Mystery Box Terms & Returns
The Nature of a Mystery Box
Our Mystery Boxes are designed to be a surprise. The specific bears, designs, colours and styles included within a Mystery Box are not disclosed before purchase. There will be one bear within each Mystery Box.
By purchasing a Mystery Box, you acknowledge that you will not know exactly which bear you will receive before opening the box. This means that the contents may not be to your personal taste or preference, and you may receive a bear that you already own.
Purchasing more than one Mystery Box does not guarantee that each box will contain different bears. Two or more Mystery Boxes may contain some or all of the same bear.
Receiving a duplicate bear, a bear that you already own, or a bear that you would not personally have chosen does not, by itself, mean that the Mystery Box is faulty, incorrectly supplied or not as described.
Mystery Box Value Guarantee
Every Mystery Box is guaranteed to contain a bear with a normal Recommended Retail Price (RRP) of at least twice the price paid for the Mystery Box.
For example, if a Mystery Box is purchased for £50, the normal RRP of the bear included within that box will be at least £100.
For the purposes of this guarantee, RRP means the normal Recommended Retail Price of each individual bear, rather than the discounted Mystery Box purchase price.
The RRP guarantee relates to the normal retail value of the products included and does not represent or guarantee their resale value.
Changing Your Mind
We understand that the surprise inside a Mystery Box may not always be what you were hoping for.
If you purchase your Mystery Box online from our UK store, you may exercise your statutory right to cancel your purchase in accordance with applicable UK consumer law.
You must tell us that you wish to cancel within 14 days of receiving your order. Once you have notified us, you then have a further 14 days to return the Mystery Box to us.
You do not need to provide a reason for cancelling.
Opening the outer Mystery Box in order to discover and reasonably inspect its contents does not, by itself, prevent you from exercising your cancellation rights. UK distance-selling rules allow consumers to handle goods to the extent they reasonably could when examining them in a shop.
However, if the products are handled beyond what is reasonably necessary to inspect them and their value is reduced as a result, we may make an appropriate deduction from your refund where permitted by law.
Returning the Mystery Box
Where you choose to return a Mystery Box because:
- you do not like the bear you received;
- you already own one or more of the bear;
- you have received a duplicate bear; or
- you have otherwise changed your mind,
you are responsible for the cost of returning the Mystery Box to us.
This possibility forms part of the nature of purchasing a Mystery Box and should be considered before placing an order.
To receive a full refund for a Mystery Box, the complete Mystery Box and all product originally supplied within it must be returned together.
All bears should be returned in their original condition, together with their original packaging, tags, accessories and other components, where applicable.
We recommend that returns are sent using a tracked or signed-for postal service and that you retain your proof of postage until your refund has been completed. We are not responsible should your return goes missing before it reaches us.
Duplicate Bears and Multiple Mystery Boxes
Please be aware that Mystery Boxes are not guaranteed to be unique.
If you order two or more Mystery Boxes, it is possible that you could receive the same bear, should you order from the same price tier.
We cannot guarantee that duplicate products will be avoided, either within the same order or between separate orders.
Duplicate bears are therefore not considered a product fault or fulfilment error where the correct Mystery Box product has otherwise been supplied.
If you decide that you do not wish to keep a Mystery Box because you have received duplicate bears, you may return it in accordance with this policy. The return postage cost will be your responsibility.
Mystery Box Exchanges
Mystery Boxes cannot be exchanged.
We cannot exchange a Mystery Box for another Mystery Box, and individual bears contained within a Mystery Box cannot be exchanged for alternative bears, designs, colours, styles or variations.
If you do not wish to keep your Mystery Box, you may return the qualifying Mystery Box in accordance with this policy and place a separate new order if you wish.
Please remember that ordering another Mystery Box does not guarantee that you will receive different contents.
Damaged, Faulty or Incorrect Items
The above provisions relating to change-of-mind and duplicate-product returns do not affect your statutory rights.
If a bear or another item contained within your Mystery Box arrives damaged, is faulty, please contact our Customer Service team as soon as possible.
We may ask you to provide your order number together with photographs of the affected product, its packaging and the shipping carton so that we can investigate the issue.
Where goods are faulty, damaged, not as described or incorrectly supplied, we will provide the appropriate remedy in accordance with your rights under UK consumer law. The fact that a customer does not personally like an item or has received a duplicate is not, on its own, a fault. UK consumer protections relating to faulty or misdescribed goods cannot be excluded by a retailer's terms.
Where a return is required because of a confirmed fault, damage or fulfilment error, we will arrange or cover the reasonable cost of the return where required.
Refunds
Once we receive your returned Mystery Box, we will inspect the returned products and process your refund in accordance with applicable UK consumer law.
For statutory cancellations, refunds will be made without undue delay and no later than 14 days after we receive the returned goods or receive evidence that you have sent them back, where applicable.
Refunds will be made using the same payment method that was used for the original purchase.
Where returned goods have been handled beyond what is reasonably necessary to establish their nature, characteristics or condition, we may reduce the refund to reflect any resulting reduction in value, where permitted by law.
UK Returns Address
Mystery Boxes must be returned to the returns address associated with the regional store from which the original order was purchased.
Mystery Boxes purchased from our UK store must therefore be returned to our designated UK returns address.
UK Returns Address:
The Bearhouse, Charlie Bears Ltd
Unit 2 Milford Park, Pipers Close, Launceston, PL15 7PJ
Please do not return an order purchased through the UK store to one of our other international HQ's.
Your Statutory Rights
Nothing within this Mystery Box Returns & Refunds Policy is intended to exclude, restrict or otherwise affect your statutory rights under UK consumer law.