ATTENTION! Please check the physical integrity of the packages and products upon receipt, in the presence of the courier, and request the preparation of a damage report if the package or product shows signs of damage. Any subsequent complaint will not be considered.
1. Return within the first 14 days
Withdrawal from the contract / cancellation of the purchase
If you are a natural person customer, you received the products via courier and you changed your mind - you can return them within a maximum of 14 calendar days, without the need to provide a specific reason and without any penalties, according to the law (GEO 34/2014).
Art. 14, Paragraph 3 of GEO 34/2014 states:
"The consumer is only liable for any diminished value of the products resulting from their handling, other than what is necessary to determine the nature, characteristics and functioning of the products."
Product return details:
- We recommend that you keep the complete packaging and components that accompany the product. Returning a product without packaging or without other components of the packaging or the product will lead to a decrease in the value of the products.
- The returned product must be accompanied by the invoice;
- You are responsible for the shipping cost for returning the products.
If you receive acceptance for the return, THE MYSTERY MAKERS SRL (mysterycasebox.ro) will refund the product value as soon as possible after receiving the returned product, but no later than 14 days from the time of the return request.
We will not refund shipping costs invoiced, resulting from the purchase, nor shipping costs resulting from the return of products.
According to Art. 11 of GEO 34/2014, "Before the expiration of the withdrawal period, the consumer informs the professional of his decision to withdraw from the contract" using one of the options presented below:
a) The contact form related to the mysterycasebox.ro website
b) To the email address contact@mysterycasebox.ro
Please send in writing to the email address where you received the order confirmation your Bank and IBAN Account where you want the money returned. After verifying the returned product, we will let you know if you will benefit from a full refund of the product value or if certain deductions apply.
Excluded products, no right of return
a) products made according to the specifications presented by the consumer or clearly personalized
b) products likely to deteriorate or expire quickly
c) unsealed consumable products related to any product category in the offer
d) sealed products that cannot be returned for health protection or hygiene reasons and that have been unsealed by the consumer
e) products which are, after delivery, due to their nature, inseparably mixed with other elements
f) audio, video recordings, or sealed, unsealed computer programs
g) supply of digital content that is not delivered on a tangible medium
These exceptions apply according to Art. 16 of GEO 34/2014.
Products that are defective by us (DOA – Dead on Arrival)
Products that have manufacturing defects or defects (not defects caused by the user, which contravene the warranty terms) declared within 48 hours of receipt will be replaced (at no other cost - within the limit of available stock and provided that the product is completely packaged exactly as at the time of pickup or delivery. If a manufacturing defect is found, the return procedure will be completed.
The return of the products will be made directly to our headquarters or by express courier, mentioning the following data:
THE MYSTERY MAKERS SRL
Caramidaria Street, No. 4,
Brasov, Romania
0733966120
Returns via express courier or post will not be refunded. Refunds will be made later via bank transfer.
2. Delivery Compliance Policy
All products sold by us benefit from warranty conditions in accordance with the legislation in force. The products are new, in original packaging and come from authorized sources.
When you receive the ordered products, please check the conformity of the product received with the one ordered.
If you have checked and found a non-conformity upon delivery of the product, you must report it within 48 hours of delivery at the phone number 0733966120 or by email at: contact@mysterycasebox.ro.
We will resolve the reported non-conformity within the first 48 hours, covering exclusively the shipping and logistics costs. The only condition is that you return the products in exactly the same condition in which they were received, without being unsealed, used or with the packaging damaged.
