RETURN POLICY
1. ABOUT THIS POLICY
2. PERSONALIZED AND MADE-TO-ORDER PRODUCTS
Most Minvio products are personalized or made specifically according to the customer’s selected product, device model, images, text, design, and other instructions.
Once production has begun, personalized products generally cannot be returned or exchanged merely because the customer changed their mind, no longer wants the product, selected the wrong option, or made an error in the information or content they submitted.
This restriction does not apply where the product is damaged, materially defective, incorrectly produced, or otherwise qualifies for a return or remedy under this Policy or applicable law.
3. PRODUCTS ELIGIBLE FOR RETURN
Subject to review and applicable law, a product may be eligible for return where:
• it arrives materially damaged;
• it has a material manufacturing or printing defect;
• Minvio produced the wrong product, phone model, design, size, color, or quantity;
• it is materially different from the accepted order or approved personalization;
• an incorrect item was delivered;
• Minvio requests the return as part of an approved refund, replacement, reprint, or warranty claim; or
• applicable consumer law requires us to accept the return.
Depending on the circumstances, a physical return may not be necessary. We may resolve an approved claim through a replacement, reprint, partial refund, full refund, repair, or another legally available remedy.
4. PRODUCTS GENERALLY NOT ELIGIBLE FOR RETURN
Unless required by applicable law or expressly approved by Minvio, returns are generally not accepted for:
• a change of mind after personalized production has begun;
• incorrect spelling, names, dates, text, images, phone models, product types, sizes, colors, quantities, or other selections submitted or approved by the customer;
• low-resolution, blurred, dark, cropped, or unsuitable source images supplied by the customer where the issue was reasonably visible in the preview or caused by the source file;
• minor differences in color, crop, print placement, measurements, or appearance caused by screen settings, materials, printing processes, or reasonable manufacturing tolerances;
• products that have been intentionally altered, cut, painted, repaired, or modified after delivery;
• normal wear and tear, scratches, discoloration, accidental damage, misuse, improper installation, neglect, or failure to follow care instructions;
• damage to a phone or other device that is not caused by a proven defect in the Minvio product; or
• complimentary, promotional, or replacement products, except where they are defective or applicable law requires a remedy.
5. RETURN REQUEST PERIOD
For a product that arrives damaged, defective, incorrect, or incomplete, you must contact us within 7 calendar days after the recorded delivery date.
If the problem could not reasonably have been discovered within that period, or if applicable law or our Warranty Policy provides a longer period, the longer legally applicable or stated period will apply.
A return request submitted within the stated period is not automatically approved. Eligibility will be determined after we review the order details and supporting evidence.
6. HOW TO REQUEST A RETURN
• your order number;
• the purchaser’s name and email address;
• a clear description of the issue and the requested resolution;
• clear photographs or video showing the entire 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 additional information reasonably needed to assess the request.
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.
7. RETURN AUTHORIZATION REQUIRED
Do not return a product until Minvio has approved the return and provided written return instructions. Approved returns may be assigned a return authorization or reference number that must be included with the shipment.
The return destination may differ from our registered office, customer-support location, or the address shown on the original parcel. Products sent to an unauthorized address may be delayed, refused, lost, or returned to the sender.
Receiving a returned product does not by itself confirm that a refund, replacement, or other remedy has been approved. The returned product may need to be inspected first.
8. CONDITION AND PACKAGING OF RETURNED PRODUCTS
Unless the product is being returned because it arrived damaged or defective, it must be returned in substantially the same condition in which it was received, together with any included accessories, inserts, packaging, or promotional items reasonably requested by us.
You must package the product securely to prevent additional damage during transit. Where possible, use the original protective packaging. Do not place shipping labels directly on retail packaging unless instructed.
We may reduce or refuse a discretionary refund if the product is damaged after delivery because of misuse, inadequate return packaging, unauthorized alteration, or handling beyond what was reasonably necessary to inspect it, to the extent permitted by law.
9. RETURN SHIPPING COSTS
If a return is required because Minvio confirmed that the product was damaged, materially defective, incorrectly produced, or incorrectly delivered due to our error, Minvio will cover reasonable return-shipping costs. We will provide return instructions and, where available, a prepaid shipping method or reimbursement instructions.
Do not purchase a return service without our written approval. We may limit reimbursement to the reasonable cost of the shipping method we instructed or approved.
10. INSPECTION AND AVAILABLE REMEDIES
After receiving a returned product, we will inspect it and compare it with the order, personalization details, evidence, and approved return reason.
If the claim is approved, the available remedy may include:
• correction or repair;
• replacement or reprint;
• exchange for the correct product where available;
• partial refund;
• full refund; or
• another remedy required by applicable law.
11. REPLACEMENTS AND EXCHANGES
For a valid claim involving a damaged, defective, or incorrectly produced personalized product, we may offer to manufacture and ship a replacement or reprint instead of requiring a return and refund.
A replacement will normally use the personalization details from the accepted original order unless we agree in writing to correct an error caused by Minvio. A customer-requested change to the original design, product, or device model may be treated as a new order.
Replacement availability may depend on stock, materials, production capability, and shipping destination. If a suitable replacement cannot be provided, we may offer another remedy under our Refund Policy or applicable law.
12. LOST OR DAMAGED RETURN SHIPMENTS
Where Minvio provides a prepaid return label or selects the return carrier, responsibility for loss or damage during the approved return shipment will be handled under applicable law and the carrier arrangement.
Where the customer arranges return shipping, the customer should use a trackable service, retain the receipt and tracking number, and package the product securely. Minvio is not responsible for a return that does not reach the authorized return location because of an incorrect address, inadequate packaging, or an untracked shipping method selected by the customer, except where applicable law provides otherwise.
13. INTERNATIONAL RETURNS
International returns must follow the instructions supplied by Minvio. Customers must not mark a returned product as a new commercial sale. Where permitted, return documentation should accurately identify it as returned merchandise.
Minvio is not responsible for customs duties, import taxes, brokerage fees, currency-conversion charges, or other third-party costs incurred because the customer did not follow the return instructions, except where reimbursement is required by law.
If a return is caused by Minvio’s confirmed error, we will provide reasonable assistance with the required return documentation and handle approved costs as described in this Policy.
14. WARRANTY AND MANDATORY CONSUMER RIGHTS
Nothing in this Policy excludes, restricts, or replaces any right or remedy that cannot lawfully be excluded. If this Policy provides less protection than mandatory applicable law, that law will prevail.
We may update this Policy to reflect changes to our products, operations, legal obligations, or customer-service practices. Updates will be posted with a revised “Last updated” date and will not retroactively reduce rights relating to an order already accepted, except where required by law.
