Mystique Jerseys – Refunds & Returns Policy
At Mystique Jerseys, we want every customer to enjoy a fair and transparent shopping experience. This policy explains your rights and our responsibilities for both online purchases and in-store purchases.
This policy does not affect your statutory rights under UK consumer law.
📦 ONLINE ORDERS
1️⃣ Returns
If you purchase from us online, you have the legal right to cancel your order within 14 days of receiving your item, for any reason.
To cancel:
- You must notify us within 14 days of delivery
- Items must be returned within 14 days of cancellation
2️⃣ Refunds for Cancelled Online Orders
If you cancel within the legal timeframe and return the item in acceptable condition, we will refund:
- ✅ The price paid for the item(s)
- ✅ The original outbound delivery charge up to the value of our standard delivery option
We do not refund:
- Return postage costs (unless the item is faulty or incorrect)
- Premium or express delivery upgrades
- Gift wrap charges
Refunds are issued to the original payment method within 5–10 working days of receiving and inspecting the return.
3️⃣ Condition of Returned Items & Deductions
Returned items must be:
- Unworn and unused
- With original tags still attached
- Free from odours, washing, or damage
You may inspect items as you would in a physical shop. However, if an item shows excessive handling beyond what is necessary to inspect it, we reserve the right to reduce the refund amount to reflect any loss in value, as permitted by law.
4️⃣ Return Shipping Costs
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Change-of-mind returns: The customer is responsible for return postage costs.
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Faulty, incorrect, or not-as-described items: We will cover all reasonable return postage costs.
We strongly recommend using a tracked service. Items returned untracked are sent at the customer’s own risk.
5️⃣ Faulty or Incorrect Items
If your item is faulty, damaged, not as described, or we sent the wrong item or size:
- Please contact us with your order number and clear photos
- We will arrange a replacement or refund
- All return and delivery costs will be covered by us, in line with the Consumer Rights Act 2015
6️⃣ Exchanges & Store Credit (Optional)
We are happy to offer exchanges or store credit where customers prefer this option, however this does not replace your legal right to a refund.
- Exchanges are subject to stock availability
- Replacement items will be another random mystery shirt
- Store credit never expires and can be used at any time
🏬 IN-STORE PURCHASES
For purchases made in-store, customers do not have an automatic right to a refund for change of mind.
- Mystery boxes purchased in-store are non-refundable once opened
- Exchanges or store credit may be offered at our discretion
- Faulty or incorrect items will be resolved in accordance with the Consumer Rights Act 2015
🚫 Non-Returnable Items
The following items cannot be returned or refunded (unless faulty):
- Gift cards
- Custom or personalised items
- Sale items
📦 Lost or Delayed Orders
If your order is delayed or lost:
- Please check the tracking information first
- Contact us and we will investigate with the courier
We are not responsible for delays caused by customs, weather, or postal services outside our control.
📧 How to Contact Us
To request a return or cancellation, please contact us at:
info@mystiquejerseys.com
Please include your order number and details of your request.
