: Other edge cases or exceptional issues (e.g., authenticity concerns, significant undisclosed defects) will be evaluated on a case-by-case basis. We are committed to reaching a fair resolution for all parties involved.

In all eligible cases, the extent of the refund (partial or full) will be determined based on the nature and severity of the issue. Our team will work with you to assess the situation and provide an appropriate resolution.

To maintain fairness for all customers, the following situations are not eligible for refunds:

• Change of mind or buyer's remorse after an order has been placed and confirmed
• Minor cosmetic variations that are consistent with the product's listed condition (e.g., factory-standard packaging variations for sealed boxes, expected wear for raw cards listed in a specific condition)
• Items that have been opened, used, or altered from their original state after delivery
• Price differences due to market fluctuations after purchase
• Delays in shipping caused by external factors beyond our control (e.g., courier delays, customs processing)

If you believe your order qualifies for a refund, please follow these steps:

1. Contact us via WhatsApp at +852 6414 2825 within 48 hours of receiving your order
2. Provide your order number and a clear description of the issue
3. Include photographic or video evidence showing the problem (e.g., photos of damage, packaging condition upon arrival)
4. Our team will review your request and respond within 1–3 business days with a resolution

Please note that refund requests submitted more than 7 days after delivery may not be eligible for consideration. We recommend inspecting your items promptly upon receipt.

Once a refund has been approved, it will be processed as follows:

• Full Refund: Issued when the item is incorrect, out of stock, or when the damage is severe enough to render the product significantly different from its listing.
• Partial Refund: Issued when the item has sustained damage or has issues that reduce its value but do not render it completely unusable or significantly different from its description.

Refunds will be returned via the original payment method. Processing typically takes 3–7 business days from the date of approval.

Where applicable, we may request that the item be returned to us before a refund is finalized. Return shipping costs for eligible refund claims will be covered by TT Poke.

Items purchased through the TT Poke Marketplace (peer-to-peer listings) are subject to our escrow and dispute resolution process, which operates separately from this return policy.

If you encounter an issue with a marketplace purchase, please raise a dispute through your order page or contact us via WhatsApp. Our team will mediate between the buyer and seller to reach a fair resolution.

Marketplace sellers are required to accurately describe their items. Disputes arising from misrepresentation or items not matching their listing description will be resolved in favor of the buyer.

If you have any questions about this Return & Refund Policy or need assistance with a return request, please contact us via WhatsApp at +852 6414 2825. Our team is here to help and will do our best to ensure a fair outcome for every inquiry.