Refunds & cancellation

Mystery Wheels sells mystery boxes: each box contains one Hot Wheels car chosen at random when your payment is confirmed. This page explains when you can cancel and how refunds work.

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 go back in the queue.

Payment received after your offer ended

If your payment reaches us after your 5-minute offer (and the extra payment window) has ended, we still honour it if a box is available. If every box has been taken, we refund the full amount automatically to your original payment method; you don't need to ask.

Cancelling a paid order

• You can ask us to cancel and refund your order any time before it is handed to the courier. Contact us with your order number (see Contact us).
• An approved refund returns the full box price, plus the shipping fee if you had paid it, to your original payment method.
• After a refund the car is no longer yours: it leaves your Garage and returns to our stock. Each person can buy one box per drop, so a refunded order cannot be replaced with another box from the same drop.
• Once an order has been handed to the courier, it can no longer be cancelled.

No returns for the car you received

Because every box is a surprise, we can't accept returns or exchanges because you would have preferred a different car.

Damaged or wrong item

If your parcel arrives damaged, or the car inside is not the one shown in your Garage, contact us within [48] hours of delivery with your order number and photos (an unboxing video helps). We'll review it and offer a replacement or a refund. [DECIDE: replacement, refund, or either at your choice.]

How long refunds take

We start approved refunds immediately through our payment partner, Razorpay. Banks usually take 5–7 working days to show the money in your account. You'll get an email when the refund is issued (if your account has an email address).

Questions

Email [support email] or call [support phone, +91…] ([e.g. Mon–Sat, 10:00–18:00 IST]).