Refunds & cancellation

Mystery Wheels sells mystery boxes: each box contains one Hot Wheels car chosen at random when your payment is confirmed. Because every box is a random draw, all sales are final. This page lists the only cases in which we refund.

Before you pay

Joining the queue and receiving an offer cost nothing. An offer is held for you for 5 minutes; if you don't pay in time, it simply ends, and you can join the queue again at the back.

No cancellations or returns

• Once you have paid for a box, you can't cancel the order.
• We don't accept returns or exchanges, or refund, because of the model you received, a duplicate, or personal preference.

When we refund

• Payment received after your offer ended and every box was already taken: we refund the full amount automatically; you don't need to ask.
• We cancel your order before it leaves us (for example a stock or pricing error, or no courier can deliver to your PIN code): we refund everything you paid, box and shipping.
• Lost or never delivered: if the courier loses your parcel or it is never delivered, we refund everything you paid, box and shipping.
• Returned to us because of you (an incorrect or incomplete address or phone number, you couldn't be reached, or you refused the parcel): we refund the box price only. The shipping fee is not refunded because the courier trip was used.
• Damaged in transit: see below. If we accept your claim, we refund the box price and the shipping fee, and you may keep the car.

We don't offer replacements or store credit; every refund is in money.

Reporting damage

• Email csashish1998@gmail.com within 48 hours of the delivery time recorded by the courier, with your order number.
• Include a continuous, unedited unboxing video: it must start with the sealed outer parcel and its shipping label clearly visible, then show the parcel being opened and the damaged car, in one uninterrupted take.
• Claims sent late, or without such a video, can't be accepted. Damage means physical damage in transit, such as a cracked blister or a crushed card.

How refunds are paid

Refunds go back to your original payment method through our payment partner, Razorpay. We start an approved refund straight away; banks usually take 5–7 working days to show it. Razorpay emails you a refund confirmation, and your order page shows the refund. After a refund the car leaves your Garage. Each person can buy one box per drop, so a refunded order can't be replaced with another box from the same drop.

Your rights

This policy doesn't take away your rights under the Consumer Protection Act, 2019. For any complaint, see Contact us (including our grievance officer).

Questions

Email csashish1998@gmail.com or call +91 73490 79716 (Mon–Sat, 10:00–18:00 IST).