Refund policy
At PullNest.shop, we want you to be satisfied with your purchase. This Return and Refund Policy explains the conditions for returns, refunds, cancellations, and defective or damaged products.
Nothing in this policy is intended to limit any mandatory consumer rights that apply under applicable law.
1. Right of Withdrawal
If you are a consumer located in the European Union or another jurisdiction that provides a statutory right of withdrawal, you may have the right to withdraw from your purchase without providing a reason within the applicable legal withdrawal period.
For eligible distance contracts in the EU, the statutory withdrawal period is generally 14 days from the day you, or a third party designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, you must clearly notify us of your decision before the applicable withdrawal period expires.
Please contact:
Email: contact@PullNest.shop
You may use the following information when submitting a withdrawal request:
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Full name
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Order number
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Product(s) being returned
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Date of purchase
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Date of delivery
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Reason for return, if you wish to provide one
You are not required to provide a reason where the statutory right of withdrawal applies.
2. Condition of Returned Products
Products returned under a statutory right of withdrawal should be handled only as much as necessary to inspect their nature, characteristics, and functioning.
For collectible Pokémon TCG products, this is particularly important.
Where legally permitted, we may take into account any diminished value resulting from handling beyond what is reasonably necessary to inspect the goods.
For sealed collectible products, customers should therefore avoid opening, unwrapping, or otherwise altering the product if they intend to exercise a statutory right of withdrawal.
3. Products That May Be Excluded
Certain products may be excluded from a statutory right of withdrawal where a legal exception applies.
For example, this may include goods that are made according to the consumer's specifications or sealed goods that are not suitable for return for reasons of health protection or hygiene once the seal has been removed, where such an exception applies under applicable law.
Any exclusion will only apply where permitted by applicable law.
4. Return Shipping
Where you exercise a statutory right of withdrawal, the allocation of return shipping costs will be handled in accordance with applicable law and the information provided at the time of purchase.
Where the customer is responsible for return shipping under applicable law, the customer is responsible for arranging and paying the return shipment.
We recommend using a tracked shipping service and retaining proof of shipment.
5. Refunds
Once an eligible return or cancellation has been accepted, we will process the refund within the period required by applicable law.
Unless otherwise required by law, refunds will generally be issued using the same payment method used for the original transaction.
Where applicable, we may delay reimbursement until we have received the returned goods or until you provide evidence that the goods have been returned, whichever occurs first.
6. Original Shipping Costs
Where a statutory right of withdrawal applies and you withdraw from the entire order, we will reimburse the standard delivery cost paid for the original shipment to the extent required by applicable law.
If you selected a more expensive delivery option than the least expensive standard delivery option offered by us, the additional cost may not be refundable where permitted by law.
7. Damaged Products
If your order arrives damaged, please contact us as soon as reasonably possible.
Please provide:
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Your order number
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A description of the damage
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Clear photographs of the packaging
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Clear photographs of the damaged product
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Any other information reasonably necessary to investigate the issue
Do not discard the original packaging until the matter has been resolved, as the carrier or our team may require it for an investigation.
8. Incorrect or Missing Items
If you receive an incorrect product or an item is missing from your order, please contact us promptly at:
Include your order number and photographs of the package and its contents where possible.
We will investigate the issue and, where appropriate, arrange a replacement, refund, or other legally appropriate solution.
9. Defective or Faulty Products
If a product is defective or does not conform to the applicable contractual requirements, you may have statutory warranty or conformity rights.
These rights are separate from any voluntary return policy and remain available where required by applicable law.
Please contact us with your order number and a description of the issue so we can determine the appropriate solution.
10. Sealed Pokémon TCG Products
Pokémon TCG products are collectible items, and sealed products may contain randomized cards determined by the manufacturer.
We do not accept claims based solely on the fact that a customer did not receive a particular card, rarity, pull, or combination of cards from a legitimately sealed product.
For example, the following circumstances generally do not constitute a product defect:
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Not receiving a specific desired card
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Receiving fewer high-rarity cards than expected
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Receiving an unfavorable randomized card selection
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Pulling duplicate cards
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Normal manufacturer-defined randomness
However, genuine manufacturing defects, damaged products, missing contents, or other conformity issues will be handled in accordance with applicable law.
11. Refunds for Cancelled Orders
If an order is cancelled before shipment and the cancellation is accepted, any refund due will generally be issued to the original payment method.
For pre-orders, additional cancellation conditions may apply as described in our Pre-Order Policy, subject to mandatory consumer rights.
12. Exchanges
Where appropriate and legally permitted, we may offer an exchange for an eligible product.
An exchange is not intended to replace any statutory remedy or consumer right that applies to defective or non-conforming goods.
13. Non-Returnable Items
Except where mandatory consumer rights provide otherwise, certain items may not be eligible for voluntary returns, including:
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Products specifically customized for a customer
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Opened or altered collectible products where a legal exception applies
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Items that are damaged through customer misuse
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Products returned outside an applicable return period
Any statutory right of withdrawal or warranty right that cannot legally be excluded remains unaffected.
14. How to Request a Return
To request a return, refund, withdrawal, or assistance with a defective product, contact us:
PullNest.shop
Prenzlauer Allee 23
04023 Leipzig
Germany
Email: contact@PullNest.shop
Phone: +1 (479) 345-1674
Please include your order number and a description of your request.
Do not send products back without first contacting us where a return authorization or specific return instructions are required.
15. Consumer Rights
This Return and Refund Policy does not affect any mandatory rights granted to consumers under applicable law.
In particular, consumers in the European Union may have statutory rights relating to withdrawal, conformity, defective goods, warranties, refunds, and remedies that cannot be excluded or restricted by this policy.
16. Changes to This Policy
We may update this Return and Refund Policy from time to time.
Any changes will be published on this page with an updated "Last Updated" date.