The mystery box: a box full of surprises or disappointments?
Those who like to be surprised, can order a mystery box online from different providers. That is a box full of products of which you do not know the content in advance. The surprise element can be nice, but what if the content of the box does not live up to your expectations or does not match the minimum value, as promised? We are happy to explain what you are entitled to!
What is a mystery box?
A mystery box is a surprise box that is often offered in a specific theme or brand. The content of the box represents a certain value. For example, you buy a mystery box online for € 75 and receive products with a value of € 300. The content of the box will remain a surprise until delivery.
What you can expect from a mystery box
Although the content of the mystery box remains a surprise, you can still have certain expectations. If the seller promises to include products of a certain brand in the box, you will not have to expect products of any other brand or counterfeit goods. When the seller promises that the value of the content is at least € 300, then that is what you may expect. The offer does not correspond to the actual content if the mystery box has an inferior value than promised. That is misleading!
Your rights when being deceived
Misleading sales are prohibited in the Netherlands. If you make a purchase based on false information, you are allowed to cancel the purchase. The seller of the mystery box must refund the purchase price including the shipping cost. Undo your purchase with the template letter ECC: termination of purchase contract, misleading information. Also report your complaint about the seller to ACM ConsuWijzer.
Disappointing unboxing experience? Right to withdrawal!
Are you disappointed with the content of the mystery box? Then appeal to your right to withdrawal! You are allowed to return the mystery box within 14 days in which you may cancel for any reason and without a justification. The seller may not charge any cost for the returning of the online purchase and is obliged to reimburse the full purchase amount.
Rules for return
When purchasing online, the rules of distance selling apply. According to these rules, you may open the mystery box to assess the content of the box. Therefore, the seller is not allowed to refuse the return after opening of the box. A return can be refused when the product within the box are used or in some cases when the seal has been broken. The seller must clearly inform you in advance why you should not break a seal, for example due to hygiene reasons, and what the consequences will be if you do so. Are you not well informed? Then, the seller is obliged to accept the return.
Questions? Please ask!
Do you have a conflict with a foreign mystery box seller based in another EU country? Then you can contact our legal experts for free legal assistance by completing the online form. Do you have questions about a Dutch seller? Then you can contact the Legal Advice Desk for free advice.