Refund policy

 

Return & Refund Policy

Last updated: April 2026

1. Right of Withdrawal In accordance with EU Directive 2011/83/EU and Portuguese consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

2. How to Request a Return To initiate a return, please contact us within 14 days of delivery at mycutemysterybox@gmail.com with your order number and reason for return. We will respond within 2 business days with return instructions.

3. Return Conditions To be eligible for a return, items must be:

• Returned in their original packaging
• With all original labels and tags intact
• Unused and in the same condition as received

Items that do not meet these conditions will not be accepted for return.

4. Return Shipping Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit during return.

5. Refunds Once we receive and inspect the returned items, we will process your refund within 14 days. Refunds will be issued to the original payment method used at checkout. You will receive a confirmation email when your refund has been processed.

6. Damaged or Incorrect Items If you receive a damaged or incorrect item, please contact us at mycutemysterybox@gmail.com within 30 days of delivery with photos. In these cases, we will cover the return shipping costs and issue a full refund.

7. Non-Returnable Items Due to the nature of mystery boxes, we are unable to accept returns based on dissatisfaction with the surprise contents, provided the items match the advertised product categories.

8. Contact For any questions about returns or refunds, please contact us at mycutemysterybox@gmail.com or +351 912 557 246.