Refund policy
At Mystery31, we want customers to receive their order in the condition and manner described.
Change-of-mind cancellations
If you are a consumer purchasing online, you may notify us that you wish to cancel your order within 14 days of receiving it, where applicable under UK consumer law.
After notifying us of your cancellation, you should return the goods within a further 14 days.
To request a return, contact us at:
Please include your order number and the item(s) you wish to return.
Unless the item is faulty, damaged, incorrect or otherwise not as described, the customer is normally responsible for the cost of returning the item.
Returns should be sent to:
Mystery31 Returns
95 Markham Avenue
Leeds
LS8 4JD
United Kingdom
We strongly recommend using a tracked service when returning valuable trading cards, graded cards or sealed products.
Condition of returned items
Customers may inspect goods in the same way they reasonably would in a physical shop.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and condition, we may make an appropriate deduction from the refund for any reduction in value where permitted by law.
Trading card singles should be returned in substantially the same condition in which they were supplied.
Graded cards should be returned with the original grading case, labels and certification intact.
Factory-sealed products should be treated carefully. Opening, damaging or materially altering sealed packaging may significantly reduce the value of the product and may result in an appropriate deduction from the refund where permitted by law.
Mystery and randomised products
Mystery packs and other randomised products contain an element of chance. The guaranteed contents, possible contents, format and any relevant product information will be stated on the individual product listing.
Receiving a particular card, grade, character, rarity or market value is not guaranteed unless specifically stated in the listing.
A random outcome that is consistent with the advertised product does not by itself mean that the product is faulty or incorrectly supplied.
Opening or revealing the contents of a mystery or randomised product may substantially reduce its resale value. Any refund following cancellation may therefore be subject to a lawful deduction for diminished value where the product has been handled beyond what is reasonably necessary.
Nothing in this section removes any statutory cancellation or consumer rights that apply to your purchase.
Faulty, damaged or incorrect goods
If your order arrives damaged, faulty, materially different from its description, or you receive the wrong product, please contact us as soon as reasonably possible at gtokyo539@gmail.com.
Please provide your order number and, where possible, photographs of the item and packaging so that we can investigate.
Your statutory rights in relation to faulty or misdescribed goods are not affected by this policy.
Refunds
Once a valid return has been received and checked, refunds will be made to the original payment method.
Where required by law, refunds will be processed within 14 days of receiving the returned goods or receiving acceptable evidence that they have been returned.
Where an online order is validly cancelled, the cost of our standard delivery option will also be refunded where required by law.
If you chose a more expensive delivery option, such as an upgraded or express service, we are not required to refund the additional amount above the cost of our standard delivery service.
Banking and payment-provider processing times may mean that the refunded amount takes additional time to appear in your account.
This policy does not limit or exclude any rights you have under applicable consumer law.