Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@minimaru.com. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note, we will not be responsible for the cost of shipment of returns.

You can always contact us for any return question at support@minimaru.com.

Damages and issues

If our products are faulty, damaged or if there's any issues with your order, read on. Eligible items must be in unused condition.

1. Contact us to request a return via email. You must do this within 3 days of receiving your order.

2. Tell us your order number. Explain the problem and whether you’d prefer a refund or a replacement. Please provide photos of the fault/ damage.

Do not dispose of the article that you receive, even if they are damaged. They may need to be presented at an Australia Post outlet for an inspection. Please mind that if items or package has been disposed of, we may not be able to process a refund or replacement.

3. We may ask you to ship your original purchase back to us. Please do not return any items before contacting us.

We will check the product once we receive it and if you are eligible to receive a refund, we will send you a notification once the item(s) have been received and checked. (If we deem the product not to be faulty/ damaged, we will ship it back to you).

4. Any refunds will be applied via the original payment method, e.g. your credit card, PayPal etc. Once approved, refunds take 5 – 10 business days to process. Feel free to contact us if you have not received your refund after this period.

Shipping Protection

If you have purchased shipping protection, we will prioritise resolving any issues with damaged items. Please note the following:

Partial Damage Replacement:

In the event that only part of an item is damaged, we will first attempt to source and replace just the damaged part rather than replacing the entire item. If a replacement part is unavailable, we will provide an appropriate resolution, such as a full replacement or refund.

Filing a Claim:

• Contact us within 3 days of receiving your order and provide:
• Your order number
• A description of the damage
• Photos of the damaged item, packaging materials, and the parcel (highlighting any dents or external damage).
  Please do not dispose of the item or packaging, as they may be required for inspection by the courier or insurance provider.
  Non-Refundable Shipping Protection

Shipping protection is non-refundable once your order has been packed and is ready for dispatch. This ensures we can process claims efficiently in the event of damage during transit.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Change of mind returns (Online orders)

If you’ve changed your mind or purchased an incorrect product after we've shipped your order, we can issue a refund (of the purchase price of the product/s, excluding any shipping costs paid) or exchange if you contact us within 14 days of receiving your order. You will be responsible for paying for your own shipping costs for returning/reshipping the item(s). Your refund amount may be reduced by a restocking fee equal to 10% of the item(s) price. Or $10 will be deducted from the refund if the value of the returned goods results in the original order not reach the minimum amount for free shipping.

If you are shipping an item(s) over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Unfortunately if we do not receive your returned item, we will not be able to provide you with a refund or exchange. Any refunds will be applied via the original payment method, e.g. your credit card, PayPal, Afterpay account etc. Once approved, refunds take 5 – 10 business days to process. Feel free to contact us if you have not received your refund after this period.

Change of mind returns (In-store purchases)

• Exchange: You can exchange the product for another item of equal or lesser value. Our friendly staff will gladly assist you in finding the perfect replacement.
• Store Credit: If you're unsure about an immediate exchange, we provide store credit, allowing you to select a different item at a later time.

Please note the following conditions:

• The original product must be in its original, unused condition and accompanied by the original receipt.
• The return/exchange must be requested within 14 days from the original purchase date.

Promotional Items
In the event that your order included a free promotional item as part of a special offer, and your return causes your order total to fall below the promotion’s eligibility, the retail value of the promotional item will be deducted from your refund. Alternatively, you may return the unused promotional item in its original condition along with your return.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Feel free to contact us if you have not received your refund after this period.

Incorrect/incomplete delivery information & Unclaimed shipments

We understand that mistakes happen and we want to do whatever we can to make sure you get your parcel. Please contact us ASAP and if we have not yet begun processing your order, we will be able to update your shipping information.

However, once the shipping process has begun, we cannot change your order or shipping address. Please understand that we cannot be held responsible for incorrect addresses, unclaimed shipments, undeliverable addresses or any other incomplete or incorrect information provided by you. This means that if your undelivered parcel is returned to us and you would like us to reship it, we will ask you to cover the reshipping costs. If a parcel is returned to us, and the customer does not wish for us to reship the parcel, we will refund the value of the item(s) minus a restocking fee of $10 or 10% of the value of the products, whichever is greater.

This policy is part of our standard returns and shipping guidelines to ensure fairness and transparency for all orders.