Last Updated: 03/12/2025
At ClanLoot, we aim to provide a transparent and fair experience for all customers. This Refund Policy explains when refunds are available for Mystery Boxes and Prize Competitions.
By purchasing through our website, you agree to the terms below.
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1. General Refund Principles
1.1 Refunds are assessed in accordance with UK Consumer Rights Law.
1.2 Refunds will always be issued to the original payment method.
1.3 Refund requests must be submitted to clanloot@outlook.com with all relevant details.
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2. Refunds for Mystery Boxes (Retail Products)
Mystery Boxes are non-refundable due to their randomised nature.
However, refunds or replacements may be issued under the following circumstances:
2.1 Damaged Items
You must notify us within 48 hours of delivery if:
Items arrive damaged
The box is visibly damaged
Contents are broken or unusable
Photo evidence is required.
2.2 Faulty Products
If any item inside the Mystery Box is faulty, defective, or not working as intended, you may request:
A replacement item, or
A refund for the faulty item, or
A full refund if the entire box is affected
2.3 Incorrect Product Received
If you receive a Mystery Box that does not match the product you ordered, we will arrange:
A replacement, or
A refund
2.4 Non-Refundable Situations (Mystery Boxes)
We do not offer refunds for:
Disliking the contents (“not to my taste”)
Receiving duplicate items
Changing your mind after receiving the box
Boxes opened by someone else (e.g., gift recipient)
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3. Refunds for Prize Competitions
Prize Competition entries operate under strict fairness and compliance rules.
Refunds are therefore limited.
3.1 When Refunds Are NOT Available
No refunds will be issued for:
Incorrect answers to skill questions
Duplicate or accidental entries
Change of mind after purchase
Failure to complete checkout properly
Misunderstanding how the competition works
Not winning the competition
Once an entry is placed, it cannot be withdrawn.
3.2 When Refunds ARE Issued
Refunds will be issued if:
a. ClanLoot cancels a competition
If a competition is cancelled for any legitimate reason, all paid entries will be fully refunded.
b. A major technical fault prevents valid entry
If proven issues with the website or payment system prevented your entry from being processed.
Refunds in such cases are issued at ClanLoot’s discretion.
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4. Competition Extensions
If a competition receives insufficient entries, ClanLoot may extend it once (up to 14 days).
Extensions do not qualify for refunds unless the competition is ultimately cancelled.
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5. Misuse, Fraud & Rule Breaches
Refunds are not provided in cases involving:
Fraudulent activity
Automated/bot entries
Providing false identity or address
Attempting to manipulate the competition
ClanLoot reserves the right to block users who breach competition rules.
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6. How to Request a Refund
To request a refund (where eligible), email:
📧 clanloot@outlook.com
Include:
Your full name
Order/entry number
Date of purchase
Reason for refund request
Photographic evidence (if applicable)
We aim to respond within 5 working days.
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7. Refund Processing Times
Once approved, refunds are typically processed within:
3–5 working days for card payments
5–10 working days for PayPal
Bank transfer times may vary
Delays outside our control (banks/PayPal) may occur.
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8. Your Consumer Rights
Nothing in this policy affects your statutory rights under UK law.