Refund Policy
All MysteryLocks products are digital products delivered electronically and are available for access or download shortly after purchase.
Digital Products & Right of Withdrawal
Under European Union consumer law, digital content supplied without a physical medium may be exempt from the standard 14-day right of withdrawal once delivery or access to the digital content has begun, provided that the customer has expressly agreed to immediate delivery and acknowledged the loss of their right of withdrawal.
For this reason, once a digital product has been accessed, downloaded, or otherwise made available following the customer's consent to immediate delivery, purchases are generally considered final and are not eligible for cancellation or refund due to a change of mind.
This does not affect any mandatory consumer rights that may apply where digital content is faulty, not supplied as described, or otherwise not in conformity with the purchase agreement.
Problems With Your Purchase
We want every MysteryLocks game to provide the experience described on the product page.
If you experience a technical issue, believe that files are missing or defective, or encounter another significant problem with your purchase, please contact us at contact@mysterylocks.com.
Please include:
- Your order number.
- A clear description of the issue.
- Any additional information or screenshots that may help us understand the problem.
We will review each request individually. Depending on the circumstances, we may provide replacement files, troubleshooting assistance, an exchange for another game, or a refund where appropriate or required by applicable consumer law.
Refunds Are Generally Not Offered For
Unless otherwise required by applicable law, refunds or exchanges are generally not provided for:
- Accidental purchases or errors when placing an order.
- Purchases made with the expectation of receiving a physical product. MysteryLocks printable games are clearly identified as digital products.
- Buyer's remorse or a simple change of mind after the digital content has been delivered or accessed.
- Personalisation upgrades that have already been completed or delivered.
- Misunderstanding the nature, format, difficulty, or intended use of the digital product where this information was reasonably provided before purchase.
- Dissatisfaction with the setup time, setup complexity, cutting, printing, or assembly required. Preparation requirements are described and illustrated on our product pages.
- Requests to apply coupon codes, promotional prices, or discounts after an order has already been completed.
- Promotional codes or offers that have expired or reached their stated usage limit before being redeemed.
- Purchasing multiple copies of the same digital product by mistake after the files have been delivered or accessed.
Abuse or Fraudulent Requests
We reserve the right to decline requests where there is reasonable evidence of:
- Fraudulent activity.
- Misrepresentation of the circumstances of a purchase.
- Repeated or systematic abuse of our refund or exchange process.
- Attempts to obtain refunds while continuing to use, reproduce, distribute, or otherwise retain the benefit of the digital content.
Nothing in this section limits any mandatory rights available to consumers under applicable law.
Approved Refunds
Where a refund is approved, it will normally be returned to the original payment method used for the purchase.
Processing times may vary depending on your bank or payment provider. Please allow up to 10 business days for the refunded amount to appear on your account after it has been processed.
If you have not received an approved refund after this period, please contact us at contact@mysterylocks.com.
