At Mystery Hunt Store, we specialize in curated surprise experiences. To maintain the integrity of the mystery and ensure a fair process for all customers, please review our policy regarding standard merchandise and our specialized Mystery Box packages.
1. Standard Products (Fan Merch & Accessories)
For all standalone items (such as clothing, accessories, and branded merchandise) that are not part of a Mystery Box package:
- 60-Day Return Window: We offer a 60-day return policy for a full refund.
- Condition: Items must be unused, in their original packaging, and in the same condition as received.
- Process: Refunds are processed to the original method of payment within 7 business days after inspection.
2. Mystery Box Packages (The Surprise Element)
The core of the Mystery Hunt experience is the element of surprise. Due to the nature of these products and the automated assignment of items, all Mystery Box purchases are final. No refunds or cancellations are accepted for Mystery Box packages.
To ensure customer satisfaction while maintaining the mystery, we provide access to the Mystery Hunt Portal before shipping:
- Complimentary Customization: Every box includes 2 free digital exchanges. If you wish to modify the surprise, you can do so within the portal before the order is finalized.
- MHC (Mystery Hunt Customization) Upgrades: You may purchase MHC Upgrades to grant the algorithm more processing power to Reveal, Exchange, or Upgrade your items.
- Final Confirmation: Once you confirm your selection in the portal—or once the processing timer expires—the order is immediately locked for fulfillment. After this point, no further changes, exchanges, or modifications are possible.
3. MHC Upgrade Policy
MHC Upgrades are classified as immediate digital service enhancements.
- No Refunds: Upon purchase, MHC Upgrades are instantly applied to the system to provide immediate algorithmic power and customization features. As the service is delivered instantly, these purchases are 100% non-refundable.
4. Damaged or Defective Items
While the “mystery” aspect is final, our quality guarantee is not. If any physical item in your Mystery Box arrives damaged or defective:
- Contact our Support Team within 7 days of delivery with photo or video evidence.
- We will issue a free replacement for the defective item.
- Please note: A defective item entitles you to a replacement of that specific item, not a refund for the entire Mystery Box.
5. Shipping & Returns Procedures
- Authorization Required: Do not ship items back without an official Return Merchandise Authorization (RMA). Unauthorized returns will not be processed.
- Return Shipping: For standard returns (Non-Mystery Box items), the customer is responsible for return shipping costs.
- Tracking: For your protection, we recommend using a trackable shipping service for any authorized returns.