Refund policy
At Mindres, we want you to love every purchase. Because we work with multiple specialists to deliver unique items, we’ve made our returns process simple and fair.
1. Changed Your Mind? (Your Right to Cancel)
If you decide an item isn't right for you, you have the right to cancel your order and return the goods.
14 Days to Notify: Just let us know within 14 calendar days of receiving your last item that you want to cancel.
The Return: Once you notify us, you then have another 14 calendar days to send the item back to us.
Condition: Items must be unused, in their original packaging, and in a re-saleable condition.
Return Shipping Cost: For a change of mind cancellation, you will be responsible for the direct cost of return shipping.
Exclusions for Returns:
Hygiene Items: For health and safety, we cannot accept returns on earrings or piercing jewellery unless they are completely unopened in their original, sealed packaging.
Custom Items: Goods made to your specific custom specifications are non-returnable.
2. Faulty, Damaged, or Incorrect Items
If your item arrives damaged, faulty, not fit for purpose, or is significantly different from the description, we will fix it immediately.
Reporting a Fault: Please contact us within 30 calendar days of delivery if the item is damaged or faulty.
Remedy: We will offer you a full refund or a replacement item—whichever you prefer.
Return Shipping Cost: If an item is genuinely faulty or incorrect, we will cover the cost of return shipping if we need the item back. In most cases, we process your resolution without requiring a physical return.
The Resolution Process:
Contact Us: Please email us immediately with your Order Number and a clear description of the issue. You can also use Contact form.
Provide Evidence: You must send us clear photographs or a short video showing the damage or defect. This is required to process your resolution quickly.
3. Non-Refundable Scenarios
We cannot process a refund or dispute a claim in the following situations:
Customer Ordering Error: Items ordered incorrectly (e.g., wrong size/colour/quantity) must be returned under the Change of Mind policy (Section 1).
Address Issues: If the package couldn't be delivered because the shipping address provided was incomplete or incorrect.
Refused Delivery: The package was refused upon delivery by the customer.
Used Items: If the product shows damage from normal wear and tear after use.
4. Refund Processing
If a refund is approved, the money will be returned to your original payment method.
Timeline: Refunds are typically processed within 5-10 business days after the resolution is finalized by Mindres Shop.
(Please note that while we process the refund immediately, your bank or payment provider may take additional time to credit your account.)