Refund & Returns Policy

You are fully eligible for a refund or replacement in the following situations:

• You received a damaged or defective item inside your mystery box due to packaging failure or transit damage.
• The total MRP value of items in your box is demonstrably lower than the price you paid for your tier (our Value Guarantee).
• Your order was lost in transit and not delivered within 15 business days of the estimated delivery date, with no valid tracking update.
• You received incorrect items that do not belong to the theme or category of the mystery box you purchased.
• You received a duplicate item that you already received in a previous order within the same calendar month (subject to our 70% uniqueness guarantee).

All refund requests must be initiated within 14 daysof the confirmed delivery date as recorded by our logistics partner's tracking system.

Refunds will not be issued in the following situations:

• You simply did not like the items in your mystery box (this is the nature of a surprise product).
• You ordered the wrong tier or theme and wish to exchange for a different one.
• The request is made more than 14 days after delivery.
• Items have been used, assembled, or altered from their original condition.
• Damage was caused after delivery due to improper handling by the customer.
• Store credits and promotional vouchers are non-refundable and have no cash value.

If you receive a damaged or defective item, we sincerely apologise. Please do the following immediately upon opening your box:

1. Photograph the outer packaging (including any damage to the box itself).
2. Photograph each damaged or defective item clearly, showing the issue.
3. Do not discard any packaging or items, as we may require them for our courier's insurance claim process.
4. Email stackyourscoop@gmail.com with your Order ID and all photographs within 48 hours of delivery.

Upon verification, we will arrange either a full replacement of the damaged item(s) or a full refund of your order value, whichever you prefer.

To initiate a refund request, please follow these steps:

1. Log in to your Stack Your Scoops account and navigate to My Orders.
2. Locate the relevant order and click Raise a Ticket.
3. Select the reason category (Damaged Item, Missing Item, Lost Shipment, Value Guarantee Claim, etc.).
4. Upload supporting evidence (photos, screenshots, video if required).
5. Submit your ticket. You will receive a confirmation email with a ticket reference number within 15 minutes.

Alternatively, you can email us directly at stackyourscoop@gmail.com with your Order ID, issue description, and supporting media. Our team will review and respond within 24 hours on business days.

Once your refund request is approved by our team, the refund will be processed within 2–3 business days. The time taken for the refunded amount to appear in your account depends on your payment method:

• UPI / Wallet (Razorpay): Instantly or within 1 business day.
• Debit Card / Credit Card: 5–7 banking days depending on your bank's processing time.
• Net Banking: 3–5 banking days.
• Store Credits: Credited to your Stack Your Scoops wallet immediately upon approval.

If you paid via Cash on Delivery (COD), refunds are issued as Store Credits to your Stack Your Scoops wallet, which can be used for future purchases. COD refunds to bank accounts require you to provide your bank details via email.

Orders can be cancelled and fully refunded if the cancellation request is made within 1 hour of placement, before the order enters the packing queue. After this window, orders cannot be cancelled as they are already being prepared for dispatch.

To cancel, go to My Orders → Cancel Order or contact our support team immediately at stackyourscoop@gmail.com with your Order ID.

Stack Your Scoops reserves the right to cancel orders in cases of suspected fraud, pricing errors, or stock unavailability. In such cases, a full refund will be issued automatically.