Overview
Our refund or replacement policy last 14 days after purchase date. If 14 days have passed since your purchase, we can not offer you a refund or replacement. We will not refund you in the case of a change of mind, we only replace or refund purchased items if they are defective or damaged.
To be eligible for a refund or replacement, your purchased item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being refunded or replaced. Example: Perishable goods such as food and flowers. If your item includes custom elements, these items are also non-refundable or replaceable unless faulty. We also do not accept products that are intimate or sanitary for health reasons e.g. Pillowcases, socks and underwear cannot be replaced or refunded unless faulty.
Additional items:
- Gift cards.
- Downloadable software products.
Please do not send your purchase back until you have Contacted Us to start the Refund or Replacement process, we will require a receipt or proof of purchase, and photo evidence of the faulty or damaged product.
In the event of canceling or requiring a refund for a hired purchase please refer to Hireage Information for more info regarding our Cancellation & Refund policy for hired items.
Personalised items
Personalised products are non-refundable, nor returnable, so please shop carefully.
The design for every personalised item is sent to the customer for approval prior to production. Once the customer has approved the design and the item has been made, the item can no longer be refunded or exchanged unless it is faulty.
Faulty items
We thoroughly check all items before they are sent to you, however on the very rare occasion that an item is faulty, please Contact Us. We are happy to provide a replacement (if available in stock) or a refund.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please Contact Us
Sale items
Sale items cannot be refunded, Only regular priced items may be refunded.
Replacement
We only replace items if they are defective or damaged. If you need to replace it with the same item, a replacement (if available in stock) will take 5 to 7 working days to dispatch. Then depending on postage this time may vary before it reaches you.
Shipping Returns for Refund
To return your product for a refund or exchange:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipment will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
Cancellation & Refund policy
Please refer to Hireage Information for all information regarding Mystery Lane’s Cancellation and refund policy for hired goods.
Need help?
Contact Us for questions related to refunds or replacement.
