Refund and Returns Policy

Last updated: October 14, 2026

This policy is part of our Terms of Sale and Use.

1. The short version

• Packs and claw grabs are opened and assigned to you right away, so they are final once opened.
• If something went wrong on our side, you get your money or credit back. That includes a payment that went through without a pack opening, a duplicate charge, or a technical error.
• If an item arrives damaged, defective, wrong or not genuine, we replace it or credit its full value.
• If a shipment is lost, we resend it or credit its full value.

2. Opened packs are final

When you buy a pack or a claw grab, our server selects your item immediately and adds it to your vault. Because the purchase is completed at that moment, it cannot be cancelled, exchanged or refunded, and items cannot be returned in exchange for money. You can always sell an item back for Pookie credit, as described in the Terms.

3. When we refund you

We will refund your payment method, or credit your Pookie balance at your choice, when:

• you were charged but no pack opened and no item was added to your vault;
• you were charged more than once for the same purchase;
• a technical error on our side gave you the wrong result, the wrong price or no access to what you bought;
• we cancel your order because of a pricing error or because we cannot fulfill it;
• the law requires a refund.

Email contact@l70labs.xyz within 30 days of the charge with the email on your account and the date and amount. We confirm the issue in our records and refund within 10 business days; your bank may take a few more days to show it.

4. Damaged, defective, wrong or not genuine items

Every item is new and genuine. If an item arrives damaged, defective, different from the item in your vault, or you believe it is not genuine, email contact@l70labs.xyz within 7 days of delivery with your order details and photos of the item and packaging. Keep the item and its packaging until we reply. We will send a replacement of the same item, a substitute of equal or greater retail value, or credit your account with 100% of its retail value, and we cover any return shipping we ask for.

5. Lost or late shipments

If tracking shows no movement for 10 business days, or it shows delivered but you did not receive it, email contact@l70labs.xyz within 30 days of the shipping date. We open a claim with the carrier and, once the carrier confirms the loss or after 15 business days, we resend the items or credit their full retail value. We cannot help with shipments sent to an incorrect address you entered, beyond requesting a return from the carrier.

6. Shipping fees

Shipping fees are refunded when we refund or cancel the whole shipment, or when the shipment is lost or arrives damaged. They are not refunded for a shipment that was delivered as ordered.

7. Pookie credit

Pookie credit cannot be refunded to a card or exchanged for cash, except where the law requires. When we refund a purchase that was paid with Pookie credit, we return the credit to your balance.

8. Chargebacks

Please contact us before disputing a charge with your bank. If you dispute a purchase you received, we may suspend your account and reverse related items and credit while the dispute is reviewed, as described in the Terms.

9. Contact

Pookie is operated by L70 Labs LLC, a Florida limited liability company. Refund and order help: contact@l70labs.xyz. We answer within one business day.