Refund policy

Return & Refund Policy

Last Updated: December 21, 2025

This Return & Refund Policy explains in detail how My Mystery Parcel manages product returns, refunds, and related customer service procedures. By purchasing from our website, you agree to the terms described below.

We operate in full compliance with Australian Consumer Law (ACL) and applicable regulations. All purchases are subject to ACL consumer guarantees.

1. Return Window

  • Customers may initiate a return within 30 calendar days from the date of delivery.
  • Delivery date is based on courier tracking confirmation.
  • Late returns may only be accepted if the item is faulty, defective, damaged, or incorrect.
  • Damaged or incorrect items must be reported within 48 hours.

2. Exchange Policy

  • Exchanges are not offered for any products.
  • Replacement is only available if the product is faulty, defective, damaged, or incorrect.
  • Customers cannot exchange for different sizes, colours, mystery box variations, or alternative products.

3. No Restocking Fee

  • Approved returns are refunded in full.
  • There are no restocking or administrative fees.

4. Return Eligibility Requirements

  • Must be faulty, damaged, defective, or incorrect.
  • Returned in original packaging, including tags, labels, accessories, manuals, and documentation.
  • Proof of purchase is required (invoice or order confirmation).
  • The following reasons make a return ineligible: change of mind, personal taste, disappointment, opened mystery boxes, and consumable items.

5. Return Shipping Costs

  • Approved returns (faulty, defective, or incorrect) are covered by My Mystery Parcel.
  • Non-eligible returns: shipping is at the customer’s expense.
  • Trackable courier recommended; keep proof of postage until refund or replacement is completed.

6. How to Initiate a Return

Step 1: Verify Eligibility

  • Check if the item is within the 30-day return window.
  • Confirm the item is faulty, damaged, defective, or incorrect.
  • Ensure proof of purchase is available.

Step 2: Contact Support

Email: contact@mymysteryparcel.com

Phone: +61 493 530 342

Live chat: Live chat available on our website

Provide:

  • Order number
  • Reason for return
  • Photos (if applicable)

Step 3: Receive RMA

  • A Return authorisation Number (RMA) will be issued.
  • Include the RMA number on the package.
  • No RMA = return may be refused.

Step 4: Follow Return Instructions

  • Pack the item securely in its original packaging.
  • Include all accessories, tags, and manuals.
  • Ship via trackable courier (Australia Post, Sendle, Toll Group, CouriersPlease).

Step 5: Return Shipment

  • For approved returns: shipping covered by My Mystery Parcel.
  • For non-eligible returns, the customer pays shipping.

Step 6: Inspection

Returned items inspected for eligibility:

  • Packaging condition
  • Proof of defect/damage
  • Compliance with instructions

Step 7: Refund or Replacement

  • Refunds: processed within 10 business days (Monday–Friday) to the original payment method.
  • Replacement: only for faulty, defective, or incorrect items.
  • The customer receives a confirmation email once the refund or replacement is processed.

7. Return Methods

  • Use a trackable courier for all returns.
  • Returns without RMA approval or tracking may be refused.
  • Keep proof of postage until refund/replacement is confirmed.

8. Refund Processing Time

  • Refunds are processed within 10 business days (Monday–Friday) of receiving approved returns.
  • Refunds are issued to the original payment method.
  • The customer receives a confirmation email once the refund is processed.

9. Customer Responsibility

  • Please ensure you follow the return process precisely.
  • Use a secure and traceable courier.
  • Pack items safely to avoid further damage.
  • Please ensure your contact information is accurate and respond in a timely manner.
  • Failure may delay or void refund.

10. My Mystery Parcel Responsibilities

  • Inspect returned items promptly.
  • Approve eligible returns.
  • Process refunds within 10 business days (Monday–Friday).
  • Communicate status updates clearly.
  • Assist with replacement or damage claims.

11. Return Address

To initiate a return, you must first contact My Mystery Parcel before sending any items back.

Step-by-step process:

Contact Support:

  • Email: contact@mymysteryparcel.com
  • Phone: +61 493 530 342
  • Live chat: Live chat available on our website
  • Business Hours: 10 AM–6 PM (Monday–Friday), (GMT+10:00) Australian Eastern Standard Time (Sydney)
  • Provide your order number, a clear photo, and/or a viPlease provide a video of the mystery box that clearly shows the issue.

Return Eligibility Review:

  • Our team will review the submitted photo/video and determine if the item is eligible for return.
  • If the item meets return criteria, a Return Authorisation Number (RMA) will be issued.
  • If the item does not meet eligibility requirements, the return cannot be accepted.

Prepare Return Shipment:

  • Please print the RMA number and ensure it is clearly attached to the package.
  • Pack the item securely in the original box or suitable packaging to prevent damage.
  • Ship the item to the approved return address using a trackable courier.

Return Address:

My Mystery Parcel
12 Weigand Avenue
Bankstown, New South Wales, 2200.
Australia

Important: Returns sent without prior approval and an RMA will not be accepted. Always follow the steps above before shipping.

12. Damaged, Defective, Incorrect, or Missing Items

  • Report within 48 hours of delivery.
  • Include photos, the order number, and a description.
  • Eligible items are refunded or replaced, including original shipping costs.
  • Customer support will guide you on the next steps.

13. Lost Parcel Policy

  • Please report lost parcels as soon as possible
  • The courier initiated an investigation.
  • A replacement or refund is issued if a parcel cannot be recovered.

14. Order Cancellation Policy

  • Orders may be cancelled within 12 hours of purchase, before shipping
  • Shipped orders cannot be cancelled; initiate a return for eligible items.

15. Lost or Missing Returns

  • The customer must provide tracking info.
  • We do not refund lost returns without tracking.
  • Use insured couriers where possible.

16. Late or Missing Refunds

  • Refunds within 10 business days (Monday–Friday)
  • Contact support if not received.

17. Items Returned Without Approval

  • Returns without RMA may be refused.
  • Always obtain an RMA before shipping.

18. Policy Abuse Prevention

  • Fraudulent, repeated, or unauthorised returns may be refused.
  • Policy abuse may lead to account suspension.

19. Fraud, Abuse & Safety Protection

  • We reserve the right to cancel or refuse orders suspected of fraud or abuse.
  • Security measures protect customers and the business.

20. Business Information

Registered Company Name: My Mystery Parcel

ABN: 63 385 406 700

Registered Address: 12 Weigand Avenue, Bankstown New South Wales 2200, Australia

Email: contact@mymysteryparcel.com

Phone: +61 493 530 342

Live chat: Live chat available on our website

Business Hours: 10 AM–6 PM (Monday–Friday), (GMT+10:00) Australian Eastern Standard Time (Sydney)

21. Policy Updates

  • This policy may be updated at any time.
  • Changes apply to purchases made after the policy update.