Online Order Cancellation Policy
Poké Jeux | Suite 100 – 513 rue Samuel de Champlain, Boucherville, QC, J4B 6B6
info@pokejeux.ca | (450) 356-1007
STANDARD ORDERS — UNDER $100 CAD
Orders under $100 CAD may be cancelled without a fee, provided the cancellation request is submitted before the order is shipped. Once shipped, cancellation is not possible.
To cancel, contact us immediately:
Email: info@pokejeux.ca
Phone: (450) 356-1007
STANDARD ORDERS — $100 CAD AND OVER
Orders of $100 CAD or more are subject to a 10% administrative cancellation fee from the moment of purchase, regardless of reason.
This fee is disclosed at checkout and forms part of the purchase agreement as required by applicable law.
The remaining balance (90%) is refunded to your original payment method within 15 days of the approved cancellation.
Example: $150 CAD order cancelled → $15 fee deducted → $135 refunded.
PRE-ORDERS — ALL VALUES
Standard pre-orders carry a 10% cancellation fee, regardless of order value or reason. Weekly Pre-Order and Special Order items are FINAL SALE — they cannot be cancelled or refunded (ordered specifically for you; see the section below and our Pre-Order Policy).
WEEKLY PRE-ORDER & SPECIAL ORDER — FINAL SALE
Items in our Weekly Pre-Order program and Special Order items are ordered specifically for you, based on your demand, directly from our distributor. Because a cancellation would leave niche inventory that is very difficult to resell, these items are FINAL SALE — they cannot be cancelled or refunded. Release dates are estimates; we communicate any change as soon as we know. This is disclosed before purchase and forms part of the contract at the time of purchase. If Poké Jeux is unable to fulfill your order (for example, a distributor allocation shortfall), you receive a 100% full refund — no fee, within 15 days. (Figures, statues and collectibles carry a 50% restocking fee on customer cancellation instead.)
BOT & AUTOMATED ORDERS
Orders identified as bot-generated or placed by automated purchasing tools are subject to a 10% cancellation fee and may be unilaterally cancelled by Poké Jeux at any time.
REPEAT CANCELLATIONS
Customers with a pattern of repeated order cancellations may have their account suspended or access permanently revoked. Poké Jeux reserves the right to refuse future orders at our discretion.
HOW REFUNDS ARE PROCESSED
Approved refunds are returned to your original payment method. We do not issue refunds as store credit without your explicit consent.
All eligible refunds are processed within 15 days of the approved cancellation, as required by applicable law.
CONTACT US
Email: info@pokejeux.ca
Phone: (450) 356-1007
Store hours: Tuesday–Thursday 11am–7pm | Friday 11am–8pm | Saturday–Sunday 10am–5pm | Monday Closed