Refund Policy of Mysteryranchs

At Mysteryranchs, we want you to be fully satisfied with your purchase of our purpose-driven backpacks and gear. This Refund Policy outlines the terms, conditions, and processes for requesting and receiving refunds, ensuring transparency and clarity for every customer. We strive to make the refund experience as smooth as possible, aligning with our commitment to supporting those who rely on our gear in demanding environments.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

Timeframe: You must initiate the refund request within 60 days of the delivery date of your order. Requests made after this period will not be accepted, unless the product is defective (see Section 3 for defective product exceptions).
Product Condition: The product must be unused, undamaged, and in its original packaging (including all tags, labels, accessories, and documentation that came with the item). Products that show signs of wear, tear, modification, or improper use will not be eligible for a refund.
Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in your order confirmation or shipping email) or a copy of the receipt.
Exceptions: Customized or personalized products are not eligible for refunds unless they are defective or incorrect (see Section 3). Gift cards are non-refundable and cannot be exchanged for cash (except where required by law).

2. Refund Process

Follow these steps to request a refund for an eligible product:

Step 1: Initiate the Refund Request

Contact our customer support team at [email protected] with the following information:

Your full name and contact details (email address and phone number, if provided at checkout).
Your unique order number.
The name and SKU of the product(s) you wish to return for a refund.
A clear reason for the refund request (e.g., “product doesn’t meet needs,” “size mismatch”).
Photos of the product (including packaging and tags) if the product is defective, damaged, or incorrect (this helps speed up the review process).

Step 2: Receive Return Authorization (RA)

Our customer support team will review your request within 1-2 business days of receiving your email. If your request is approved, we will send you a Return Authorization (RA) number and detailed return shipping instructions, including the address where you need to send the product.

Important: Do not ship the product without first receiving an RA number. Shipments without an RA number may be delayed or rejected, and we will not be responsible for lost or unprocessed returns.

Step 3: Ship the Product Back

Package the product securely to prevent damage during transit. Include a copy of your RA number (printed or written clearly) inside the package.

For non-defective products: You are responsible for covering the cost of returning the product to us. We recommend using a trackable shipping method, as we cannot process refunds for products that are lost or damaged in transit.
For defective, damaged, or incorrect products: We will cover the return shipping cost. After you ship the product, provide a copy of your shipping receipt to our customer support team via email, and we will reimburse the shipping cost to your original payment method once the receipt is verified.

Step 4: Product Inspection & Refund Approval

Once we receive your returned product (typically 3-7 business days after you ship it, depending on your location), our team will inspect it to confirm it meets the eligibility criteria (unused, undamaged, original packaging).

If the product passes inspection: We will approve your refund and begin processing it within 1-2 business days of inspection.
If the product fails inspection: We will notify you via email with the reason (e.g., “product shows signs of use”) and offer to ship the product back to you (at your expense) or dispose of it (with your consent). No refund will be issued in this case.

Step 5: Receive Your Refund

We process refunds within 5-10 business days of approving your request. Refunds are issued to the original payment method used for the purchase (e.g., credit card, debit card, PayPal).

Credit/debit card refunds: It may take an additional 3-5 business days for the refund to appear in your account, depending on your bank or card issuer’s processing times.
PayPal or other digital payment methods: Refunds typically appear within 2-3 business days of processing.

You will receive an email notification once the refund has been issued, including the amount refunded and the expected timeline for the funds to appear in your account.

3. Refunds for Defective, Damaged, or Incorrect Products

If you receive a product that is:

Defective: Has manufacturing flaws (e.g., broken zippers, torn stitching, faulty straps) that affect its functionality.
Damaged: Damaged during shipping (e.g., crushed packaging, scuffed material, broken parts).
Incorrect: Not the product you ordered (e.g., wrong model, wrong color, wrong size).

You must contact our customer support team within 7 days of the delivery date to request a refund (or replacement, if preferred). Provide your order number, photos of the issue, and a description of the problem. We will prioritize these requests to resolve them quickly:

We will cover all return shipping costs for these cases.
Once we confirm the issue, we will process your refund within 5-10 business days (or arrange for a free replacement, if you prefer a replacement over a refund).

4. Refund Amounts

Full Refunds: For eligible products returned in unused, undamaged condition within 60 days of delivery, we issue a full refund of the purchase price (including any applicable taxes paid at checkout). Shipping costs are not refunded for non-defective products (since we offer free global shipping on all orders, no shipping cost was charged to you at checkout).
Partial Refunds: Partial refunds may be issued in the following cases:
The product is returned with missing accessories or damaged packaging (the partial amount will be determined based on the value of the missing/damaged items).
The product shows minor signs of use that do not affect its functionality (we will notify you of the partial refund amount before processing).
No Refunds: No refunds will be issued for products that are returned after 60 days, are used/damaged beyond normal handling, or are missing proof of purchase.

5. Order Cancellations & Refunds

If you wish to cancel an order and request a refund:

Before order processing: If you cancel your order before it has been processed (typically within 1-3 business days of placing the order), we will issue a full refund within 5-10 business days of canceling the order. Contact our customer support team immediately with your order number to request cancellation.
After order processing/shipping: If your order has already been processed or shipped, you cannot cancel it. You will need to wait for the product to be delivered and then follow the return and refund process outlined in Section 2.

6. Refund Status Inquiries

If you have not received your refund within the expected timeline (5-10 business days of refund approval, plus your bank’s processing time), contact our customer support team at [email protected] with your order number and RA number (if applicable). We will investigate the status of your refund and provide an update within 1-2 business days.

7. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or customer feedback. When we make changes, we will revise the “Last Updated” date at the top of this document and post the updated policy on our website. Your continued use of our website and purchase of our products after the changes take effect constitute your acceptance of the updated Refund Policy.

For any questions or concerns about this Refund Policy, please contact our customer support team at [email protected]—we’re here to help.