Returns, cancellations & refunds
A surprise, with care.
Updated 12 November 2026
Mystery boxes
We do not accept change-of-mind returns or exchanges because you prefer different items, colours or designs, or because you dislike a revealed selection. Each paid scoop has one result and cannot be rerolled.
When something is wrong
This policy does not remove rights relating to damaged, defective, incorrect, missing, misdescribed or otherwise legally refundable goods, or a failure to provide the purchased goods. Contact hello@arviscoop.com with your order reference and details of the problem. Relevant photographs can help us investigate; do not send sensitive payment information.
Payment issues
If your bank shows a debit but the order is pending, open the order to check payment status before paying again. A failed payment is not a completed purchase. Report duplicate successful debits or a payment that remains unresolved to our support email.
Cancellations and approved refunds
Contact support for help with cancellation, packing or delivery problems. Requests are assessed against the order status and your rights under law. Approved refunds go through the payment provider to the original payment method; bank processing time can vary. We do not ask for an OTP or password to issue a refund.