Refund policy

Return & Refund Policy

At Profile Unknown, every investigation is carefully designed and packaged to provide a premium detective experience. If something goes wrong with your order, we're here to help.

Order Cancellation

Orders may be cancelled before they have been packed or shipped.

Once an order has been dispatched through one of our shipping partners, it can no longer be cancelled.

Damaged or Incorrect Orders

If your investigation arrives damaged, incomplete, or you receive the wrong product, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

  • Your order number

  • Clear photos of the package

  • Photos of the damaged or incorrect contents

After verification, we will gladly send a replacement or issue a full refund where appropriate.

Returns

Because every investigation contains story materials, clues, and collectible contents, we generally do not accept returns once the package has been opened.

However, unopened products in their original condition may be eligible for return after contacting our support team.

Return shipping costs are the responsibility of the customer unless the mistake was made by Profile Unknown.

Refund Eligibility

Refunds may be approved if:

  • You received the wrong investigation.

  • Your order arrived significantly damaged.

  • Important contents are missing from the package.

  • Your order could not be delivered due to an error on our side.

Refunds will not be issued because:

  • The mystery was too difficult or too easy.

  • You guessed the wrong suspect.

  • You didn't enjoy the story.

  • You changed your mind after opening the investigation.

  • Minor packaging imperfections occurred during shipping while the investigation contents remain undamaged.

Cash on Delivery (COD)

Customers are requested to inspect the package before accepting delivery whenever possible.

If a customer refuses a correctly prepared order without a valid reason, Profile Unknown reserves the right to decline future Cash on Delivery orders from that customer.

Missing Deliveries

If your tracking shows your order as delivered but you have not received it, please contact us as soon as possible. We will work with our shipping partner to investigate the issue.

How to Request Support

To request a replacement, return, or refund, please contact us with:

  • Your order number

  • Full name

  • Photos (if applicable)

  • A brief description of the issue

We aim to respond to all requests within 1–2 business days.

Our Promise

Every investigation is created with passion and attention to detail. If we make a mistake, we'll make it right. Our goal is to ensure every detective receives the experience they were promised.