Terms & Conditions
Our company house information can be found here.
Our VAT number is (396303873)
Customers must include their order number with their submissions on the outside of their package. Failure to do so will result in a £25 admin fee being charged if the user wishes to have the order confirmed as received manually. We do not open packages until it is time to grade. Placing your order number allows us to mark your order as received on the orders received page.
Unpaid postage to us
Customers must pay the correct postage when sending us their cards. Any submissions received with unpaid postage will be charged £25 for us having to collect your parcel.
When sending to us from outside the UK
We accept submissions from all over the world. We advise you to send your package to us as a gift / personal item with a low value to avoid customs fees. We will not be held liable for any customs taxes when either receiving or returning goods to your country whilst we’re still applying for temporary tax relief from our own customs department. You must select to pay taxes yourself and not the cosigner. Customs fees are charged depending on the value of your parcel at around 20%. If you declare the parcel at £1000 you will be billed £200 approx by UK customs. Please take this into consideration before submitting from outside of the UK.
Cards are graded by certified Pokegrade employees who have undertaken rigorous training methods.
You have the right to cancel your order providing we have not received your cards and the date of the request was made within 7 working days of the order being placed. We reserve the right to charge a £25 administration fee.
Lost packages during transit.
We use Royal mail to send all of our packages within the UK. As a result of this, the maximum amount of insurance that can be provided by RM is £2500 per package. You must declare the raw value of your cards to us when submitting and select the appropriate returns option to cover this. We will not be held liable for incorrectly selected postal returns options if you under insure your goods. Once goods have left our office and we have provided a reference number, any lost goods claims must be made directly with RM using this link. If you require more insurance, we recommend contacting us directly where we will recommend using a private courier.
Insurance & claims process for accidental damage or major perils
In the unlikely event of having to make a claim due to being subject of a major peril or accidental damage, our insurers will replace the cards average raw value based on photos of the condition of the card provided by you the customer to us after placing your order.
To ensure maximum compensation is provided during this unlikely event, all submitters must send photos of the conditions of their cards to email@example.com along with their order number and a date & time stamp.
We will only know the true condition of your card in comparison to your photos once your package is opened. Any submitter that abuses this condition will be banned from using our service.
We reserve the right to decline and refuse any claim to be made on or as part of a claim to our insurers if we feel a submitter is abusing this process by providing false images or if we find that the individual has committed insurance fraud or is a proven scammer within the Pokemon community.
Claims for damage to stock will be settled by the insurer (on the basis of its value at the time of loss or destruction with an adjustment for wear and tear.
Our policy documents can be provided if requested.
When grading signed cards, a paperwork trail must be provided showing communication and direct purchase from the artist or voice actor. All information must be provided on the onus of good faith and any documents provided found out to be fake or manipulated will result in a ban from using our service. Genuine is only provided if suitable documentation and proof is provided along with inspection of the signature which includes signature comparison and ink analysis. Please note that any signature given genuine is only as good as the interpretation of the documents supplied along with the analysis of the signature by the authenticator.
All supporting evidence must be emailed to firstname.lastname@example.org with your order number. Any signed cards submitted without a trail will only ever possibly achieve a LG for likely genuine.
No Quibble Refund Policy
Whilst we offer a no quibble refund policy, this is not to be abused. We kindly ask you firstly allow us a chance to rapidly rectify any issue you might have. If not, that you send your order back so we can determine how much of a refund that should be issued. If you decide to send the order back and don’t want us to rectify, we will cover postage both ways and only refund for the slabs part of the order that we feel have been processed incorrectly without a quibble. This includes – spelling mistakes, too much whiteing on weld of case, specs whithin inside case (within reason). Any individual seen to be abusing this policy will be banned from using our service in the future and result in no full or part refund. We expect all customers to use our services and treat us fairly just as we do for you.
Brand & Employee Abuse Policy
We work hard to ensure our social community is a place of respectful conduct. We have the right and will block any users that we deem to prove antagonising. Blocked accounts are final and will not be revoked. Any user that feels the need to provide feedback or wishes to express themselves publicly regarding our brand or an employee must do this respectfully. Harrasment, depending on the severity may result in being passed onto the authorities.
It is the customers responsibility to ensure that all shipping details are correct. In most cases, the package will be sent back to us if no house number was put on the shipping address. We will not be held liable for sending a package to the address given by the customer if that address turns out to be wrong. We will help investigate as much as we can but in this circumstance it is up to the customer to contact Royal mail