This Return, Refund, Damage & Collectible Condition Policy applies to purchases made from PullCove through our website and any other sales channel where this policy is expressly incorporated into the sale.

PullCove specialises in sealed collectible products. The condition, original packaging, factory seals and provenance of collectible products may form a significant part of their market and collector value. For that reason, our procedures for returns and damage claims are more detailed than those used for many ordinary consumer products.

Our aim is simple: genuine customers should be treated fairly when something genuinely goes wrong, while both customers and PullCove should be protected against substitution, resealing, fabricated damage, manipulated photographs or video, false non-delivery claims and other forms of fraud.

Nothing in this Policy is intended to exclude, restrict or replace any consumer right that cannot lawfully be excluded under the laws applicable to you.

Where mandatory consumer law gives you greater rights than this Policy, those mandatory rights will apply.

1. About PullCove

For the purposes of this Policy, "PullCove", "we", "our" and "us" mean:

PullCove
Ireland
Email: hello@pullcove.com

2. Products covered

This Policy applies to physical collectible products sold by PullCove, including, where applicable, sealed Pokémon Trading Card Game products, booster boxes, special sets, collection boxes, decks, promotional products and other sealed trading-card or collectible products.

For this Policy, a factory seal includes any manufacturer-applied shrink wrap, security tape, tear strip, adhesive seal, tamper-evident closure, manufacturer packaging or other closure intended to indicate that a product has not previously been opened.

"Sealed condition" means substantially the condition in which the product was supplied by the manufacturer or distributor, subject to any condition disclosures made on the product page before purchase.

3. Why sealed collectible condition is different

Customers purchasing sealed collectibles acknowledge that packaging may itself form a material part of the value of the product.

Opening, cutting, tearing, removing, replacing or materially disturbing a factory seal can therefore reduce the resale and collector value of an item very substantially, even where the cards or other contents inside remain unused.

The same may apply to crushing, substantial dents, tears, water damage, punctures, severe corner damage or other material damage to the collectible product's retail packaging.

This does not mean every tiny mark constitutes a defect. Manufacturing, packing and international distribution can result in minor factory characteristics such as very small surface marks, slight wrap variations, small print imperfections or extremely minor edge or corner wear.

Unless a listing is specifically advertised by PullCove as "collector grade", "pristine", "mint packaging" or using similar terminology, normal minor manufacturing or distribution variation that does not materially compromise the product, its authenticity or its factory seal will not automatically be considered significant collectible damage.

This provision does not affect your rights where an item does not conform to its description or where applicable consumer law says otherwise.

4. Authenticity

Products sold by PullCove are sold as genuine products.

Customers who have a genuine concern regarding authenticity should contact us immediately and should not destroy, alter or discard the product or its packaging.

We may request photographs, video, package codes, labels, seals, product identifiers and other information reasonably necessary to investigate an authenticity claim.

We may also arrange for the product to be returned for inspection.

Nothing in this section limits statutory rights relating to counterfeit, misdescribed or otherwise non-conforming goods.

5. Random contents, pull rates and card condition

Trading-card products contain randomised contents unless the product description expressly states otherwise.

PullCove does not guarantee that a sealed product will contain any particular card, rarity, "hit", pull rate, monetary value or grading result except where a particular inclusion is expressly guaranteed by the manufacturer and represented as such in our listing.

Not receiving a desired card, receiving cards with a low secondary-market value, receiving a box with disappointing pulls, or a card failing to achieve an anticipated professional grading score does not by itself mean that the sealed product was defective.

Individual cards may also exhibit manufacturer characteristics including centering differences, print lines, surface imperfections, edge wear or other factory variations.

This section does not exclude rights arising from goods that are genuinely faulty, counterfeit, materially misdescribed or otherwise non-conforming under applicable law.

6. Market price changes

Collectible products may increase or decrease in market value.

A subsequent increase or decrease in the secondary-market value of a product is not itself a defect and does not create an additional right to a refund, price adjustment or compensation.

If you have a mandatory statutory cancellation right, however, you may still exercise that right within the applicable period regardless of your reason for cancelling.

PullCove does not retrospectively adjust completed orders because market prices later move up or down.

7. Cancelling an order before dispatch

If your order has not yet been dispatched, please contact us at hello@pullcove.com as quickly as possible if you wish to cancel it.

We will attempt to cancel the order before dispatch.

