Cancellation policy

Subscription and Mystery Box Terms & Conditions

Customers who purchase a Mystery Box on a subscription basis will automatically receive a Mystery Box of the same type each following month, unless the subscription is cancelled or paused. This can be managed in the “My Account” section on the BoardHouse website. Customers will be charged for subsequent Mystery Boxes using their original payment method.

If a problem occurs with the customer’s account section, the customer must immediately contact the Customer Service team via email or live chat. If the customer is aware of the issue but fails to notify us, BoardHouse cannot be held responsible if subscriptions are not cancelled or paused correctly.

By placing a subscription order, you acknowledge that your subscription includes an initial and recurring payment function and you accept responsibility for all recurring charges prior to cancellation. Your subscription order will automatically renew on a monthly basis at the original subscription rate until cancelled.

  • Initial payment: taken at the time of order.

  • Subsequent payments: charged monthly to the original payment method.

  • If you wish to cancel your subscription, you must notify us as soon as possible.

Shipping of Mystery Boxes

  • Mystery Boxes are generally shipped at the end of each month to arrive as close as possible to the beginning of the following month.

  • In rare cases, shipments may be delayed to allow suppliers’ stock to arrive at our warehouse, in order to provide the best possible combination of contents.

Pricing

  • The cost of the box will normally remain the same as the previous month for continuing subscribers and new subscribers to that type of box.

  • In the event of a price change, customers will be notified via email at least 28 days in advance.

  • Discount codes or BH points cannot be used to purchase a Mystery Box, unless specifically stated in the terms of the discount code.

  • Customers do not earn loyalty points for subscription Mystery Boxes.

Additional Purchases

If customers purchase additional items from our online shop alongside a Mystery Box, these will be shipped together with the Mystery Box, usually at the beginning of the month.

Changing Your Subscription

To switch from one subscription to another, you must cancel your existing subscription and then re-subscribe to your preferred Mystery Box.

Content of Mystery Boxes

Due to demand and supply, customers may not always receive the exact same games as other subscribers to the same Mystery Box in a given month.

Subscribers to the News Box (new releases) will be given priority for the most requested releases in months where demand exceeds supply.

Returns Policy for Subscription Products

When you subscribe to a Mystery Box, we will do our best to ensure that the products are different each month, but this cannot always be guaranteed. 

  • If you receive a product you already own, you are entitled to return it for a replacement product, which will be sent in your next monthly delivery.

  • A maximum of one replacement product per box per month is permitted.

  • The returned product must reach us before the following month’s delivery and must be in the same condition in which it was received.

 Return procedure for duplicate items:

  1. Take a photo of both copies of the game side by side.

  2. Send the photo to us via email, social media channels, or live chat.

  3. We will provide a free return label.

  4. The duplicate game will be replaced free of charge with a different game in your next Mystery Box.

⚠️ Other than replacing a duplicate game, no returns will be accepted for Mystery Box products.

This replacement service is valid only for subscription customers. It does not apply to one-off purchases. In such cases, customers will be responsible for reselling, gifting, or otherwise sharing the duplicate game.