Return & Refund

At MysteryGiftBag (MGB Gift Store), we want every unboxing experience to be joyful! Please read this policy carefully, as it outlines your rights and responsibilities regarding returns, refunds, and order issues.

🇬🇧 United Kingdom – Return Policy (Non-Personalised Items Only)

Return Window:
UK customers may request a return within 14 days of delivery for eligible, non-personalised items only.

Eligibility for Return:
Items must be:

  • Unopened and unused
  • In original, saleable condition
  • With all packaging, tags, and labels intact
  • Accompanied by proof of purchase
  • Approved with a Return Authorisation (RA) number before sending back

Non-Returnable / Final Sale Items:
The following cannot be returned under any circumstances:

  • Mystery Scoops & Mystery Bags
  • Personalised or custom items
  • All stationery mystery bundles and surprise bags
  • Personal care items (beauty, cosmetics, jewellery, bath products, socks)
  • Perishable, hazardous, or flammable goods
  • Sale items, gift cards, free gifts
  • Items returned after 14 days

Refunds for Change of Mind (UK only):
Approved non-faulty returns are refunded as:

Refund Amount = Item Price
              - Original Outbound Shipping Cost
              - Return Shipping Cost (customer pays)
              - Handling & Restocking Fee (25% of item value)
              - Transaction Fees (as incurred)

🌍 Global (EU, USA, International) – No Returns / No Refunds

Due to the surprise, personalised, and limited-edition nature of our products, all international orders are final sale.

For customers outside the UK:

  • ❌ No returns
  • ❌ No exchanges
  • ❌ No refunds for change of mind, dislike, duplicates, or surprise outcomes
  • Customers are responsible for any customs duties, import taxes, or additional fees (Excluding UK, USA, & EU)
  • ⚠️ International Orders (non-UK) - Effective Nov 30, 2025: USA & EU orders include all import taxes and customs fees no extra charges for you. All other countries: Customs and duties are NOT included and must be paid by the customer

This ensures product safety, hygiene, and fairness, as mystery items cannot be restocked once shipped.

📦 Damaged or Faulty Items (UK Only)

If your order arrives damaged or faulty:

  • Contact us on the day of delivery
  • Email customerservice@mysterygiftbag.com
  • Provide clear photos/videos of the issue and packaging
    We will assess and may offer a replacement or refund where appropriate.

❗ Return Authorisation & Chargeback Policy

Return Authorisation Required (UK only):
Returns without an RA number may be rejected.

Chargebacks:
Opening a chargeback without contacting us first violates our policy and may result in:

  • Account restrictions
  • Denied future purchases
  • Our right to dispute and recover associated costs

🚚 Shipping Disclaimer

Once handed to the carrier, MysteryGiftBag is not responsible for:

  • Delays
  • Loss
  • Damage
  • Failed delivery or uncollected packages

Claims for shipping issues must be made directly with the courier.

📧 Contact Us

Have questions? We're here to help.
customerservice@mysterygiftbag.com