An order may already have entered our packing or carrier collection process before the shipment notification reaches you, so contacting us does not guarantee that dispatch can still be stopped.

Where cancellation is required by applicable consumer law, your statutory rights remain unaffected.

8. EU and Irish online cancellation rights

Where the European Union or Irish distance-selling cancellation rules apply, consumers generally have a statutory right to cancel an eligible online purchase within 14 days after taking physical possession of the goods, without giving a reason. Irish legislation also addresses the cancellation period for orders delivered in multiple parts.

You must clearly inform us that you wish to exercise your cancellation right within the applicable period.

You may email hello@pullcove.com or use the cancellation form at the end of this Policy.

After notifying us, the goods must be returned within the period required by applicable law.

For an ordinary change-of-mind cancellation, you are responsible for the direct return cost where permitted by law and where we informed you of this before purchase.

When legally required, PullCove will also refund the basic/original standard delivery charge. If you selected a premium or express service costing more than our least expensive standard delivery service, the additional premium shipping cost need not necessarily be refunded.

9. Opening a collectible during an EU/Irish cancellation period

A statutory cancellation right should not be confused with an unconditional right to use or materially alter a product and then receive the same amount back.

EU and Irish law recognise that a consumer may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Because factory-sealed status is an important characteristic of sealed trading-card collectibles, breaking a factory seal, opening packs, removing cards, disturbing tamper-evident packaging or otherwise changing a sealed collectible into an opened product may cause substantial diminished value.

Where permitted by applicable law, PullCove may therefore make an objectively justifiable deduction reflecting the actual loss in value caused by excessive handling.

Any such deduction will be based on the circumstances and applicable law rather than an arbitrary automatic penalty.

If the goods are faulty or were already damaged when supplied, different statutory rules may apply, and this section will not be used to remove rights that the law gives you.

10. UK online cancellation rights

Where UK distance-selling laws apply, customers generally have 14 days after receiving an eligible item to notify the trader that they wish to cancel, followed by a further period for returning the goods.

UK law also permits an appropriate reduction where goods have been handled beyond what would reasonably be permitted for examination.

The same collectible-condition principles described above therefore apply to UK cancellation returns.

Opening or materially altering factory-sealed collectible packaging can result in a significant reduction in the item's resale value and may therefore affect the amount refundable to the extent permitted by UK law.

11. United States and other countries — voluntary change-of-mind returns

Where no mandatory local cancellation right gives you greater protection, PullCove offers the following voluntary return policy.

An unopened collectible may be returned following notification to us within 14 calendar days of delivery, provided that the product remains in materially the same condition in which it was supplied.

For a voluntary return, the product must remain factory sealed, unused, complete and free from customer-caused damage.

The purchaser is responsible for the cost and risk of returning a voluntary change-of-mind return unless PullCove agrees otherwise or applicable law requires otherwise.

PullCove does not ordinarily accept discretionary change-of-mind returns of collectibles after their factory seal has been opened.

This restriction applies only to voluntary returns and does not remove any mandatory legal right you may have in your jurisdiction relating to defective, damaged, misdescribed or otherwise non-conforming goods.

12. Sale and promotional products

Products purchased during a sale, discount, promotion or special offer have the same statutory rights as other goods.

A discounted price does not remove legal rights simply because a product was discounted.

Where a product was expressly discounted because of a particular disclosed condition issue, however, that same disclosed issue will not ordinarily constitute an undisclosed defect.

13. Inspect your delivery before opening it

Because you are purchasing collectible products, we strongly recommend inspecting every parcel immediately after delivery.

If a parcel is visibly crushed, torn, wet, punctured, opened, resealed, heavily dented or otherwise suspicious, do not immediately open it off camera.

Where practical, photograph the parcel first.

If a courier asks you to sign for a parcel that is visibly damaged, do not state that it was received "in good condition" if that is not true. Where the carrier allows it, note that external damage was visible.

Do not discard the outer shipping carton, mailing bag, protective material, shipping label or any carrier documentation until you are satisfied that the contents are correct and undamaged.

14. PullCove's recommended collectible unboxing procedure

For maximum protection to both you and PullCove, we strongly recommend recording the first opening of every PullCove delivery, particularly high-value orders.

A good unboxing recording should be one continuous video.

At the beginning of the recording, place a handwritten piece of paper beside the unopened parcel showing:

your name, PullCove order number and the current date.

