1. General Policy
Poketmart operates a digital marketplace where products are delivered instantly upon purchase. Due to the nature of digital goods, we cannot "take back" a product once it has been accessed or downloaded. Therefore, all sales are considered final unless one of the exceptions below applies.
2. Eligible Refund Situations
You may be eligible for a refund if:
Product not as described
The product significantly differs from its description or preview. Screenshots, previews, and product descriptions must accurately represent the product.
Technical defect
The product is defective, corrupt, or does not function as described, and the seller has not provided a fix within 5 business days.
Duplicate purchase
You accidentally purchased the same product twice. Contact us within 48 hours.
Unauthorized transaction
Your account was used for a purchase without your authorization. Report this immediately.
Product not delivered
You paid but never received access to the product and our team cannot resolve the delivery issue.
3. Non-Refundable Situations
Refunds will not be issued for:
- Change of mind after downloading the product
- Lack of technical skills to use the product (skill requirements are in the product description)
- Products you have already substantially used, modified, or redistributed
- Requests made more than 30 days after purchase
- Products with "no refunds" explicitly stated in the product listing
- Violations of our Terms of Service that led to account suspension
4. How to Request a Refund
- Log in to your Poketmart account
- Go to Account → My Orders
- Find the relevant order and click View Details
- Click Request Refund and describe the issue
- Our team will respond within 2 business days
Alternatively, contact our support team directly with your order number and a description of the issue.
5. Refund Processing
Approved refunds are issued to the original payment method within 5–10 business days. Processing times vary by bank or card issuer. Poketmart will notify you by email once a refund has been issued.
6. Partial Refunds
In some cases, we may offer a partial refund or store credit at our discretion, particularly for multi-item orders where only one item is in dispute.
7. Seller Responsibilities
Sellers are expected to honor refund requests that meet our eligible criteria. Repeated refund disputes or fraudulent product descriptions may result in seller account suspension and chargebacks being applied to the seller's balance.
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