Refund & Cancellation Policy
We want you to enjoy the case you bought. If something has gone wrong with your order, write to us at info@blackravenmysteries.com and we will sort it out. This page explains where we can refund, where we can replace, and where we cannot.
1. Digital cases (PDF)
A digital case is delivered instantly and cannot be returned once it has been sent. For that reason, digital orders are not refundable once the file has been delivered to you, unless one of the situations below applies.
We will refund a digital order in full if:
- You were charged more than once for the same order;
- You paid but never received your file, and we are unable to deliver it to you;
- The file we sent is corrupted or unreadable and we cannot supply a working replacement;
- You were sent the wrong case and do not want the correct one instead.
We cannot refund a digital order because:
- You changed your mind after receiving the file;
- You found the case too hard, too easy, or not to your taste;
- Your group solved it, or did not solve it;
- You bought it by mistake but have already opened the file.
If you have not yet opened or downloaded your file and you contact us within 24 hours of ordering, get in touch anyway — we will look at it case by case and we are reasonable about genuine mistakes.
2. Printed kits
Cancelling before dispatch. You can cancel a printed kit at any time before it is dispatched, for a full refund. Kits are typically dispatched within 3–5 working days, so please tell us quickly. Email us with your order reference.
Cancelling after dispatch. Once a kit has been handed to the courier, it cannot be cancelled.
Damaged, faulty or wrong items. If your kit arrives damaged, incomplete, or is not what you ordered, tell us within 7 days of delivery and send photographs of the item and its packaging. We will send a free replacement, or refund you in full if you prefer. You will not be asked to pay return postage.
Kits that never arrive. If tracking shows your kit has not been delivered within 15 days of dispatch, contact us and we will either resend it or refund you.
Change of mind. Because a mystery kit reveals its contents the moment it is opened, we cannot accept returns simply because you changed your mind. A kit that arrives in good condition and as described is not returnable.
3. How to raise a request
Email info@blackravenmysteries.com with:
- Your order reference and the name the order was placed under;
- What went wrong;
- Photographs, if the item is damaged or incomplete.
We aim to reply within 2 working days.
4. How refunds are paid
Approved refunds are sent back to the original payment method — the same card, UPI ID or bank account you paid from. We cannot refund to a different account.
Once we approve a refund we process it within 3 working days. Your bank or card issuer then takes its own time to credit it, usually 5 to 7 working days, occasionally up to 10. The total time is therefore normally about a week, but it is partly out of our hands.
We will email you when the refund has been processed, along with the Razorpay reference, so you can trace it with your bank if needed.
5. Answer keys
The solution to a case lives on a separate answer-key page, included free with every purchase. Access to it is part of the product and is not refundable on its own.
6. Still not happy
If you are unhappy with how we have handled a refund, write to our Grievance Officer at info@blackravenmysteries.com or call +91 81061 27288. We will acknowledge within 48 hours and aim to resolve within 30 days. Full details are on our Contact page.