You may use your order number and surname initial instead of displaying unnecessary additional personal information publicly. Do not show passports, driving licences, bank cards or other identity documents in the recording.

The video should then clearly show all sides of the unopened shipping parcel, the shipping label, any visible damage, and all seals or tape.

Without stopping the recording, show the parcel being opened.

Continue filming while the protective packaging is removed.

Show each collectible product individually, including the front, back, top, bottom and sides.

If damage is discovered, move the camera close enough for the damage to be clearly visible while maintaining enough context to identify the product and parcel.

For a sealed-product claim, do not open the collectible's own factory seal merely to demonstrate external damage.

Keep the original video file.

15. Why we request an unboxing recording

An unboxing recording can help determine whether damage occurred:

before dispatch;

while in the carrier's possession;

during delivery;

after delivery;

or after the collectible had already been opened or handled.

It can also protect honest customers against incorrect claims that they caused damage themselves.

PullCove may retain its own evidence concerning an order, including packing photographs, video, package weights, postage records, carrier scans, product-condition photographs and security or fulfilment records where appropriate.

Both sets of evidence can be considered when investigating a disputed claim.

16. An unboxing video does not replace statutory rights

PullCove strongly recommends video evidence because it can make a claim substantially easier to establish.

However, where consumer legislation gives you a statutory remedy, failure to make an unboxing video will not automatically remove that legal right.

This distinction is important.

For claims falling outside mandatory statutory protection, including certain discretionary goodwill or shipping-condition claims, the quality and availability of evidence may affect whether PullCove can reasonably approve the claim.

17. Reporting shipping damage

If a collectible arrives damaged, contact:

hello@pullcove.com

as soon as reasonably possible.

For carrier-related damage we ask, where practical, that customers notify us within 48 hours of delivery because prompt notification can make carrier investigations significantly easier.

The 48-hour request is an evidence and carrier-claim procedure. It is not intended to shorten any mandatory statutory period or legal remedy that applies to you.

Do not dispose of the product or any shipping material while a damage investigation is ongoing.

18. Evidence requested for a damage claim

Please provide as much of the following evidence as is reasonably available:

1. Your PullCove order number.
2. Your name and email address used for the order.
3. A clear description of what is damaged.
4. Photographs of the unopened outer parcel where available.
5. Photographs of all sides of the shipping carton or mailer.
6. A clear photograph of the shipping label.
7. Photographs showing dents, punctures, tears, water damage, crushing or tampering to the external parcel.
8. Photographs of the internal protective packaging.
9. Photographs of all sides of the affected collectible.
10. Close photographs of the specific damage.
11. Photographs clearly showing the factory seal.
12. Your original continuous unboxing video, where one was recorded.
13. Any relevant carrier notification, delivery photograph or tracking information.
14. Any additional reasonable evidence requested by PullCove or the carrier during the investigation.

We may not need every item in every case.

The evidence requested will depend on the nature and value of the claim.

19. Original media and manipulated evidence

Photographs and video submitted as claim evidence should accurately represent what occurred.

Customers must not submit evidence that has been fabricated, staged or materially manipulated to create a false impression.

This includes damage intentionally caused after delivery and then represented as transit damage.

It also includes materially altered photographs, composited images, digitally added damage, synthetic or AI-generated photographs or videos, manipulated timestamps, false labels, substituted products or misleading edited sequences.

Basic cropping, exposure adjustment or redaction of unrelated personal information is not inherently prohibited, but customers should retain the original unedited file.

For higher-value or disputed claims, PullCove may request the original image or video file, rather than a screenshot, social-media upload or compressed copy.

We may examine file information and other available evidence for the limited purpose of assessing authenticity and investigating the claim, subject to applicable privacy and data-protection requirements.

Cuts, unexplained pauses, transitions, overlays, filters, AI enhancement, speed alterations or other material edits may reduce the evidential weight of a recording.

This does not mean that edited evidence automatically invalidates a genuine statutory claim; it means PullCove may need additional evidence before reaching a conclusion.

20. False, staged or fraudulent claims

PullCove takes fraudulent claims seriously.

Examples may include intentionally damaging merchandise and claiming it arrived damaged; returning a different product; swapping an authentic product for a counterfeit one; removing cards, packs or contents before a return; resealing an opened product; submitting another person's damage photographs; falsely reporting a parcel as missing despite having received it; manipulating images or video; falsifying carrier documents; or making materially false statements in connection with a refund or chargeback.

