Refund policy
MYSTERIES WITHIN — RETURNS, REFUNDS & CANCELLATIONS
We hope you love the magic of your Mysteries Within order. However, we understand that sometimes you may need to cancel an order, return an item, or contact us because something has gone wrong.
This policy does not affect your statutory rights.
CANCELLING YOUR ORDER
If you purchase from us online, you will normally have the right to cancel your order within 14 days of receiving your goods, without giving a reason, subject to the exceptions explained below.
To exercise your right to cancel, please contact us at:
hello@thewithinmultiverse.com
Please include your name and order number and clearly tell us that you wish to cancel your order.
Once you have notified us of your cancellation, you should return the eligible goods to us within 14 days.
Please contact us before sending a return so that we can provide the correct return instructions and return address.
CHANGE-OF-MIND RETURNS
To qualify for a change-of-mind return, goods should be returned in the condition in which they were received and should not have been used beyond what is reasonably necessary to inspect them.
Where applicable, original packaging, labels, tags and seals should remain intact.
You are responsible for the direct cost of returning goods when cancelling because you have changed your mind, unless we agree otherwise or the goods are faulty, damaged, incorrect or not as described.
We recommend obtaining proof of postage when returning an order.
MYSTERY SCOOPS & MYSTERY PRODUCTS
Mysteries Within is a mystery shopping experience. The exact products, colours, designs, scents, styles and combinations contained within mystery products are intentionally not guaranteed unless specifically stated in the product description.
Examples shown in photographs, videos, social-media content or promotional materials are illustrative and do not guarantee that a particular item will be included.
Receiving different mystery contents from those shown in promotional examples is not, by itself, evidence that an order is faulty or incorrect, provided the product supplied matches the description and offer purchased.
This does not affect your statutory rights, including where goods are faulty, damaged, unsafe or not as described.
HEALTH, BEAUTY & HYGIENE PRODUCTS
Some Mysteries Within products may contain health, beauty, cosmetic, bath, body, hair or other personal-care items.
Where an item has been supplied sealed for health protection or hygiene reasons, it may not be eligible for a change-of-mind return once that seal has been broken after delivery.
This does not affect your rights if an item is faulty, damaged, unsafe or not as described.
PERSONALISED OR CUSTOM-MADE PRODUCTS
Products made to your specifications or clearly personalised may not qualify for the standard change-of-mind cancellation right.
Any applicable restriction will be made clear where relevant.
DAMAGED, FAULTY, INCORRECT OR MISSING ITEMS
Please inspect your order when it arrives.
If an item is damaged, faulty, incorrect, missing from your order or otherwise not as described, please contact us as soon as reasonably possible at:
hello@thewithinmultiverse.com
Please include your order number and details of the problem. We may ask for photographs or other reasonable information to help us investigate.
Where you have a legal right to a refund, repair or replacement, this policy does not restrict those rights.
RETURNS
Please do not send goods back without contacting us first.
Once your return has been agreed or you have notified us that you are exercising a cancellation right, we will provide the appropriate return instructions and return address.
Customers are responsible for ensuring returned goods are packaged appropriately.
REFUNDS
Once we receive your return, we will inspect it and process any refund due.
Where you exercise your statutory right to cancel an eligible online purchase, we will refund the payments due to you, including the cost of our standard delivery option where required by law.
If you selected a more expensive delivery method, any refund of the original delivery charge may be limited to the cost of our standard delivery option.
We may make a deduction where permitted by law if the value of returned goods has been reduced by handling beyond what would reasonably be permitted when examining goods in a shop.
Refunds will normally be made to your original payment method.
We will issue refunds within the timescales required by applicable UK consumer law. Your bank or payment provider may take additional time to display the refund in your account.
SALE & PROMOTIONAL ITEMS
Your statutory rights also apply to goods purchased during sales, discounts and promotional events.
Any additional promotional conditions will not remove rights that you have under UK consumer law.
CONTACT US
If you have any questions about a cancellation, return or refund, please contact:
Mysteries Within
Part of The Within Multiverse
hello@thewithinmultiverse.com
Last updated: 29 August 2026