Complaints Procedure

1. Warranty conditions

MysteryLoots is responsible for supplying goods that conform to the product description and the purchase contract. Consumers retain all mandatory rights relating to defective goods under applicable law, including the minimum two-year legal guarantee where EU consumer rules apply. Any lawful arrangements specific to second-hand goods must be disclosed before purchase.

The surprise nature of a box means that a particular brand or model is not promised unless expressly stated. It does not exclude claims concerning defective goods, missing items, incorrect quantities, or failure to meet an advertised guarantee, including our guarantee that the combined value of the contents exceeds the price of the box.

2. Filing a complaint

Email info@mysteryloots.com with your order number, a description of the problem and, where available, photographs. We will acknowledge the complaint and explain the next steps. Photographs assist assessment but do not replace your statutory rights.

We aim to resolve complaints within 30 days of submission and will comply with any shorter mandatory deadline. Please contact us before returning goods so that we can provide return instructions. Necessary costs for a valid defect claim will be handled in accordance with applicable law.

3. Remedies

Depending on the circumstances and applicable consumer rights, remedies include repair or replacement, supplying missing items, a proportionate price reduction, or termination of the contract and a refund. Statutory conditions and the consumer’s available choice of remedies remain unaffected.