Where we have reasonable grounds to suspect fraud, we may pause a non-mandatory refund while we investigate.

We may compare the claim with our packing records, shipping weight, tracking events, serial or batch information where available, photographs, video, package configuration, security features and return-inspection records.

Where lawful and reasonably necessary, information may be supplied to the carrier, insurer, payment processor, card issuer, marketplace, fraud-prevention provider or relevant authorities.

Nothing in this section allows PullCove to withhold a remedy where applicable consumer law requires us to provide one.

21. Customer-caused damage

PullCove is not responsible for damage caused after the risk has lawfully passed to the customer where the damage results from misuse, improper storage, careless opening, cutting through a shipping carton into the collectible, dropping the item, crushing it, water exposure after delivery, opening factory seals or other customer-caused acts.

This does not apply where the damage already existed when the goods were supplied.

22. Outer shipping-box damage only

The purpose of shipping packaging is to protect the merchandise inside.

Damage to the disposable shipping carton or mailing material alone does not automatically mean that the collectible product itself is damaged.

A claim for collectible damage will therefore normally focus on the condition of the purchased product rather than cosmetic damage solely to packaging whose purpose was transportation.

23. Wrong item, missing item or missing quantity

If you believe PullCove sent the wrong product, too few products or an incomplete order, contact us promptly.

Please retain the complete shipping parcel and contents.

Photographs and your unboxing video, where available, are particularly useful.

PullCove may compare the claim with the original packing record, order information, package weight, carrier weight, inventory records and any packing photographs or video.

Where an error by PullCove is established, we will provide the remedy required by applicable law and may arrange replacement, redelivery or refund as appropriate.

24. Missing parcel or "delivered but not received" claim

If tracking shows that a parcel has not arrived, please contact PullCove so that we can investigate with the carrier.

If tracking records a parcel as delivered but you state that it was not received, we may ask the carrier to investigate and may consider delivery photographs, GPS or scan information where available, signature information, delivery location, building reception records and other reasonable evidence.

For high-value shipments, PullCove may use tracked delivery, signature confirmation, age/identity verification where lawful, insurance or other delivery safeguards.

Where reasonably necessary for a high-value suspected theft claim, we may ask whether the customer is willing to provide a carrier declaration, loss declaration or police incident reference.

Such requests will not be used to circumvent mandatory consumer rights.

25. Return authorisation

Before returning an item, please contact hello@pullcove.com.

We will provide return instructions and, where applicable, a return reference.

Unauthorised returns can be difficult to identify and may delay processing.

Obtaining a return reference is therefore strongly recommended.

Failure to obtain a reference does not remove a statutory return right where the law provides one.

26. Return packaging

Customers returning collectible products must take reasonable care to package them securely.

Whenever possible, use the original protective packaging or packaging offering equivalent protection.

Do not attach postage labels, tape or writing directly to the retail collectible box.

A sealed booster box should be placed inside appropriate protective packaging and then inside a shipping carton or mailing container.

If a product is damaged because it was inadequately packaged for the return journey, PullCove may take that additional damage into account to the extent permitted by law.

27. Tracked returns

We strongly recommend using an insured and trackable return service appropriate to the value of the goods.

Keep your return receipt and tracking information until your refund has been completed.

Where PullCove is legally responsible for the cost of returning faulty or non-conforming goods, we will provide an appropriate solution or reimburse the reasonable return cost as required.

Irish guidance confirms that when goods are returned because they are faulty, the trader bears applicable return costs.

28. Inspection of returned collectibles

All returned collectibles may be inspected before completion of a refund where permitted by law.

PullCove may document the return opening and inspection for fraud-prevention and dispute-resolution purposes.

We may compare:

the product returned;

factory seal;

wrap pattern;

security features;

box condition;

labels;

product codes;

batch or manufacturing information where available;

contents;

product weight;

and the condition recorded before dispatch.

Returned goods must be the same goods that were supplied.

29. Product substitution and return fraud

Sending PullCove a different copy of the same product does not constitute returning the item we supplied.

Nor does returning a counterfeit product, previously owned product, resealed product or otherwise substituted product.

If PullCove can reasonably establish that the item returned is not the item supplied, the return may be rejected to the extent permitted by law.

