REFUND POLICY

Last Updated: June 21, 2026

Thank you for shopping with MYSTEREZ.

This Refund Policy explains the rules and procedures for returns, exchanges, damaged or incorrect products, cancellations, and refunds for products purchased directly from MYSTEREZ.

MYSTEREZ is operated by MYSTEREZ INC, doing business as MYSTEREZ (“MYSTEREZ,” “we,” “us,” or “our”).

1. Return Period

We have a 14-day return policy.

You must contact us to request a return within 14 days after receiving your order.

The delivery date shown by the applicable shipping carrier will generally be used to determine when the 14-day return period begins.

Submitting a return request does not automatically mean that the return has been approved. All returns must satisfy the eligibility requirements described in this Refund Policy.

2. Return Eligibility

To qualify for a return, the product must:

Be in the same condition in which you received it;
Be unworn, unwashed, unused, and unaltered;
Be free from stains, odors, pet hair, makeup, deodorant, damage, or other signs of wear;
Have all original tags attached;
Be returned with its original packaging, where applicable; and
Be accompanied by a receipt, order confirmation, or other proof of purchase.

Products that do not meet these requirements may be rejected or returned to the customer without a refund.

MYSTEREZ reserves the right to inspect returned products before approving a refund.

3. Starting a Return

To request a return, contact us at:

Email: team@mysterez.com

Please include:

Your full name;
Your order number;
The product or products you want to return;
The reason for the return; and
Photographs, if the product is damaged, defective, or incorrect.

If the return is approved, we will provide return instructions and, where applicable, a return authorization or return shipping label.

Products sent back without first requesting and receiving return authorization may not be accepted.

Returns must be sent to the address provided in the return instructions. Do not mail a return to our business address unless we specifically instruct you to do so.

4. Return Shipping

Unless the product is defective, damaged, incorrect, or otherwise covered by applicable law, the customer is responsible for return shipping costs.

Original shipping charges are nonrefundable unless:

We shipped the wrong product;
The product arrived damaged or defective;
The order was canceled before shipment but a shipping charge was still collected; or
A refund of shipping charges is otherwise required by law.

We recommend using a trackable shipping method and retaining your shipping receipt.

MYSTEREZ is not responsible for a return package that is lost, stolen, misdirected, damaged, or not delivered to the designated return location.

If we provide a prepaid return label for a return that is not caused by our error, the cost of the label may be deducted from the refund where permitted by law. Any such deduction will be disclosed before the return is completed.

5. Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

A product is defective;
A product was damaged during delivery;
You received the wrong product;
You received the wrong size or color;
A product is missing from your order; or
Your order has another fulfillment issue.

Send your request to team@mysterez.com and include:

Your order number;
A description of the issue;
Clear photographs of the product;
Photographs of the packaging, if relevant; and
A photograph of the shipping label, if requested.

We may require additional information to evaluate the issue.

If we confirm that a product is defective, damaged, or incorrect, we may provide an appropriate remedy, such as:

A replacement;
An exchange;
Store credit;
A partial refund; or
A full refund.

The appropriate remedy will depend on product availability, the nature of the issue, applicable law, and the customer’s preference where reasonably possible.

Do not discard a damaged, defective, or incorrect product or its packaging until we have completed our review and provided instructions.

6. Nonreturnable Products

The following products are not eligible for return unless they arrive damaged, defective, incorrect, or applicable law requires otherwise:

Products specifically marked “Final Sale”;
Custom, personalized, made-to-order, or specially modified products;
Gift cards;
Products that have been worn, washed, used, altered, or damaged after delivery;
Products with removed or detached tags;
Products returned without proof of purchase;
Products received by us after an unreasonable delay following return authorization;
Products that present a health or hygiene concern after opening or use; and
Products purchased from a third-party retailer or marketplace.

For hygiene reasons, certain intimate, swimwear, undergarment, bodysuit, sock, or similar products may be nonreturnable once protective seals, liners, or packaging have been removed.

Please review the product page before purchasing, as additional return restrictions may be disclosed for a particular product.

Contact team@mysterez.com before purchasing if you have questions about whether a product is returnable.

7. Sale and Final-Sale Products

Products purchased at a promotional or discounted price may generally be returned if they otherwise meet this Refund Policy.

However, products explicitly marked “Final Sale” cannot be returned, exchanged, or refunded unless they arrive damaged, defective, incorrect, or applicable law requires otherwise.

A product is not considered final sale solely because a discount code or general promotion was applied, unless the promotion expressly states that purchases made under it are final sale.

8. Exchanges

Exchanges are subject to product availability and approval.

To request an exchange, contact team@mysterez.com within 14 days after receiving your order.

We cannot guarantee that a requested replacement size, color, style, or product will remain available while the original product is being returned.

Depending on availability and our return procedures, we may:

Exchange the product directly;
Provide store credit;
Issue a refund so you can place a new order; or
Ask you to place a separate order for the replacement product.

Products submitted for exchange must satisfy the same eligibility requirements as returned products.

Unless the exchange is required because we sent a defective, damaged, or incorrect product, the customer may be responsible for return shipping and any shipping charge for the replacement product.

Price differences may apply when exchanging a product for a different product or variant.

9. Refund Review and Approval

We will notify you after we receive and inspect your return.

If the return is approved, the refund will generally be issued to the original payment method.

If the return is rejected, we will notify you of the reason. Rejected products may be returned to you, and you may be responsible for the applicable shipping costs.

We may reduce or deny a refund when:

A product shows signs of wear, washing, use, damage, or alteration;
Tags or required packaging are missing;
The product is not the product originally purchased;
The return was requested outside the return period;
The product is nonreturnable;
The return appears fraudulent or abusive; or
The return otherwise fails to satisfy this Refund Policy.

