REFUND POLICY
1. ABOUT THIS POLICY
This Refund Policy explains when and how refunds may be issued for products purchased through https://minvio.com/ (the “Site”).
2. PERSONALIZED AND MADE-TO-ORDER PRODUCTS
Most Minvio products are personalized or made specifically to the customer’s instructions. Once production has begun, an order generally cannot be canceled, changed, returned, or refunded merely because the customer changed their mind.
This restriction does not apply where a product is damaged, materially defective, incorrectly produced, missing, not delivered, or otherwise qualifies for a remedy under this Policy, another Minvio policy, or applicable law.
3. WHEN A REFUND MAY BE ACCEPTABLE
Subject to review and applicable law, a full or partial refund may be available where:
• Minvio cancels an order before fulfillment;
• the product arrives materially damaged or defective;
• the product is materially different from the accepted order or approved personalization;
• the wrong product, phone model, design, size, color, or quantity was produced because of an error by Minvio;
• an item is missing from the delivered order;
• a shipment is confirmed lost or remains undelivered after the carrier investigation and applicable delivery period;
• the customer was charged more than once for the same order or charged an incorrect amount; or
• a refund or other remedy is required by applicable consumer law.
Depending on the circumstances, Minvio may offer a correction, replacement, reprint, partial refund, or full refund. Where required by applicable law, the customer may select among the remedies legally available to them.
4. SITUATIONS THAT ARE GENERALLY NOT ELIGIBLE
Unless required by applicable law or expressly approved by Minvio, refunds are generally not available for:
• a change of mind after personalized production has begun;
• incorrect text, spelling, names, dates, images, phone models, sizes, colors, quantities, shipping details, or other information submitted or approved by the customer;
• low-resolution, blurred, dark, cropped, or otherwise unsuitable source images supplied by the customer where the resulting issue was reasonably visible in the preview or caused by the source file;
• minor differences in color, crop, print position, measurements, or appearance resulting from screen settings, materials, printing processes, or reasonable manufacturing tolerances;
• normal wear and tear, accidental damage, misuse, improper installation, neglect, unauthorized modification, or failure to follow care instructions;
• delivery failure caused by an incomplete or incorrect address supplied by the customer, refusal to accept delivery, or failure to collect a shipment, except where the parcel is returned and a refund or reshipment is required by law or approved by Minvio;
• delays caused by customs, carriers, weather, public holidays, or events outside our reasonable control where the order is ultimately delivered; or
• customs duties, import taxes, brokerage fees, currency-conversion charges, or bank fees not collected by Minvio.
This section does not exclude remedies for a defect, incorrect item, failed delivery, or other issue for which Minvio remains responsible under applicable law.
5. ORDER CANCELLATIONS
If Minvio cancels an order because we cannot produce or deliver it, we will refund the amount paid for the canceled item, including any related shipping charge collected solely for that item where applicable.
6. TIME LIMIT FOR REPORTING A PROBLEM
For an item that arrives damaged, defective, incorrect, or incomplete, contact us within 7 calendar days after the recorded delivery date.
For a shipment that has not arrived, contact us after the latest estimated delivery date shown in the Shipping Policy or order communication, and no later than 30 calendar days after that date, so that we can investigate with the carrier.
If a problem could not reasonably have been discovered within these periods, or if applicable law or our Warranty Policy provides a longer period, the longer legally applicable or stated period will apply.
7. HOW TO REQUEST A REFUND
• the order number;
• the purchaser’s name and email address;
• a clear description of the issue;
• clear photographs or video showing the product and the claimed defect, damage, or error;
• photographs of the packaging and shipping label if the product arrived damaged, incorrect, or incomplete; and
• any other information reasonably needed to verify the request.
Do not return the product unless we have provided return instructions. An unauthorized return may delay the review or may not reach the correct return location.
8. REVIEW AND RESOLUTION
We will normally review a complete request within 5 business days after receiving all reasonably required information. Complex cases, carrier investigations, high order volumes, or public holidays may require additional time, and we will provide an update where reasonably possible.
We may request additional evidence, require the item to be returned, or arrange an inspection before deciding the appropriate remedy. Approval of a return does not automatically guarantee a refund if inspection shows that the claim is not eligible under this Policy, subject to applicable law.
If Minvio confirms that the product is defective, damaged, incorrect, or otherwise eligible because of our error, we will cover reasonable return-shipping costs where a return is required. Return instructions and any prepaid shipping method will be provided by us.
9. REFUND AMOUNT
An approved full refund may include the purchase price of the affected item and the standard shipping charge allocated to that item where the refund results from Minvio’s error, failed delivery for which we are responsible, or another reason required by law.
A partial refund may be offered where only part of an order is affected, the customer keeps the product, or the reduction reasonably reflects the issue and is accepted by the customer where consent is required.
Premium or expedited shipping upgrades, customs duties, import taxes, currency-conversion costs, and third-party bank or payment fees are generally not refundable unless Minvio collected the charge and applicable law or the circumstances require reimbursement.
10. METHOD AND TIMING OF REFUNDS
Approved refunds will ordinarily be issued to the same payment method and in the same transaction currency used for the original purchase. We cannot normally send a card or wallet refund to a different account, card, or person.
Minvio will normally initiate an approved refund within 5 business days after approval or, where a return is required, after the returned product is received and verified.
After we initiate the refund, the issuing bank, card network, wallet provider, or other payment provider may require approximately 5–10 additional business days, or longer in some cases, to post the funds. These external processing times are outside Minvio’s control.
If the original payment method cannot receive a refund, we will contact you through an appropriate secure channel to arrange an alternative method permitted by the payment provider and applicable law.
11. LOST, DELAYED, OR RETURNED SHIPMENTS
A delayed shipment is not automatically treated as lost. We may first require the carrier to complete an investigation.
If a parcel is returned because the customer supplied an incorrect or incomplete address, refused delivery, failed to collect it, or did not pay destination charges, we may deduct non-recoverable shipping or carrier charges from any discretionary refund, to the extent permitted by law. Personalized products may require payment of a new shipping fee for reshipment.
12. WARRANTY CLAIMS
A warranty remedy may involve repair, replacement, reprint, store credit, partial refund, or refund, depending on the product, issue, applicable warranty terms, and law.
13. PAYMENT DISPUTES AND DUPLICATE REFUNDS
If you do not recognize a charge or believe there is a payment error, contact us promptly so that we can investigate. This does not restrict any right you may have to contact your bank or payment provider.
If both a refund and a chargeback, payment reversal, insurance payment, carrier compensation, or other reimbursement are issued for the same loss, Minvio may recover or offset the duplicated amount to the extent permitted by law.
14. MANDATORY CONSUMER RIGHTS
Nothing in this Policy excludes, restricts, or replaces any right or remedy that cannot lawfully be excluded under the consumer laws applicable to you. If this Policy provides less protection than mandatory applicable law, that law will prevail.
15. CHANGES TO THIS POLICY
We may update this Policy to reflect changes to our products, operations, payment methods, legal obligations, or customer-service practices. The updated version will be posted on this page with a revised “Last updated” date.
Changes will not retroactively reduce rights relating to an order already accepted, except where required by law.