The evidence may also be submitted in response to a payment dispute or fraud investigation.

30. Missing contents from returns

Where a returned product should contain multiple components, all supplied components must be returned unless the nature of the defect or applicable law makes that impossible or inappropriate.

If a customer deliberately retains part of an order while claiming to have returned it in full, any refund may be adjusted to reflect what was actually returned where legally permitted.

31. Damaged products and available remedies

When genuine shipping damage or non-conformity is established, the available remedy will depend on applicable law, the circumstances and available stock.

Depending on the circumstances, this may involve replacement, refund, price reduction or another legally appropriate remedy.

PullCove cannot guarantee that an identical replacement will always be available because collectible inventory can sell out and some products may become unavailable.

Where replacement is required but impossible, another legally appropriate remedy will be offered.

32. Irish rights concerning faulty goods

Irish consumers have significant statutory rights under the Consumer Rights Act 2022.

Among other protections, Irish law provides a short-term right to terminate in qualifying circumstances within a 30-day period, and where a lack of conformity becomes apparent within the first 12 months, Irish legislation generally presumes it existed at the relevant time unless the contrary is proven or the presumption is incompatible with the nature of the goods or defect.

Irish consumer guidance also explains that remedies for faulty goods can remain available beyond that period and, depending on the circumstances, claims may be possible for up to six years.

Nothing in PullCove's evidence requirements overrides those statutory protections.

33. EU legal guarantee

Consumers protected by EU law generally receive a minimum two-year legal guarantee covering goods that are faulty or do not conform to what was advertised.

Depending on the circumstances, legal remedies can include repair, replacement, price reduction or termination/refund.

The applicable national law may provide additional protection.

This Policy does not replace the legal guarantee.

34. UK faulty goods

UK customers retain the protections applicable under the Consumer Rights Act 2015 and other applicable consumer legislation.

UK government guidance states that faulty, misdescribed or non-functioning goods must be appropriately remedied and recognises a 30-day short-term rejection period for qualifying faulty goods. It also provides further repair/replacement protections after that period.

PullCove's anti-fraud procedures do not replace those rights.

35. United States consumers

For US customers, mandatory federal, state and local consumer laws continue to apply.

Our voluntary return terms are intended to operate alongside those laws rather than replace them.

Where a state requires additional rights, disclosures or remedies, the legally required provision prevails.

For example, California has specific rules concerning disclosure of restricted refund policies, demonstrating why PullCove cannot legitimately declare that one restrictive contractual clause overrides every US state.

36. Customers elsewhere in the world

For customers outside Ireland, the EU, UK and United States, this Policy provides PullCove's contractual return framework.

However, consumer-protection law varies significantly between jurisdictions.

If mandatory consumer legislation in the customer's country gives them rights that cannot legally be excluded by contract, those rights continue to apply.

Nothing in this Policy should be interpreted as requiring a customer to surrender a non-waivable legal right in order to purchase from PullCove.

37. Customs duties, import VAT and other charges

International customers are responsible for checking any import restrictions, duties, taxes, handling charges or customs requirements applicable to their destination except where PullCove expressly collects or assumes those charges as part of the transaction.

Any applicable arrangement should be clearly shown to the customer at or before checkout.

A customer should not refuse an international delivery merely to avoid properly disclosed import charges and assume that the entire transaction will necessarily be refunded without cost.

Where a parcel is returned because the recipient refused to pay properly disclosed import charges, PullCove may deduct actual unrecoverable shipping, return, customs or carrier charges from any discretionary refund to the extent permitted by applicable law.

Mandatory consumer rights remain unaffected.

38. Incorrect or incomplete delivery address

Customers are responsible for entering an accurate and complete delivery address.

If a parcel is returned because the customer supplied an incorrect, incomplete or undeliverable address, PullCove may require payment of reasonable redelivery costs or deduct actual unrecoverable shipping costs from a discretionary refund where legally permitted.

If the error was caused by PullCove, PullCove will be responsible for correcting it.

39. Refused deliveries

Please contact PullCove before intentionally refusing delivery unless circumstances make that impractical.

A refused parcel can incur additional carrier charges and may be returned through an uncontrolled international logistics route.

Refusing delivery is not necessarily equivalent to correctly exercising a statutory cancellation right.

If you wish to cancel, send PullCove a clear written cancellation notice.

40. Pre-orders

A pre-order is an order for stock expected to become available at a later date.

