Refund policy

MysteryBoxAustralia
Return & Refund Policy
Return & Refund Policy
Last updated: June 2026 | This policy applies to online purchases from MysteryBoxAustralia.
1. Our Commitment
At MysteryBoxAustralia, we want customers to enjoy a fair, transparent and exciting shopping
experience. We sell pre-packed mystery boxes containing physical consumer goods. This Return &
Refund Policy explains when returns, replacements and refunds may be available.
2. Your Rights Under Australian Consumer Law
Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer
Law. If a product has a major failure, you may be entitled to choose a refund or replacement. If the
failure is minor, we may provide a repair, replacement, refund or another remedy as required by law.
This policy does not exclude, restrict or modify any rights or remedies you may have under Australian
Consumer Law.
3. Mystery Box Purchases
By purchasing a MysteryBoxAustralia mystery box, you understand that the contents are intentionally a
surprise and may vary between boxes. The surprise nature of the box, or not receiving a preferred
product, brand, style or category, does not by itself entitle you to a refund or exchange.
4. Change of Mind
We do not offer refunds, returns or exchanges for change of mind. This includes situations where you
no longer want the box, do not like the surprise contents, expected different items, received duplicate
items across separate orders, found similar items elsewhere, or purchased the box as a gift that is no
longer wanted.
5. Faulty, Damaged or Incorrect Items
You may be entitled to a remedy if an item is faulty, unsafe, damaged on arrival, significantly different
from its description, or does not meet the consumer guarantees under Australian Consumer Law. If this
happens, please contact us as soon as possible with your order number, a clear description of the issue
and photos or videos where available.
6. Reporting Problems Within 30 Days
Please report any faulty, damaged, missing or incorrect item within 30 days of receiving your order
where possible. Reporting within this timeframe helps us assess the issue quickly and arrange the
appropriate remedy. This 30-day reporting period does not limit any rights you may have under
Australian Consumer Law, including rights that may apply after 30 days where the law provides for
them.
7. Assessment of Claims Before approving a return, replacement or refund, we may ask for evidence of the problem, including
photos, videos, packaging details, product labels or return of the affected item. We may refuse a claim
where the issue was caused by misuse, accidental damage after delivery, normal wear and tear, or
failure to follow product instructions.
8. Major and Minor Problems
For a major problem under Australian Consumer Law, you may be entitled to choose a refund or
replacement. For a minor problem, we may choose to repair the product, replace it, refund it, or provide
another appropriate remedy within a reasonable time.
9. Refund Processing Time
Once a refund has been approved, please allow up to 20 business days for the refund to be processed
and appear in your account. The final timing may depend on your bank, card provider or payment
platform. Refunds will generally be issued to the original payment method unless otherwise agreed or
required by law.
10. Return Shipping
If an item is confirmed to be faulty, damaged, incorrect or otherwise fails to meet consumer guarantees,
MysteryBoxAustralia will comply with its obligations under Australian Consumer Law regarding return
shipping and remedies. If a return is requested for a reason not covered by Australian Consumer Law,
any approval is at our discretion and return postage may be the customer's responsibility.
11. Proof of Purchase
To process a return, replacement or refund request, we may require proof of purchase, such as your
order confirmation email, receipt, order number or payment confirmation.
12. How to Contact Us
 For return and refund enquiries, please contact MysteryBoxAustralia with your order number and details
of the issue.
Email: support@mysteryboxaustralia.com.au
Website: www.mysteryboxaustralia.com.au
13. Important Notice
This policy is intended to explain our store process and does not replace or reduce your rights under
Australian Consumer Law. Nothing in this policy is intended to mislead customers about their consumer
guarantee rights.
Customer reminder: For faster support, please contact us within 30 days of delivery with photos and your order