Returns & Refunds policy
Welcome to Mysterybox.ae. We appreciate your trust in choosing us for your mystery box experience. Our refund policy is designed to ensure clarity and transparency while protecting the unique nature of our products. Please read the following policy carefully before making a purchase.
1. Non-Refundable Items
Opened Mystery Boxes: Once a mystery box has been opened, it is considered final and non-refundable. The excitement of our product lies in the surprise element, and we cannot offer refunds or exchanges for opened boxes, regardless of the contents.
Active Subscriptions: Subscription plans, once activated, are non-refundable. By subscribing, you agree to receive mystery boxes on a recurring basis, and these cannot be canceled, paused, or refunded after activation for the current billing cycle.
2. Damaged, Defective, or Missing Items
Damaged or Defective Items: If you receive a damaged or defective item, please contact us within 7 days of receiving your order with clear photographic evidence of the damage or defect. We will offer a replacement, repair, or store credit, depending on the situation.
Missing Items: If any items are missing from your mystery box, please inform us within 7 days of receipt. We will verify and either ship the missing items or provide a store credit.
3. Incorrect Orders
Incorrect Items: In the unlikely event that you receive an incorrect item, please notify us within 7 days. We will correct the mistake by sending the correct item at no additional cost or providing a store credit.
4. Cancellation Policy
Subscription Cancellations: You may cancel your subscription at any time through your account settings. Cancellations will take effect from the next billing cycle. Please note that any mystery boxes already billed or shipped prior to cancellation are non-refundable.
One-Time Purchases: Orders for one-time purchases can only be canceled if the order has not yet been processed or shipped. Once the order has been processed, it cannot be canceled, refunded, or returned.
5. Refund Process
Eligibility: Refunds are only processed for items that are damaged, defective, or incorrectly delivered. Opened mystery boxes and active subscriptions are strictly non-refundable.
Refund Method: Refunds, if applicable, will be issued to the original payment method used during purchase. Please allow 10-15 business days for the refund to be processed once the returned item is received and inspected.
Store Credit: In cases where a refund is not possible, we may offer store credit equivalent to the value of the item.
6. International Customers (Including UAE)
Customs Duties and Taxes: International orders, including those shipped to the UAE, may be subject to customs duties and taxes. These are non-refundable and are the responsibility of the customer.
Shipping Costs: Shipping costs are non-refundable. For returns, the customer is responsible for covering the return shipping costs unless the item is damaged, defective, or incorrect.
7. Legal Compliance
Our refund policy complies with UAE consumer protection laws. By making a purchase, you agree to abide by this policy and any applicable UAE laws and regulations. This policy does not affect your statutory rights under UAE law.
8. Contact Information
For any questions or concerns regarding our refund policy, please contact our customer service team at support@mysterybox.ae. We are here to assist you and ensure your experience with us is positive.
9. Amendments to the Policy
We reserve the right to amend this refund policy at any time. Changes will be communicated via our website, and the revised policy will take effect from the date of publication.
Thank you for your understanding and for choosing Mysterybox.ae. We look forward to bringing you the thrill of mystery with each box!