Estimated arrival and dispatch dates are estimates unless expressly guaranteed.

If a material delay occurs, PullCove will provide customers with the rights and options required by applicable law.

Nothing about a product being a pre-order removes mandatory cancellation, delivery or conformity rights.

41. Refund processing

Approved refunds will normally be issued to the original payment method unless another method is agreed and permitted by law.

Where statutory deadlines apply, PullCove will comply with those deadlines.

For Irish termination remedies, the Consumer Rights Act requires reimbursement without undue delay and no later than the applicable 14-day deadline after receipt of the returned goods or, where the trader chooses, evidence that they were returned.

For ordinary EU withdrawal, the trader may also withhold reimbursement until the goods have been received back or the customer provides evidence that they have been sent, where the relevant rules permit it.

Your bank, card issuer or payment service may take additional time to display an already-issued refund.

42. Refunds will not normally be issued to a different payment method

For fraud-prevention reasons, refunds are normally returned to the method originally used to pay.

We will not ordinarily redirect a card refund to another person's bank account, cryptocurrency wallet or unrelated payment instrument.

Where the original payment method cannot technically receive a refund, we will work with the customer and payment provider to determine an appropriate lawful alternative.

43. Chargebacks and payment disputes

Customers retain any lawful right they may have to dispute a transaction with their card issuer or payment provider.

Where possible, we encourage customers to contact PullCove first so that genuine issues can be resolved quickly.

If a payment dispute is opened, PullCove may provide the payment provider with relevant transaction evidence, including order records, correspondence, tracking, delivery confirmation, photographs, packing records and return evidence.

Knowingly making a false chargeback or materially misrepresenting the circumstances of a transaction may constitute fraud.

PullCove will not threaten, penalise or remove statutory rights from a customer merely because they have made a legitimate payment dispute.

44. Abuse of the returns process

PullCove may restrict discretionary services or refuse future orders where there is objective evidence of serious or repeated abuse, fraud or attempted fraud.

Examples may include repeated substitution attempts, falsified damage evidence, repeated false non-receipt claims or deliberate misuse of our returns process.

Such action does not remove any remedy owed in relation to an existing transaction under mandatory law.

45. Account and order security

PullCove may conduct reasonable fraud screening before dispatch.

For unusually high-value or high-risk transactions, we may request additional payment or delivery verification where lawful.

We will never ask customers to send unnecessary sensitive documents through insecure channels.

An order may be cancelled and refunded before dispatch if our fraud-prevention systems identify a level of risk that we reasonably cannot accept.

46. Personal information submitted with a claim

Photographs, video, shipping labels and correspondence may contain personal information.

PullCove will process claim evidence for purposes such as handling the return or complaint, protecting against fraud, dealing with carriers and insurers, defending or resolving payment disputes and complying with legal obligations.

We will not require customers to provide unnecessary identity documents simply to make an ordinary damage claim.

Claim information should be retained only for as long as reasonably necessary for the claim, related legal obligations, fraud prevention and any pending dispute, in accordance with our Privacy Policy and applicable data-protection law.

Where necessary and lawful, relevant information may be shared with our shipping carrier, payment processor, insurer, advisers, fraud-prevention service or authorities.

47. Your evidence also protects you

PullCove's evidence procedures are not intended solely to protect PullCove.

A genuine continuous unboxing video can also provide extremely strong evidence for a legitimate customer.

For example, it may establish that the outer carton was already crushed, that the collectible was damaged immediately upon removal, that a product was missing before the customer handled the contents, or that the shipment contained a different item.

For this reason we recommend the same procedure for every customer rather than only requesting it after a dispute has arisen.

48. PullCove's own packing evidence

PullCove may implement additional measures for high-value collectible orders.

These may include photographing the condition of a sealed product before packaging, photographing the packed order, recording product quantities, recording shipment weight, using tamper-evident packaging, retaining carrier acceptance information or video-recording portions of the packing process.

The existence of PullCove's evidence does not automatically override customer evidence.

Where a genuine dispute occurs, all relevant evidence should be considered fairly.

49. Minor cosmetic variation versus material damage

Because collectible-condition claims can be subjective, PullCove distinguishes between minor normal variation and material damage.

Material damage may include substantial crushing, major dents, punctures, large tears, severe water damage, broken factory seals or damage that objectively causes a meaningful reduction in the collectible condition represented at sale.

