Terms and Conditions

The terms and conditions include specifics on merchandise, delivery and returns policy and govern your purchase of merchandise from the store. If you experience any problems or issues with an order or the products in the store please contact our customer service department at support@pokerheaven.com.

• All players receive FPPs for their game play as a reward for their loyalty. An FPP has no monetary value; it is simply a measure of how we reward our players. The FPPs can be used to be exchanged for rakeback or for gifts from the VIP Loyalty Store, you cannot use the same FPPs earned on both. If a rakeback player uses his FPPs in exchange for a gift he loses his right to receive a percentage of his rakeback. There is no connection between the price of merchandise purchased and the rakeback being deducted. Your rakeback calculation is based on the remaining FPPs in your account.
• Customers should allow 4 weeks for purchased merchandise to arrive.
• Once orders are confirmed, cancellations will not be permitted. FPPs can never be credited to your account, only earned while playing poker.
• Customers are responsible for correct entry of data onto the order form. Failure to do so may result in additional delivery charges to the customer should failure be a consequence of erroneous information being provided. Any additional delivery charges accrued must be paid directly to the courier/shipping company.
• The email address listed in a customer's poker account will be the email address used to confirm all store orders. Customers are responsible for the accuracy of their email address in their poker account.
• Customers are responsible for providing an accurate and up-to-date delivery/shipping address where they will have someone available to receive and sign for the product upon delivery. Poker Heaven will not be responsible for excess delivery charges due to absence of the consignee from the premises or an incorrect address being provided.
• The third party provider (Initial) agrees to replace items that are damaged in transit or damaged due to manufacturer, warehouse or courier neglect. However, goods damaged due to customer neglect or wear and tear will be solely the responsibility of the customer.
• Poker Heaven reserves the right to withdraw any item at any time.
• Customers must have sufficient FPPs in their account to cover the entire cost of the order submitted. Insufficient points will result in order cancellation.
• All items ordered are subject to stock availability, should an item be out of stock we will advise the customer of a new delivery date for the same product. Alternatively, the product can be exchanged for a good of equal (or lower) value to the item that is out of stock. We will then provide a new delivery date which we shall endeavour to ensure is as close to the original as possible. An order confirmed cannot be cancelled.
• Customers should note that the number of FPPs required to purchase items in the store can fluctuate at any time dependent on daily exchange rates. Once an order is submitted / confirmed, however, the price of the item will remain remain fixed at the price at the time of purchase.
• Please note that if you purchase your buy-in for any live event in the store the following terms and conditions will apply:
  1. While playing poker the player must at all time wear the Poker Heaven branded clothing provided.
  2. The player must act as an ambassador for Poker Heaven to the best of their abilities and by no means promote a competing company.
  3. The player will at all time behave in a sportsmanlike and respectful manner towards tournament crew and fellow players.
  4. In purchasing entry to a live event, the player consents to having their name and picture for promotional purposes without further compensation. The player further agrees to help promote Poker Heaven and act as Poker Heaven’s spokesperson during and after the events, including, but not limited to, meeting with press and participating in other events conducted by Poker Heaven.
• Poker Heaven reserves the right to change or amend these terms at any time. Customers are advised to review these terms and conditions on a regular basis.
• Decisions of Poker Heaven staff and management about any aspect of the VIP loyalty store will be final.