Returns and Refunds
Last update: December 2025
1 - RIGHT OF WITHDRAWAL
Pursuant to Legislative Decree 206/2005 (“Consumer Code”), customers who qualify as consumers (natural persons who purchase for purposes not related to their professional activity) have the right to withdraw from the purchase contract without penalty, except as indicated in the following paragraphs.
The right of withdrawal does not apply to customers who purchase for professional or commercial purposes.
2 - CONDITIONS FOR EXERCISING THE RIGHT OF WITHDRAWAL
The right of withdrawal applies exclusively to the product purchased in its entirety.
It is not possible to exercise the right of withdrawal on parts of an order or on individual items included in a multiple purchase.
The returned product must be:
intact
unused
complete with original packaging
complete with any documentation and accessories
To avoid damage to the original packaging, it is mandatory to place the product in a second outer packaging.
It is strictly forbidden to affix labels, adhesive tape, or writing directly on the original product packaging.
3 - RESPONSIBILITY FOR RETURN SHIPPING
The customer is fully responsible for the shipment of the returned product until confirmation of receipt at the address indicated by the Seller.
PokyXone is not liable in any way for:
damage
theft
loss
of products returned via untracked or uninsured shipments.
4 - PRODUCTS DAMAGED DURING RETURN TRANSPORT
In the event of damage to the product during return transport, Pokyxone will notify the customer so that they can promptly file a complaint with the courier they have chosen.
In this circumstance:
the product will be made available to the customer
the request for withdrawal will be canceled
5 - PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply in the following cases:
sealed products that have been opened or tampered with
single cards
personalized products
products purchased on promotion or sale
orders paid for in cryptocurrency, except in the case of error or defect attributable to the Seller
Subjective expectations regarding the contents of sealed products do not constitute valid grounds for withdrawal or refund.
6 - WITHDRAWAL REQUEST PROCEDURE
To initiate the withdrawal procedure, the customer must send a request by email to:
indicating:
order number
reason for the request
copy of the order confirmation
Once the request has been accepted, the customer will receive an email with the address to which the product should be sent.
7 - RETURN COSTS
The shipping costs for returning the product are entirely borne by the customer, except in the case of an error or defect attributable to Pokyxone.
8 - REFUNDS
The refund will be made within 30 days of receipt of the returned product, subject to verification of its integrity.
The indicated term takes into account:
transport times
return verification times
technical processing times for the refund by the payment institutions
The refund will be made using the same payment method used for the purchase, unless otherwise agreed.
9 - CRYPTOCURRENCY PAYMENTS
For orders paid for in cryptocurrency:
transactions are irreversible
any refunds, if approved, may be made:
in cryptocurrency
or in fiat currency
the value of the refund may vary depending on the exchange rate at the time of processing
Network fees are non-refundable.
10 - CANCELLATION OF PRE-ORDERS
Once payment for a pre-order has been made, it cannot be changed or canceled.
However, it will be possible to exercise the right of withdrawal only after receipt of the product, in accordance with the conditions indicated above.
11 - CONTACTS
For any information regarding shipping and delivery, please contact us at: