Refund Policy

Something wrong with your order or physical Reward?

Please contact MAFFIX as soon as possible. We recommend reporting visible faults, damage, incorrect or missing products within 7 calendar days of delivery.

This 7-day period helps us investigate issues quickly. It does not limit any consumer rights you may have under applicable law for a longer period.

Changed your mind?

MAFFIX does not voluntarily accept returns or exchanges because you change your mind, do not like the products received, or do not receive a preferred product or rarity.

However, where applicable law gives you a mandatory cancellation or withdrawal right, MAFFIX will honour that right.

Before returning anything:

Contact us through our Get In Touch page and provide the requested information and evidence.

Do not send products back until MAFFIX has provided Return Authorised for Inspection instructions, except where applicable law gives you a right to make the return without prior authorisation.

Approved monetary refunds:

Once the required return has been received, inspected and the monetary refund approved, MAFFIX will process the refund within 7 business days.

Your bank or payment provider may require additional time for the refunded amount to appear in your account.

You may contact us if a product is:

• Faulty
• Damaged
• Incorrectly supplied
• Missing from your Mystery Pack
• Materially not as described

Each MAFFIX Mystery Pack is supplied as one 10-item physical product set with intentionally unknown contents.

Specific products, designs, colours, combinations or rarity outcomes are not guaranteed unless expressly stated.

Receiving a product or rarity you did not want does not by itself mean the product is faulty and is not a reason for a voluntary return or refund.

Normal manufacturing variations, minor cosmetic differences, ordinary wear and tear or damage caused by the customer do not by themselves qualify as product faults.

Where mandatory cancellation or withdrawal rights apply to a whole Mystery Pack, all 10 products forming that Mystery Pack must be returned together, subject to applicable law.

Start through our Get In Touch page.

We may ask you to provide:

• Your full name
• Account email address
• Order or redemption number
• Order or redemption date
• A description of the issue
• Clear photographs and/or video evidence showing the product, packaging and reported issue
• Any other reasonable information needed to assess the request

MAFFIX will first review the information and evidence provided.

If further inspection is required, we will issue Return Authorised for Inspection instructions and provide the applicable return details.

Products must not be returned before authorisation is provided, except where applicable law gives you a right to make the return without prior authorisation.

Where a return is authorised, use a trackable shipping service and provide the tracking information to MAFFIX.

Once received, the returned product may be physically inspected to confirm the reported issue before a replacement or refund is approved.

If the inspection does not confirm a qualifying issue, the requested remedy may be declined, subject to applicable law.

If an individual product within a MAFFIX Mystery Pack is confirmed to be faulty, damaged, incorrectly supplied or materially not as described, MAFFIX will normally offer an appropriate replacement first, subject to applicable law.

If the identical product is unavailable, we may offer an appropriate replacement from the same rarity tier and applicable collection.

Because a MAFFIX Mystery Pack is sold as one 10-item product set, individual products are not assigned separate sale prices for calculating partial monetary refunds.

If no appropriate replacement can be provided and a monetary refund for the Mystery Pack becomes applicable, MAFFIX may require the complete 10-item Mystery Pack to be returned before the refund is processed, subject to applicable law.

For change-of-mind or statutory withdrawal returns, the customer is responsible for return shipping where permitted by applicable law and where the customer has been informed of that responsibility.

For confirmed faulty, damaged, incorrect or otherwise non-conforming products, MAFFIX will meet any return or replacement shipping obligations required by applicable law.

Where applicable law requires original standard delivery charges to be refunded, MAFFIX will refund those charges as required.

Monetary refunds will normally be made to the original payment method.

Physical Rewards obtained through MAFLETE Membership, including a MAFFIX Mystery Pack allocated through a 10x Pull in The Vault, are covered by the same product-quality assessment process.

Where an individual physical Reward product has a confirmed qualifying issue, MAFFIX will normally provide an appropriate replacement where available.

If the identical product is unavailable, we may offer an appropriate replacement from the same rarity tier and applicable collection.

Where an appropriate replacement is provided, any Diamonds used to obtain the applicable physical Reward remain spent.

If an appropriate replacement or other suitable remedy cannot be provided, MAFFIX may restore the applicable Diamonds or provide another appropriate remedy according to the circumstances and applicable law.

Where reasonably necessary to verify a claim, MAFFIX may request additional evidence, including original, unedited photographs or video.

For claims involving damaged, defective, incorrect or missing products, we may request a continuous unboxing video to help verify the condition and contents of the Mystery Pack when received.

Where an unboxing video is requested, it should:

• Begin before the parcel is opened and clearly show the unopened package and its condition;
• Show the full opening and unboxing process, including the removal of all products;
• Be recorded continuously in one take, without cuts, pauses or edits; and
• Clearly show the affected product and the issue being reported.

Customers should retain the original product and packaging while a claim is being reviewed. MAFFIX may request additional photographs, video or other reasonable information where necessary to assess the claim.

Fraudulent, manipulated, duplicated or deliberately misleading claims or evidence may be rejected where permitted by applicable law.

MAFFIX may take reasonable action against abuse of its return, refund or MAFLETE systems in accordance with our Terms & Conditions and applicable law.

Unauthorised returns may not be accepted or processed. MAFFIX is not responsible for loss, damage or additional costs resulting from an unauthorised return or failure to follow provided return instructions, except where responsibility cannot lawfully be excluded.

Shipping, failed deliveries, refused shipments, customs charges and return-to-sender situations are governed by our Shipping Policy.

Nothing in this Refund Policy excludes or restricts any consumer right or remedy that cannot lawfully be excluded or restricted under applicable law.

Where mandatory consumer law provides greater protection than this Policy, those mandatory rights will apply.

For return, replacement or refund assistance, please contact us through our Get In Touch page.