Refund policy

Since every Boxtaku box is a surprise by design, we can't accept returns or exchanges based on the contents you receive — that's the fun (and the risk) of a mystery box! That said, we stand behind the quality of every item we send, and we've got you covered if something goes wrong.

Damaged, Defective, or Incorrect Items
Please inspect your box as soon as it arrives. If an item is damaged, defective, or not what you ordered, contact us within 7 days of delivery at novandio@protonmail.com with photos of the issue, and we'll make it right with a replacement or refund.

Non-Returnable Items
Because of the mystery format, all sales are final on box contents. We also don't accept returns on sale items, gift cards, or any personal care/hygiene items included in a box.

European Union 14-Day Cooling-Off Period
If your order is shipped within the EU, you have the right to cancel your order within 14 days of receiving it, for any reason, without justification — in line with EU consumer protection law. To qualify, the item must be unopened and in its original packaging, and you'll need proof of purchase. Contact us at novandio@protonmail.com to start this process.

Refunds
Once we've reviewed your damage/defect claim, we'll notify you of the outcome. If approved, refunds are issued to your original payment method within 10 business days. Bank and card processing times may add a few extra days on top of that.

If more than 15 business days have passed since your refund was approved and you haven't received it, reach out to us at Novandio@protonmail.com