Returns & Exchanges
Return Eligibility & Conditions (30-Day Window)
We accept return or exchange requests within 30 days of order delivery. Requests submitted more than 30 days after delivery will not be accepted.
(Note: For historical orders placed before October 27, 2026, our previous 90-day after-sales commitment still applies.)
1. Customized / Personalized Items
Because personalized items are custom-digitized and made to order, we cannot accept returns or exchanges for personal reasons (such as changing your mind or selecting the wrong size/color). However, if your customized item arrives with a quality defect (e.g., open seams, holes, stains, unclear embroidery/printing), wrong size sent, or customization that does not match what you submitted, we will gladly provide a free replacement or a full refund. This does not affect your statutory rights under applicable consumer law.
2. Non-Customized Items (Conditional Returns within 30 Days)
Non-customized items may be returned within 30 days of delivery provided they meet ALL of the following conditions:
- The item must be brand new, unworn, unwashed, free of odors, stains, or pet hair, and in its original packaging with all tags and accessories intact.
- Partial returns from a bundle/set are not accepted.
- Promotional Free Gifts: If your order qualified for a free promotional gift (e.g., Spend $49 / $89 / $129 tiered gifts) and returning an item brings your remaining order total below the qualifying threshold, the free gift must also be returned in new, unworn condition. Otherwise, the retail value of the gift will be deducted from your refund.
- Gift cards, coupon codes, and Final Sale items are non-refundable.
- You must contact support@mystichot.com to obtain Return Authorization and the designated return warehouse address before shipping any items back, and ship the approved return within 14 days of receiving return instructions.
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The product customization information does not match or an error in customization. -
●open lines ●broken ●stained ●unclear pictures rendering or lettering -
Wrong or mismatched size. -
Wrong or lost shipment.
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Product damage caused by exposure to corrosive substances or chemicals. -
Product damaged by misuse, mishandling, or poor maintenance. -
Items that have been washed, worn, or soiled and damaged resulting from customer's handling. -
Not the product itself, but only the other items or gifts included with the order. -
Products that exceed the 30-day after-sales guarantee window after the order is delivered. -
Coupon code or gift card. -
The product model or serial number recorded in the shopping order applied for return or exchange does not match the product sent back. -
Partial returns or exchange of products from a set item is not acceptable.
1. Please submit a support ticket and attach clear photos of the logistics face sheet and the items that represent a quality issue.
2. Please contact our customer service team to request details such as return authorization and return instructions.
3. In order to ensure that your return is successful, you must inform the customer service of your return needs before returning it. Failure to notify customer service of your return request in advance puts a risk for lost package/s and your return request will not be accepted (our mail room will not accept unannounced packages and will be returned by the courier or post office back to origin). Also, please note that the "Ship From" address is different from the address of our Returns Acceptance Center and you cannot return items by sending them to the shipping address on the package.
If you sent your return to the wrong address and If you did not follow the return instructions/methods instructed through email etc.., the additional costs (including customs declaration fees such as customs duties) will be deducted from the refund.
Precautions for return and exchange
- Items that are being returned should be new and unworn. They should be kept in its original condition in which you received them in.
- The points given for this purchase will be automatically deducted from the corresponding points value after a successful return (only for sites that offer rewards points)
- Coupon codes expires after use and cannot be restored after return.
Restocking & Handling Fee
- Defective, damaged, or incorrect items (our fault): $0 restocking fee — full refund or free replacement.
- Eligible non-customized items returned in brand-new, original condition within 14 days of receiving return instructions: $0 restocking fee.
- Returned items missing original packaging / accessories or showing minor cosmetic wear: 15% restocking fee deducted from the refund.
- Items returned worn, washed, soiled, or deliberately damaged: ineligible for refund, or subject to a deduction of up to 50%.
Refund Procedure
- After receiving your returned item, we usually process your return within 1-3 business days. You will receive an email notification and you are required to reply to the email as soon as possible after receiving the notification.
- We usually begin processing refunds within 1-2 business days of receiving a return, order cancellation or any other reason for a refund. Refunds will be processed using the same payment method as when you purchased the product, unless we have expressly agreed, in our sole discretion, to use a different payment method. Notwithstanding the above, regardless of payment method, all refunds must be deposited into an account in the name of the original payment method account holder.
- Explanation of refund time: Once your return is approved, we issue the refund within 5 business days. After that, it may take up to 10 additional business days for the amount to appear in your account. The timing of the refund will depend on the billing cycle of the payment gateway (e.g. your credit card billing processing cycle) or your financial institution. If we have made a refund in our system, but the refund has not reached your account for more than 10 working days, please contact your payment method provider or financial institution to inquire.
Cancellation policy
Non-Customized Products: can be canceled or modified free of charge (100% refund) at any time before the order is shipped.
Customized / Personalized Products
- Within 2 hours of placing the order: your order has not yet entered digitizing. Email support@mystichot.com to cancel your order or modify customization details / sizes completely free of charge (100% refund).
- More than 2 hours after placing the order (in production, unshipped): once your order enters digitizing and embroidery production after the 2-hour window, materials and labor are committed. If you request to cancel or change the customized design or garment at this stage, a 60% customization and material fee will be deducted and the remaining 40% of the product price will be refunded.
- Shipped orders: once an order has been shipped, it cannot be canceled.
Who pays for return shipping
Our responsibility. If the return is due to a quality defect, a damaged item, a wrong or missing item, a discrepancy from the product description, or personalized content that differs from what you submitted, Mystichot covers 100% of the return shipping and replacement costs.
Customer’s responsibility. For eligible non-customized items returned when there is no quality issue (for example a change of mind, or the wrong size selected by the customer), the customer is responsible for the return shipping cost, and original shipping charges (if any) are non-refundable. Customized products with no quality issue are not eligible for return or exchange.
Company Name: Samsonads Marketing Inc.
Website Operator: This website is operated by Samsonads Marketing Inc.
Address: 355 S Teller St Ste 200, Lakewood, CO 80226, United States
Email: support@mystichot.com
Phone: +86 19972571164
Business Hours: Monday–Saturday, 9:00 AM–6:00 PM EST
