Refund policy
To keep our prices low and to reduce the environmental impact of shipping, we do not accept physical returns or exchanges. You do not need to ship any items back to us.
However, we want you to have a good experience, so we offer direct refunds (either partial or full) depending on the situation. Please review our guidelines below to see how we handle different cases.
1. Situations Eligible for a Full Refund (or Free Replacement)
You are eligible for a 100% full refund or a free replacement (without returning the item) in the following cases:
- Damaged or Defective Items: The product arrived broken, damaged, or is not functioning as intended.
- Incorrect Item Received: We sent you the wrong product, size, or color.
- Lost in Transit: The carrier confirms that the package was lost during transit and was never delivered.
How to claim a full refund:
Please email us at mysticarcanavault@gmail.com within 14 days of delivery with your order number and a clear photo or video showing the damage or the incorrect item. Once verified, we will issue a full refund to your original payment method.
2. Situations Eligible for a Partial Refund
For issues that do not fall under damaged or incorrect items, we may offer a partial refund to resolve the issue fairly:
- Minor Quality Issues: If the item works but does not fully meet your expectations based on our product description, we may offer a partial refund (e.g., 30% to 50%) as a gesture of goodwill so you can keep the item.
- Slight Transit Delays: If your order arrives significantly later than our estimated delivery window, we may offer a partial shipping refund.
3. Situations Not Eligible for a Refund
We cannot offer refunds in the following circumstances:
- Incorrect Shipping Address: If the package is undeliverable or lost because you entered an incorrect address at checkout.
- Delivered but Missing: If the tracking information shows "Delivered," but you cannot locate the package. (In this case, please contact your local postal service to file a claim).
- Change of Mind: We cannot offer refunds if you simply changed your mind after the order has already been processed and shipped.
Contact Us
If you have any issues with your order, please reach out to our team. We review every case individually to find a fair solution.
- Email: mysticarcanavault@gmail.com
- Response Time: We generally respond to all inquiries within 24 business hours.