MK
MysteryKart

// DAMAGED-ITEM RETURN POLICY

Damaged-Item Return Policy

Effective date: 17 February 2026

MysteryKart is operated by Insec Solution LLP, headquartered in Kolkata, West Bengal, India. Insec Solution LLP is an established Indian cyber-security company. Your data is handled with bank-grade safeguards.

MysteryKart does not accept returns of mystery boxes on the basis of dissatisfaction, change of mind, or unmet expectations — the surprise nature of the product makes such returns commercially impossible. However, we do accept returns of items that arrive damaged or are demonstrably defective on arrival, subject to the conditions below.

1. What qualifies for a damaged-item return

  • Physical damage clearly caused in transit — e.g. cracked screen, dented body, broken charging port, snapped strap — visible on the very first inspection of the item after unboxing.
  • Manufacturing defects that render the item unusable — e.g. a battery that will not charge, a device that does not power on, a sealed cosmetic product leaking from the cap.
  • Items that are demonstrably different from the category they belong to (e.g. an Electronics-category box containing a piece of jewellery clearly mis-routed in packing).
  • Returns are not accepted for: change of mind, dislike of an item, perceived low value, normal wear and tear after use, items damaged by misuse or accident after delivery, or any consumable (skincare, beauty, food) that has been opened or used.

2. The 5-day return window

  • All damaged-item return requests must be raised within five (5) calendar days of the date of delivery as recorded by the courier partner.
  • Requests received after the 5-day window cannot be entertained, regardless of the nature of the damage.
  • If an item is delivered while you are travelling or unavailable, the 5-day clock still starts at the date of delivery to your address. We strongly recommend appointing someone to receive and inspect the parcel on your behalf.

3. Mandatory evidence

  • An unedited, continuous unboxing video that begins before the outer seal of the parcel is broken and ends after the damaged item has been clearly shown. We cannot waive this requirement.
  • Clear photographs of the damaged item from multiple angles, the inner packaging, and the outer carton (especially any visible damage to the carton).
  • The original order id and a brief written description of the damage.
  • All evidence must be sent in a single email to mysterykartsupport@gmail.com within the 5-day window.

4. How to raise a return request

  • Email mysterykartsupport@gmail.com with subject line: "Damaged item — order <ORDER_ID>".
  • Include all the evidence listed in section 3.
  • Our team will review the claim and respond within 3 working days with an approval / rejection decision and, if approved, a Return Authorisation (RA) number and return shipping instructions.
  • Do not ship anything back to us before receiving a valid RA number. Parcels received without an RA number on the outer carton will be refused at our facility and no refund will be issued.

5. Return shipping at customer’s cost

  • Once a return is approved and an RA number is issued, the customer is responsible for arranging and bearing the cost of return shipping to our Kolkata facility.
  • We strongly recommend using a reliable, trackable courier service (e.g. Bluedart, DTDC, Delhivery, India Post Speed Post) with insurance proportionate to the value of the item.
  • Pack the item securely. Damage caused during the return journey is the customer’s responsibility.
  • Risk of loss during the return journey rests with the customer until the parcel is received and signed for at our facility.
  • Return shipping addresses, opening hours and acceptance windows will be provided along with your RA number.

6. Inspection and resolution

  • We inspect every approved return within 3 working days of receipt at our facility.
  • Outcomes can include: (i) replacement with the same item, (ii) replacement with a different item of equal or greater retail value (subject to stock), (iii) store credit equal to the item’s realised retail value, or (iv) in exceptional cases, a refund of the item’s proportionate share of the box price to the original payment method.
  • Decisions of MysteryKart on the resolution path are final.
  • We do not refund the original shipping charges paid at checkout, nor do we reimburse the return shipping cost incurred by the customer.

7. What is not covered

  • Cosmetic or skincare items that have been opened, sampled or used.
  • Items damaged after delivery due to drop, water exposure, misuse, accident or third-party tampering.
  • Items with minor cosmetic imperfections that do not affect functionality (small scuffs on a charger, minor packaging wear, etc.).
  • Returns sent without an RA number, without supporting unboxing-video evidence, or after the 5-day window.

8. Fraud protection

  • Repeated or apparently fraudulent return claims, claims submitted without genuine evidence, or claims found to involve substitution of items, may result in account suspension, refusal of future orders, and reporting to the relevant payment gateway and law-enforcement agencies.

9. Contact

  • For any return-related question, write to mysterykartsupport@gmail.com with your order id.
  • Operator: Insec Solution LLP, Kolkata, West Bengal, India.
Damaged-Item Return Policy \u00b7 Last updated 17 February 2026 \u00b7 Insec Solution LLP