Nothing in this section limits a right or remedy that cannot legally be waived.

10. Refund Processing Time

After a refund is approved, we will submit it to the original payment method.

Please allow up to 10 business days after approval for MYSTEREZ to process the refund.

Your bank, card issuer, payment provider, or financial institution may require additional time to post the refund to your account. That additional processing time is outside our control.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at team@mysterez.com.

11. Original Payment Method

Approved refunds will generally be issued to the original payment method used for the purchase.

We ordinarily cannot issue a refund to:

A different payment card;
A different bank account;
A different customer;
A third party; or
A payment method unrelated to the original transaction.

If the original payment method is no longer available, contact us. We will determine whether another refund method is permitted by our payment provider and applicable law.

Gift-card purchases may be refunded to the gift card or issued as store credit, subject to applicable law.

12. Partial Refunds

We may issue a partial refund where appropriate, including when:

Only part of an order is returned;
A returned product has minor damage or missing packaging;
A bundle or promotional set is returned incomplete;
A discount was based on purchasing multiple products;
A free gift or promotional product is not returned;
A prepaid return label must be deducted from the refund; or
Another disclosed adjustment applies.

Any deduction will be reasonable and permitted by applicable law.

If returning part of an order causes the remaining products to no longer qualify for a discount or promotion, the refund may be adjusted to reflect the price that would have applied to the products kept.

13. Bundles, Sets, and Promotional Products

Products sold as a bundle or set generally must be returned together to qualify for a full refund.

If only part of a bundle or set is returned, we may:

Reject the partial return;
Issue a partial refund;
Recalculate the price of the products kept; or
Deduct the value of any unreturned product.

A free gift or promotional product provided with a qualifying purchase must generally be returned when the qualifying product is returned.

If the promotional product is not returned, its stated or reasonable retail value may be deducted from the refund where permitted by law.

14. Cancellations and Order Changes

We begin processing orders promptly and cannot guarantee that an order can be canceled or changed after it is submitted.

To request a cancellation or change, contact team@mysterez.com as soon as possible.

A request is not effective until MYSTEREZ confirms it in writing.

If an order has already entered fulfillment or shipped, it may no longer be canceled or changed. You may need to wait until the order is delivered and request a return under this Refund Policy.

Custom, personalized, made-to-order, or specially produced products may not be canceled after production begins.

15. Refused, Unclaimed, and Undeliverable Packages

A package that is refused, unclaimed, returned to sender, or undeliverable because of an incorrect or incomplete address is not automatically eligible for a full refund.

If a package is returned to us, we may deduct from the refund:

Original shipping charges;
Return-to-sender charges;
Carrier fees;
Customs or import charges;
Address-correction charges; and
Other reasonable costs caused by the failed delivery.

If you request reshipment, you may be responsible for the additional shipping cost.

These deductions will apply only where permitted by law.

16. Lost or Stolen Packages

If tracking shows that a package has not been delivered, contact us so we can review the shipment and, where appropriate, assist with a carrier claim.

If tracking shows that a package was delivered but you cannot locate it, you should:

Verify the shipping address on the order;
Check around the delivery location;
Ask household members, neighbors, or building staff;
Allow a reasonable period in case the carrier marked the package delivered early; and
Contact the shipping carrier.

MYSTEREZ is not automatically responsible for theft or loss after confirmed delivery. However, we will review the circumstances and assist where reasonably possible.

We may request a police report, carrier claim, identity verification, or other documentation before issuing a replacement or refund for a reportedly lost or stolen package.

17. Third-Party Purchases

This Refund Policy applies only to products purchased directly from MYSTEREZ through our website or another sales channel operated by MYSTEREZ.

Products purchased from a third-party retailer, marketplace, reseller, or other seller must be returned to the original place of purchase and are governed by that seller’s refund policy.

MYSTEREZ cannot issue refunds for payments collected by an unaffiliated third-party seller.

18. Return Abuse and Fraud

We may limit, reject, or investigate a return or refund request when we reasonably suspect:

Fraud;
Return of a different or counterfeit product;
Excessive or abusive return activity;
Wardrobing or temporary use of a product;
Chargeback abuse;
Manipulation of promotions;
False claims of damage, nondelivery, or missing products; or
Other misuse of this Refund Policy.

We may request identification, photographs, proof of purchase, or other information reasonably necessary to evaluate a request.

We may also restrict future purchases or returns where permitted by law.

19. Chargebacks and Payment Disputes

Please contact team@mysterez.com before initiating a chargeback or payment dispute so we have an opportunity to resolve the issue.

Submitting a return request does not cancel your obligation to comply with the return instructions.

We reserve the right to provide the payment provider with information relating to the transaction, including:

Order records;
Shipping and delivery confirmation;
Customer communications;
Return records;
Product photographs; and
This Refund Policy.

Nothing in this section restricts your right to dispute an unauthorized or otherwise validly disputed transaction.

20. Consumer Rights

This Refund Policy does not limit any consumer right, warranty, remedy, cooling-off period, or cancellation right that cannot legally be excluded or waived.

Residents of certain jurisdictions may have additional rights under applicable consumer-protection laws.

Where this Refund Policy conflicts with a mandatory legal requirement, the mandatory legal requirement will control.

21. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our products, procedures, business practices, or legal obligations.

The policy that applies to your purchase will generally be the version in effect when you placed the order, except where a change is required by law or is more favorable to you.

When we update this policy, we will revise the “Last Updated” date and post the updated version on our website.