Returns & Refund Policy

Our Commitment

At The Mega Mystery Box Company Ltd, we take pride in curating high-quality, licensed merchandise mystery boxes that exceed the value you pay. If something’s not right with your order, we want to know and we’ll do everything we can to resolve it.

The Nature of Mystery Boxes

Please read this section carefully before purchasing.

Our mystery boxes contain a curated selection of licensed, authentic merchandise across your chosen fandoms. By their very nature, the specific items inside cannot be disclosed in advance — this is the excitement of the mystery box experience.

When you purchase a mystery box, you accept that:

• Specific items cannot be guaranteed or pre-selected (unless using our custom box builder)
• Items may vary from any promotional images shown, which are illustrative examples only
• All items will be authentic, licensed merchandise within your chosen fandom(s)
• The total retail value of contents will meet or exceed the box price paid

Dissatisfaction with the specific items received, where the box otherwise meets the above criteria, does not qualify for a return under consumer distance selling regulations. However, we understand this can be disappointing and encourage you to contact us — we may be able to help.

When You Are Entitled to a Return or Refund

You are entitled to a full refund or replacement in the following circumstances:

• Damaged items — any items that arrive damaged or broken
• Missing items — your box contained fewer items than stated for that tier
• Wrong order — you received a different box to what you ordered
• Significantly below stated value — the retail value of contents falls materially short of the box price
• Item fault — a manufacturing defect with any item received
• Non-delivery — your order has not arrived within 14 working days of dispatch

Cancellations (Before Dispatch)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of placing it, provided it has not yet been dispatched. To cancel, please contact us immediately with your order number. Orders that have already been packed and dispatched cannot be cancelled — please follow the returns process below instead.

How to Request a Return or Refund

1. Contact us within 30 days of receiving your order via our contact form
2. Include your order number and a clear description of the issue
3. Attach photographs of any damaged, faulty or incorrect items
4. We will respond within 2 working days with instructions

Please do not return items without contacting us first, as unauthorised returns may not be accepted.

Returns Process

If a return is approved:

• We will provide a returns address and instructions
• Items must be returned in their original condition within 14 days of our approval
• We recommend using a tracked service; we cannot be responsible for items lost in return transit
• Return postage costs are covered by us for damaged, faulty or incorrectly sent items
• For change-of-mind returns (where eligible), return postage is at the customer’s expense

Refund Timescales

Once we receive and inspect returned items, or approve a refund without requiring return (e.g. for damaged goods with photographic evidence):

• Refunds are processed within 5 working days
• Refunds are issued to the original payment method
• Please allow a further 3–5 working days for funds to appear depending on your bank
• Original shipping costs of £4.99 are refunded where the fault is ours

Custom Box Builder Orders

Orders placed through our custom box builder are made to your specific requirements. Once the box has been packed to your fandom selections and personalisation preferences, it is treated as a bespoke order. Standard cancellation rights under the Consumer Contracts Regulations 2013 may not apply. Returns and refunds for custom boxes are handled on a case-by-case basis and we will always act fairly.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation. Goods must be of satisfactory quality, fit for purpose and as described.

Contact Us

For all returns, refund requests or order issues, please contact us here. We aim to resolve all issues quickly and fairly.