Refund policy

Refund Policy

It can always happen that something does not go quite as planned. We advise you to first report any complaints to us by sending an e-mail to info@pokermerchant.com. If this does not lead to a solution, it is possible to register your dispute for mediation through Stichting WebwinkelKeur via https://www.webshopmark.nl/knowledgebase/consumers/dispute.

From 15 February 2016, it is also possible for consumers in the EU to file complaints via the European Commission's ODR platform. If your complaint is not already being dealt with elsewhere, you are free to lodge your complaint via the European Union platform.

Returns

You have the right to return products within 14 days of receipt without giving any reason, in accordance with EU consumer law (right of withdrawal). Products must be returned in their original condition and packaging, including all accessories.

Exclusions from Returns

The following products cannot be returned or refunded:

  • Custom-made products produced specifically according to the customer’s specifications.

  • Products that are not in their original condition or packaging.

Refunds

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed via the same payment method used for the original transaction, unless otherwise agreed. Refunds will be issued as quickly as possible, and no later than 14 days after receiving the returned item or proof of return shipment.

If products are damaged due to careless handling by the customer, we reserve the right to deduct the reduction in value from the refund.

Customs Duties & Taxes (NON-EU Countries)

For orders shipped outside the European Union, the receiver of the parcel is responsible for all customs duties, clearance costs, and local taxes, in accordance with the DAP 20 Incoterms Code.

This applies to shipments to, but not limited to: Switzerland, Norway, United Kingdom, United States, Canada, Israel, Japan, Brazil, South Korea, Singapore, United Arab Emirates, Australia, New Zealand, and South Africa.

⚠️ If these charges are not paid by the customer and the parcel is returned to us, all related costs will be deducted from any potential refund.