Returns & claims policy

Product nature📦

KiloMystery sells mystery boxes made up of lost postal parcels, unclaimed returns and logistics stock. Contents are unknown in advance, cannot be selected by the customer and are not individually tested before sale. By purchasing a mystery box, the customer accepts the random nature of the contents and the possibility that items may have imperfect packaging, signs of use, missing components or may not be working.

Cases where we do not accept returns or refunds

Due to the nature of the product sold, we do not accept returns, refunds or disputes based on subjective expectations or on individual items inside the box. In particular, we do not accept claims based on:

• one or more items inside the mystery box not working;
• used items, incomplete items, damaged retail boxes or imperfect packaging;
• contents considered lower in value than personal expectations;
• absence of a specific desired product category;
• cosmetic defects, missing accessories or unknown condition of individual items after opening;
• evaluations based on the perceived value of a single item rather than the overall mystery box experience.

Cases where a claim can be opened🛡️

Legal protections remain in place for issues actually caused by shipping or material order errors. We may therefore review claims in the following cases:

• parcel not delivered or anomalous delivery shown by tracking;
• box visibly tampered with or opened before delivery;
• outer packaging severely damaged on arrival;
• clear shipping error (for example, completely different purchased weight or type than received);
• documentable anomaly related to shipping or the received batch.

How to open a claim

To allow us to review the case properly, please:

• contact us within 48 hours of delivery in case of damage, tampering or clear anomalies;
• provide your order number and a clear description of the issue;
• attach clear photos of the outer packaging, shipping label, box and the reported anomaly;
• wait for our customer service instructions before sending any return.

Requests that are incomplete, lack photo documentation, or are based solely on the functioning/value of individual products inside the mystery box may not be accepted. Any return address is provided by email only after the case has been opened and reviewed. Contact.

Refunds

Any refund, replacement or store credit is assessed only after case review by our team. No automatic refund is provided for single non-working items, unwanted contents or differences from personal expectations. If a claim is accepted, the solution is determined case by case.