A tiny shrink-wrap seam, microscopic mark, slight manufacturer wrap looseness or similarly insignificant variation will not automatically qualify as material shipping damage unless the product was specifically sold with a higher condition representation.

Each claim will nevertheless be assessed on its individual facts.

50. Condition-specific listings

PullCove may occasionally sell a sealed product with disclosed box damage, dents or other imperfections at an adjusted price.

Any known material condition issue will be disclosed before purchase.

A customer cannot subsequently treat the same clearly disclosed imperfection as an undisclosed defect merely because they changed their mind about accepting it.

Other undisclosed faults remain subject to applicable rights.

51. Packaging opened by customs or a carrier

In rare circumstances customs authorities or carriers may open or inspect an international shipment.

If you receive a package that appears to have been officially inspected, retain all inspection labels, tape, notices and packaging.

Contact PullCove before opening the collectible product itself if the collectible's condition appears affected.

We will assess the circumstances with the carrier or relevant authority where possible.

52. Returned parcels damaged in transit

If you are responsible for arranging a change-of-mind return, package the collectible appropriately and use a service suitable for the value of the goods.

If a customer-controlled return is materially damaged because of inadequate return packaging, this may affect the refundable amount where applicable law allows.

Where PullCove provided the return label or arranged collection for a defective item, responsibility will be assessed according to applicable law and the particular circumstances.

53. No automatic store-credit substitution

Where the law requires a monetary refund, PullCove will not substitute store credit merely because store credit would be more convenient for us.

Store credit may be offered as an option where lawful, but it will not replace a legally required refund unless the customer freely agrees.

54. Gifts

Where a product was purchased as a gift, we may require sufficient proof that it was originally purchased from PullCove before processing a statutory or voluntary return.

Refunds will generally be issued to the original purchaser's payment method unless applicable law or an agreed alternative permits otherwise.

55. Business purchases and resellers

Consumer rights discussed in this Policy principally concern purchases made by individuals acting as consumers.

A buyer purchasing wholly or mainly for trade, business, resale or professional purposes may have different rights.

Where you purchase from PullCove in a business capacity, mandatory business-to-business law and any separately agreed commercial terms may apply instead.

56. No waiver of statutory rights

Nothing in this Policy excludes or restricts liability or consumer remedies where excluding or restricting them would be unlawful.

If any provision conflicts with a mandatory consumer-protection rule applicable to a particular customer, the mandatory rule prevails to the extent of that conflict.

The remaining provisions continue to apply.

57. Fair interpretation

PullCove will not interpret an evidence requirement in a way designed merely to avoid a legitimate consumer claim.

Likewise, customers are expected to cooperate reasonably with an investigation where the circumstances of a damage, loss or substitution claim genuinely require clarification.

Our objective is to reach a decision based on the strongest available evidence from both sides.

58. Governing law

To the extent legally permitted, transactions with PullCove are governed by the laws of Ireland.

However, this provision does not deprive a consumer residing elsewhere of any mandatory consumer protection afforded to them by laws that cannot contractually be excluded.

Nothing in this Policy requires a consumer to give up a legal right to bring proceedings in a jurisdiction where applicable law entitles them to do so.

59. Changes to this Policy

PullCove may update this Policy periodically to reflect changes in our operations, products, fraud-prevention procedures or applicable law.

The version applicable to an order will ordinarily be the version made available at the time the relevant contract was entered into, except where a later change must apply by law or benefits the customer.

The date of the latest revision appears at the beginning of this Policy.

60. How to make a return, damage or refund request

Contact:

PullCove Customer Support
hello@pullcove.com

Include your order number and a concise explanation of the issue.

For damage claims, attach as much of the evidence described in this Policy as reasonably available.

Do not send the product back until you have received the appropriate return instructions unless exercising a right for which applicable law expressly allows you to proceed otherwise.

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PullCove EU/UK Model Cancellation Form

This form is provided for convenience. Where applicable law allows cancellation by another clear statement, you do not have to use this exact form.

To: PullCove
Email: hello@pullcove.com

I hereby give notice that I cancel my contract of sale for the following goods:

Order number: ______________________

Product(s): ______________________

Ordered on: ______________________

Received on: ______________________

Customer name: ______________________

Customer address: ______________________

Email address: ______________________

Date: ______________________

Signature: ______________________
(required only where this form is submitted on paper)