Refund Policy

Mystery Box Refund Policy

Thank you for your purchase from Diamond State Collectables. We hope you love your mystery box. As the nature of a mystery box involves an element of surprise, our refund policy is designed to address specific issues while acknowledging the unique aspect of these products.

1. Eligibility for Refunds and Returns

We offer refunds or replacements only under the following circumstances:

Damaged or Defective Items: If any item inside your mystery box arrives damaged or is found to be defective upon opening.
Missing Items: If an item explicitly listed as being included in your specific mystery box tier/theme is missing.
Incorrect Box Received: If you receive a mystery box that is clearly not the one you ordered (e.g., wrong theme, wrong size).

2. Non-Eligible for Refunds

Due to the surprise nature of our mystery boxes, we do not offer refunds or returns based on:

Dissatisfaction with Contents: We cannot offer refunds if you simply do not like the items you received, or if the items are not what you personally hoped for. The value and nature of the items are part of the mystery.
Opened Boxes (Subjective Reasons): Once the mystery box has been opened and its contents revealed, it cannot be returned for subjective reasons (e.g., change of mind, no longer want it).
Minor Packaging Damage: Minor cosmetic damage to the outer packaging of the mystery box itself that does not affect the contents inside.

3. How to Request a Refund or Replacement

To request a refund or replacement based on the eligible criteria above, you must:

Contact Us Within 7 Days: Notify us within 7days of receiving your mystery box. Please provide your order number and a detailed description of the issue.
Provide Proof: Include clear photographs or videos of the damaged/defective item(s), the shipping packaging (if relevant to damage), or evidence of the incorrect/missing item.
Do Not Return Without Authorisation: Please do not send back any items until you have received explicit instructions and a return authorisation from our customer service team. Unauthorised returns may not be processed.

You can reach our customer service team at: info@diamondstate.co.uk

4. Return Process (If Applicable)

If a return is authorized:

We will provide you with a return shipping label if the issue is due to our error (e.g., damaged item, incorrect box).
Items must be returned in their original condition and packaging where possible.

5. Refund Method

Approved refunds will be processed to the original method of payment within [e.g., 5-10] business days after the returned item (if applicable) has been received and inspected, or after the issue has been verified.
You will receive an email notification once your refund has been processed

6. Shipping Costs for Returns

If the return is due to our error (e.g., damaged, defective, or incorrect item), we will cover the cost of return shipping.
For any other approved return (which would be rare for mystery boxes), the customer may be responsible for return shipping costs.

7. Changes to This Policy

Diamond State Collectables reserves the right to modify this refund policy at any time. Any changes will be posted on our website.