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Refund Policy

MystiBox Refund & Returns Policy

Effective Date: 5 July 2026

This Refund & Returns Policy applies to all purchases made from MystiBox through www.mystibox.com.au and all authorised MystiBox vending machines.

This policy operates alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL.

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1. Australian Consumer Law

Under the Australian Consumer Law, our products come with guarantees that cannot be excluded.

You may be entitled to a repair, replacement or refund if a product:

  • has a major fault;

  • is unsafe;

  • is significantly different from its description;

  • is not of acceptable quality; or

  • does not perform as reasonably expected.

If a product has a minor fault, MystiBox may choose to repair or replace the product within a reasonable time.

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2. The Nature of Mystery Boxes

MystiBox sells sealed mystery boxes containing randomly selected products.

Mystery boxes may include genuine products such as:

  • Toys

  • Gadgets

  • Collectables

  • Accessories

  • Lifestyle products

  • Electronics

  • Novelty items

  • Promotional merchandise

  • Major Prizes (where applicable)

The contents of each mystery box are intentionally random and are unknown to the purchaser until opened.

Receiving different items from other customers is a normal feature of the MystiBox experience.

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3. Change of Mind

MystiBox does not offer refunds, exchanges or store credit where you:

  • change your mind;

  • no longer want the mystery box;

  • receive a different item than you were hoping for;

  • do not receive a Rank 1, Rank 2 or Rank 3 Major Prize;

  • receive a lower-value item than another customer;

  • are disappointed with the random contents of your mystery box; or

  • purchase multiple mystery boxes without receiving a Major Prize.

This does not affect your rights under the Australian Consumer Law.

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4. Major Prizes

Major Prizes are randomly inserted into selected mystery boxes in accordance with the published prize distribution for the applicable production run.

The majority of mystery boxes contain standard mystery items.

Purchasing a mystery box does not guarantee receipt of a Major Prize.

The random allocation of products or prizes is not considered a fault, defect or failure under the Australian Consumer Law where the mystery box has been accurately described.

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5. Incorrect or Faulty Products

If a mystery box contains:

  • a damaged product;

  • a faulty product;

  • a product that is unsafe;

  • a product that is significantly different from its description; or

  • an item that does not meet the consumer guarantees under the Australian Consumer Law,

please contact MystiBox as soon as reasonably practicable after receiving the product.

Depending on the circumstances, we may provide:

  • a replacement product;

  • a repair (where appropriate);

  • a refund; or

  • another remedy available under the Australian Consumer Law.

MystiBox may request photographs or additional information before assessing the claim.

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6. Online Orders

If your online order:

  • is damaged during shipping;

  • arrives incomplete;

  • contains incorrect items; or

  • is lost in transit,

please contact us within 14 days of the expected delivery date.

We will investigate the issue and, where appropriate, arrange a replacement or refund.

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7. Vending Machine Purchases

If one of our vending machines:

  • accepts payment but does not dispense a mystery box;

  • dispenses an incorrect product due to a machine malfunction;

  • charges you more than once for the same purchase; or

  • experiences another operational fault,

please contact us as soon as possible.

To assist us, please provide:

  • the vending machine location;

  • the date and approximate time of purchase;

  • proof of payment (where available); and

  • a description of the issue.

If our investigation confirms a machine error, we will provide an appropriate remedy, which may include a replacement mystery box or a refund.

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8. Refund Process

To request a refund, replacement or other remedy, please email:

info@mystibox.com.au

Please include, where available:

  • your full name;

  • proof of purchase;

  • your order number (for online purchases);

  • the vending machine location (if applicable);

  • photographs of the product (if relevant); and

  • a description of the issue.

MystiBox aims to respond to refund and replacement requests within 5 business days.

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9. Approved Refunds

Where a refund is approved, it will generally be processed using the original payment method.

Processing times may vary depending on your payment provider or financial institution.

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10. Fraudulent Claims

MystiBox reserves the right to refuse a refund or replacement request where we reasonably believe:

  • false or misleading information has been provided;

  • the claim is fraudulent;

  • products have been intentionally damaged;

  • the policy is being abused; or

  • the claim is otherwise inconsistent with the Australian Consumer Law.

Where a claim is declined, MystiBox will provide an explanation unless prevented by law or where doing so would prejudice a fraud investigation.

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11. Contact Us

If you have any questions regarding this Refund & Returns Policy or wish to make a claim, please contact:

MystiBox

Website: www.mystibox.com.au

Email: info@mystibox.com.au

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