Returns, Damage & After-Sales
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A missing item, a damaged item, an item that does not work and an item you simply do not like are four different situations, and they should not be hidden under one “no returns on mystery boxes” line. This page explains how each case is treated, what evidence you will be asked for, and where the current rules still need to be confirmed for your order type.
Need to confirm a detail? Chat, request a quote, or talk to sales before ordering.
Who This Page Is For
Read this before you order if you want to know your position when something goes wrong, and read it again if a parcel has arrived with a problem. It answers the question buyers ask most nervously: is a mystery box really non-returnable, and is a genuine fault treated the same way as disliking the surprise?
What This Page Is Based On
Our review history shows that non-working products were a real complaint, so the fault path on this page is written first and the preference path second. Mewoo’s Replacement Policy sets out the current rule for eligible damaged or non-working items: report within seven days of delivery with your order number and photo or video evidence.
A single unified policy covering missing items, customs problems, cancellations and refunds across B2B, B2C and custom orders has not yet been finalised, so those cases are listed here as points to confirm for your order type.
One Policy Cannot Hide Different Problems
Disliking a random assortment, receiving fewer items than confirmed, receiving a visibly damaged item, receiving an item outside the agreed condition, and receiving a non-working item are different cases.
Each case needs its own eligibility rule, evidence, reporting window, and possible resolution.
Start With Evidence
A practical claim record may include the order number, box and shipping labels, photos of the outer carton before opening, a complete unpacking sequence, item photos, and a short video of the reported functional problem.
The evidence request should be proportionate and published before purchase.
B2B, B2C, and Custom Orders May Differ
A reseller lot, a consumer mystery box, and a personalized box can have different legal and commercial terms. Those differences must be reviewed before one English policy is published for all buyers.
This page therefore does not invent a single global no-return or refund rule.
Give the Buyer a Clear Contact Path
Until the final policy is approved, the safe action is to contact support with the order and issue details. Support should acknowledge the case, identify missing evidence, and state the next review step.
A contact path is not a promise of a specific refund outcome.
Important Limits Before You Order
- No blanket no-return statement is published from current evidence.
- No universal refund, replacement, or response-time promise.
- Random-content dissatisfaction is not silently treated as the same issue as damage or non-function.
- Customs failure must be assessed using destination, product, carrier and buyer-responsibility terms.
Frequently Asked Questions
Can I return a box because I dislike the contents?
The final rule must follow the approved current offer and applicable buyer type. Do not assume it is the same as a damage or non-working claim.
What if an item is missing?
Keep all packaging and provide the order number, box evidence and a complete view of the received contents.
What if an item is damaged?
Photograph the outer packaging and item promptly, and contact support using the evidence and timing required by the current policy.
What if an electronic item does not work?
Record the product, accessories, attempted test and result. The case should be reviewed against the agreed condition and testing scope.
Who pays return shipping?
That depends on the approved policy, issue type, buyer type and destination. Confirm the current rule before purchase.
What if customs rejects the parcel?
Review the declared product attributes, documents, destination rule, carrier handling and responsibilities agreed for the order.
Choose Your Next Step
Ready to use the current standard offer?
Need to confirm condition, testing, country, quantity, evidence, or customization? Chat, request a quote, or talk to sales: