Refund policy
Return Policy
At Mystery Color, we offer a 30-day return policy. This means you have up to 30 days after receiving your order to request a return.
Return Conditions
To be eligible for a return, the item must be in the same condition as when you received it: unworn or unused, with tags, and in its original packaging. You must also provide the receipt or proof of purchase.
To initiate a return, please contact us first at support@mysterycolor.com. Please note that return shipping costs are the responsibility of the customer. Returns sent without prior approval will not be accepted.
For any return-related questions, feel free to contact us at support@mysterycolor.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately at support@mysterycolor.com if the item is defective, damaged, or if you received the wrong item. We will assess the issue and work with you to find a solution.
Exceptions / Non-Returnable Items
• Custom Paint by Numbers Kit: Since this product is custom-made based on the photo you uploaded, we cannot accept returns or issue refunds. This product is made to order according to your specifications.
• Shipping Protection: Once activated (i.e., once your order has been shipped), this service cannot be refunded, canceled, or returned. If your order has not yet been shipped, you may request the removal of this service and receive a refund for the fee.
• Gift Cards: Unfortunately, we cannot accept returns or provide refunds for gift cards.
Exchanges
The fastest way to receive your desired item is to return your current item and place a new order once the return is accepted. Exceptions such as the Custom Paint by Numbers Kit, shipping protection, and gift cards cannot be returned or exchanged.
European Union 14-Day Cooling-Off Period
At Mystery Color, we aim to provide a hassle-free shopping experience! Under EU regulations, if your order is being shipped to the European Union, you have the right to cancel or return your purchase within 14 days without providing a reason. This 14-day cooling-off period begins on the day you receive your order.
However, we go beyond this by offering a 30-day return policy, giving you even more flexibility and peace of mind when shopping with us.
To be eligible for a return, the item must be in the same condition as when you received it: unworn or unused, with tags, and in its original packaging. You must also provide the receipt or proof of purchase. Returning an item is simple and ensures a worry-free shopping experience.
What Happens if Delivery Fails?
Sometimes, the courier may not be able to deliver your package due to an incorrect address, delivery issues, or failure to pick it up from a designated collection point.
No worries: the package will always be resent to you.
During this process, cancellation is not possible, as you have not yet received the package.
Once your order has been successfully delivered, you can still take advantage of our 30-day return policy, ensuring a smooth and stress-free shopping experience.
Refunds
We will notify you once we have received and inspected your return. If the return is approved, your refund will be processed automatically to your original payment method within 10 business days.
Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@mysterycolor.com.