Policy

Returns, refunds & cancellation

Returns are accepted only for missing or damaged items, reported within 3 days with an unboxing video.

Last updated: 25 October 2026

Cancelling an order

  • You can cancel your order yourself within 12 hours of placing it, as long as it hasn't been dispatched: sign in to My account, open the order and choose Cancel order. We refund the full amount you paid online, including any COD charge, to the account you paid from (5–7 working days).
  • After 12 hours, or once an order has been dispatched, it can't be cancelled.
  • Delivery by Founder orders are fully non-refundable and can't be cancelled. The one exception: if the founder can't deliver your order in person, the full order is free and we refund everything you paid. This applies only if the address you gave is correct and you answer the founder's calls.

Returns: only for missing or damaged items

Each case can only be solved once, so we can't take back a case because you changed your mind, didn't like it, or have already played it. We accept a return or replacement only when an item is missing or damaged, and only if all of these are true:

  1. You tell us within 3 days of delivery.
  2. You have an unboxing video: one continuous, unedited video that starts with the sealed parcel, shows the shipping label, and shows the parcel being opened and the contents being checked.
  3. The video clearly shows the missing or damaged item.

Without the unboxing video we can't accept a claim.

How to raise a claim

  1. Upload your unboxing video to Google Drive and set its sharing to Anyone with the link.
  2. Sign in to My account, open the order and choose Report missing / damaged.
  3. Tick the cases with the problem, paste the Google Drive link to the video and send the request.

We reply within one working day, by email and in My account. If you can't use My account, email or WhatsApp us with your order number and the video link instead.

What happens next

  • If the claim is accepted, we send the missing or damaged item again at no cost. If we can't, we refund that item.
  • If we ask you to send something back, we'll tell you how, and we cover the cost.

Refunds

  • Approved refunds of online payments go back to the original payment method (card, UPI, netbanking or wallet) and usually reach you in 5–7 working days.
  • Cash paid on delivery is refunded by bank transfer or UPI to an account you give us.
  • The COD charge is not refunded once the order has been dispatched.

Contact

Suspect Zero

Email: hello@suspectzero.example · Phone / WhatsApp: +91 98765 43210
We reply Mon–Sat, 10am–7pm IST.

Also read: Shipping policy · Terms & conditions · Privacy policy