Refund and Returns Policy

Last updated: 11 January 2026

This Refund and Returns Policy explains how refunds, returns, cancellations, damaged items, and digital download issues are handled by
Capital of Mystery.

Capital of Mystery is operated by Capital Events SARL,
a company registered in Morocco.

1. Business Information

Company name: Capital Events SARL
Trading name: Capital of Mystery
Company ICE: 002991571000002
Registered in: Morocco

Registered address:
QUARTIER AL MATAR LOT ONDA N 19
Nador
Morocco

Email:
[email protected]
Phone / WhatsApp:
+44 7830 706522

Capital of Mystery is primarily an online store. We do not operate a public walk-in retail shop at our registered address.

2. Quick Summary

We offer a 30-day refund window for both digital downloads and physical boxed kits.
To start a request, email [email protected] with your order number.
Approved refunds are issued to the original payment method.
Return shipping is paid by the customer unless the item is defective, damaged in transit, or we made an error.
For physical returns, please contact us before sending anything back so we can provide the correct return instructions.

3. Eligibility

You may request a refund within 30 days of delivery for physical products or within 30 days of purchase for digital products.

When contacting us, please include:

Your order number;
The email address used at checkout;
The item name or product title;
A brief reason for the refund or return request;
Photos of the outer box, inner packaging, and item if the product arrived damaged or defective.

For wrong, incomplete, damaged, or defective physical shipments, please contact us within 7 days of delivery.

4. Digital Game Kits

Most Capital of Mystery products are digital downloads. Digital products are delivered electronically by email and/or through your account download area after checkout.

We offer a 30-day money-back guarantee on digital kits where there is a genuine issue or the product is not right for you.

If your request is approved, we may revoke download access and licences linked to the order.

If your order includes single-use bonus codes, third-party access, or redeemed add-ons, these must be unused or their value may be deducted from the refund where applicable.

To prevent abuse, refunds may be limited to one refund per game title per customer.

If you need help opening, downloading, or printing your files, please email us and we will help with re-links, alternate formats, or support instructions where possible.

5. Physical Boxed Game Kits

Physical boxed kits are only available when clearly marked on the product page as
“Physical Boxed Kit”, “Boxed Kit”, or “Boxed Kit — In Stock.”

Physical boxed kits may be returned or exchanged within 30 days of delivery, provided the item is returned in new or like-new condition with all components included.

Missing, used, damaged, or incomplete components may result in a reasonable deduction from the refund.

Exchanges are available only when stock permits.

Return shipping is paid by the customer unless the item is defective, damaged in transit, incorrect, or the issue was caused by our error.

6. Return Address Options

Please contact us before sending any physical product back. We will confirm the correct return address based on your location, order details, and the original shipment route.

Do not send a return without contacting us first. Returns sent without approval, order details, or tracking may be delayed or may not be accepted.

United States Return Address

149 Valley View Drive
Waltham, Massachusetts 02154
United States

United Kingdom Return Address

37 Chapel Lane
Armthorpe
DN3 9TL
United Kingdom

Australia Return Address

29 Marx Hill Road
Darkwood, New South Wales 2454
Australia

For customers outside these regions, we will provide the most suitable return instructions by email after reviewing the request.

7. Non-Refundable Items

The following items may not be refundable unless they are faulty, incorrect, or required by applicable law:

Final-sale items, if clearly marked on the product page;
Heavily used or incomplete boxed kits missing core components;
Digital files that have already been downloaded, accessed, copied, printed, shared, or used without a genuine product issue;
Download add-ons redeemed with third parties, such as activated licence keys or single-use bonus codes;
Customised or personalised game materials;
Products purchased from third-party marketplaces instead of our website.

8. How to Start a Refund or Return

To start a refund or return request, email
[email protected]
with the subject line:
“Refund/Return – Order #[your order number]”.

Please include:

Whether the product is digital or physical;
Your order number;
The email address used at checkout;
The product name;
The reason for your request;
Photos if the product is damaged, defective, incorrect, or incomplete.

For physical returns, we will reply with return instructions and the correct return address. Please pack items securely and include your order number inside the parcel.

We recommend using a tracked shipping service for physical returns. Please share your return tracking number with us after shipment.

9. Refund Method and Timing

After approval, and after inspection for physical returned items, refunds are issued to the original payment method used at checkout.

Bank, card provider, and payment processor posting times vary. Please allow 3–10 business days after we process the refund for the amount to appear on your account.

Shipping fees are non-refundable unless the refund is due to our error, a defective item, an incorrect item, or a damaged item.

10. International Returns and Customs

For international physical returns, please mark the parcel as
“Returned Goods – No Commercial Value.”

Customs charges, import fees, duties, taxes, or carrier handling fees on returns are the customer’s responsibility unless the return is due to our error or a defective item.

Any customs charges or return carrier fees billed to us may be deducted from the refund where permitted by law.

For DDP orders, duty or VAT refunds depend on carrier and local customs policies.

11. Late or Missing Refunds

If we have confirmed that your refund was processed but you have not received it, please first check with your bank, card provider, or payment issuer.

If you still need help after checking with them, contact us at
[email protected].

12. Order Changes and Cancellations

We can modify or cancel physical orders before fulfilment or shipment.

Once a shipping label has been created or the order has shipped, cancellation or address changes may no longer be possible.

For digital products, delivery may begin immediately after successful payment. Once files have been made available, downloaded, accessed, or used, cancellation rights may be affected.

To request an urgent order change, email
[email protected]
with the subject line:
“URGENT: Order Change [Order Number]”.

13. Chargebacks and Abuse

We are happy to resolve issues directly and encourage customers to contact us before opening a payment dispute.

We may decline refunds or restrict future purchases where we reasonably believe there is fraudulent activity, refund abuse, chargeback abuse, repeated misuse, or violation of our Terms of Service.

14. Your Legal Rights

Nothing in this policy limits any consumer rights that cannot be excluded by applicable law.

Depending on your country or region, you may have additional rights relating to faulty goods, digital content, refunds, returns, cancellation, or consumer protection.

15. Contact Us

If you have questions about a refund, return, cancellation, damaged item, missing file, or download issue, please contact us:

Capital of Mystery
Operated by Capital Events SARL
QUARTIER AL MATAR LOT ONDA N 19
Nador
Morocco