Refund Policy

At SolCity Mysteries, we want you to be fully satisfied with your purchase. Below is our UK-compliant policy outlining your rights to refunds, returns, and exchanges.

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1. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations, UK customers have the legal right to cancel an order for most goods within 14 calendar days of receiving them, for any reason and without justification.

To cancel your order, please email enquires@solcitymysteries.com with your order number and a clear statement of cancellation within 14 days of receiving your item.

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2. Returns Eligibility

To be eligible for a return:

• The item must be in its original, unused condition.

• The product must be returned within 14 days of notifying us of cancellation.

• Digital access codes must not be activated or used.

Returns should be sent to address provided at the time of cancellation.
You are responsible for the cost of return postage unless the item is faulty or incorrect.

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3. Non-Returnable Items

The following items are not eligible for return:

• Downloadable or digitally accessed products where the code has been used or activated

• Opened game materials (unless faulty or incomplete)

• Items returned after the 14-day period without prior contact

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4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 7–10 working days.

Refunds include the cost of the item and any standard delivery charges paid. We do not refund:

• Express or premium delivery charges

• Return shipping fees (unless item is faulty)

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5. Faulty or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of receipt with photos and a description. We will arrange a replacement or issue a full refund, including any shipping costs.

 

6. Exchanges

We currently do not offer direct exchanges. If you wish to replace an item, please follow the return process and place a new order separately.

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7. Contact Us

If you have any questions about your return or refund, contact:

SolCity Mysteries: enquiries@solcitymysteries.com

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