Refund & Dispute Policy

This policy explains how refunds, returns and disputes are managed on Elite Pokémon Auctions. It applies to every completed order and forms part of our Terms & Conditions.

1. Statutory Rights

Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 (where applicable), or the Sale of Goods Act 1979.

2. Buyer Protection Window

• You have 7 days from delivery to inspect the item and raise a dispute.
• During this period the platform continues to hold the seller's funds. Payouts are only released once you confirm delivery, the dispute window closes without a claim, or a dispute is resolved in the seller's favour.

3. Grounds for a Dispute

1. Item not received — no delivery within a reasonable time after dispatch and tracking shows the item did not arrive.
2. Not as described — grading, edition, language, condition, or authenticity differs materially from the listing.
3. Damaged in transit — evidence of damage on arrival (photos required).
4. Counterfeit — item is a proven counterfeit or reproduction.

4. How to Open a Dispute

1. Go to My orders → open dispute within 7 days of delivery.
2. Provide a written description and, where relevant, clear photographs and packaging shots.
3. The seller has 5 working days to respond and offer a remedy.

5. Resolution & Outcomes

Where the parties cannot agree, our disputes team will review the evidence and decide one of the following:

• Refund the buyer — full refund issued from held funds; the buyer must return the item (tracked, at the seller's expense) unless we agree otherwise.
• Release to the seller — payout continues as normal; the buyer's claim is dismissed.
• Partial refund — where a mutually agreed reduction reflects the issue (e.g. minor cosmetic damage).
• Dismiss the dispute — where the claim is unsupported by evidence.

Our decision is issued within 10 working days of dispute closure and is final on the platform. It does not affect your right to pursue legal remedies.

6. Return Shipping

Where a return is required, the buyer must ship the item within 5 working days of the resolution, using a tracked service. Refunds are issued once tracking confirms the seller has received the item in the same condition.

7. Chargebacks

You must attempt to resolve disputes on-platform before initiating a chargeback with your bank or card issuer. Chargebacks filed while a dispute is open may result in suspension.

8. Cancellations Before Payment

You may only withdraw from a winning bid in exceptional circumstances (e.g. bidder error confirmed within 15 minutes, or seller misrepresentation). Contact support immediately.

9. Fees

• Buyers pay no dispute fee.
• Sellers found liable for a dispute may forfeit the listing fee and be charged for return postage.

10. Complaints & ADR

If you are unhappy with our resolution, contact disputes@elitepokemonauctions.co.uk. Where we cannot resolve a complaint you may refer the matter to a certified Alternative Dispute Resolution provider and, if applicable, use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

11. Governing Law

This policy is governed by the laws of England & Wales.