Politique de remboursement
Refund Policy
Last Updated: September 2026
At BoxieJoy, the surprise is part of the experience. Because our Mystery Boxes contain randomly selected items and may vary from box to box, our return policy is different from that of a traditional retail store.
Please review this policy before placing your order.
Mystery Box Purchases
All Mystery Box contents are selected at random based on the box, collection, or drop purchased.
Product images shown on our website are for illustrative purposes and represent examples of items that may appear in a Mystery Box. Unless specifically stated on the product page, individual products, brands, colors, styles, or combinations are not guaranteed.
Receiving an item you would not personally have chosen, receiving a different assortment from another customer, or not receiving an item shown in promotional imagery does not by itself qualify the order for a refund or replacement.
Change of Mind
Because the mystery and random selection of products are fundamental parts of the BoxieJoy experience, we generally do not accept returns of opened Mystery Boxes solely because you:
- changed your mind;
- do not like the items received;
- expected different products, colors, styles, or brands; or
- preferred the contents of another customer’s Mystery Box.
Any rights available to you under applicable consumer-protection laws remain unaffected.
Unopened Mystery Boxes
If your Mystery Box is completely unopened and remains in its original sealed condition, contact us as soon as possible after delivery.
Where returns are permitted, authorization must be obtained from BoxieJoy before sending the order back.
Returned products must be in the same condition in which they were received, including all original seals, packaging, accessories, and included items.
Unless the return results from an error by BoxieJoy or applicable law requires otherwise, original shipping charges and return shipping costs may not be refundable.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, contains a materially defective product, is missing an item that should have been included, or you receive the wrong Mystery Box, please contact us promptly after delivery.
Please provide:
- your order number;
- a description of the issue;
- clear photographs of the shipping package and affected product(s); and
- any other information reasonably required to review the issue.
Depending on the circumstances, we may offer an appropriate remedy such as a replacement, replacement item, store credit, partial refund, or refund, subject to applicable law.
Please do not discard damaged products or original packaging until your request has been reviewed.
Shipping Damage
If the outer shipping package arrives visibly damaged, photograph the package before opening it whenever possible.
Please also photograph any damaged contents. This helps us determine whether the issue occurred during fulfillment or transit and, where appropriate, submit a claim with the shipping carrier.
Missing or Lost Packages
If tracking indicates that your package is still in transit beyond the expected delivery period, please contact us so we can review the shipment.
If tracking shows the package as delivered but you cannot locate it, first check around the delivery location and with household members, neighbors, building staff, or the carrier where appropriate.
We will assist with eligible shipping investigations, but refunds or replacements for packages marked as delivered are determined based on the circumstances of the shipment and applicable law.
Order Cancellations
Orders begin processing shortly after they are placed.
If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation once an order has entered fulfillment, been packed, or shipped.
Once shipped, the applicable return rules in this policy will apply.
Refunds
If a refund is approved, it will generally be issued to the original payment method.
Processing times may vary depending on your bank, card issuer, or payment provider.
Shipping charges are generally non-refundable unless the refund results from an error by BoxieJoy or otherwise required by applicable law.
Final Sale Items
Certain products or promotional offers may be identified as Final Sale on the applicable product page.
Where legally permitted, Final Sale products cannot be returned solely due to change of mind. This designation does not limit rights that cannot legally be excluded, including applicable rights relating to damaged, defective, incorrect, or misdescribed goods.
Promotions and Discount Codes
If an order purchased using a discount, promotional offer, bundle offer, or other incentive is eligible for a refund, the refund will be based on the amount actually paid for the eligible item or order.
Promotional discounts have no separate cash value.
Abuse of the Return Policy
BoxieJoy reserves the right, where permitted by law, to reject fraudulent or abusive claims, including claims involving manipulated evidence, returned boxes with missing contents, or repeated misuse of our refund process.
This does not affect legitimate rights available under applicable consumer-protection laws.
International Customers
Consumer rights vary by country and region.
Nothing in this Refund Policy is intended to exclude, restrict, or override any mandatory consumer rights that apply to your purchase. Where applicable law provides rights that conflict with this policy, those legal rights will apply.
Contact Us
If you have a problem with your order or would like to request a return, please contact our customer support team.
Email: support@boxiejoy.com
Please include your order number and a brief description of your request so we can assist you efficiently.