Right of Withdrawal & Returns Policy

Last updated: 5 April 2026  |  Seller: Minoti Sp. z o.o.  |  KRS: 0000785854  |  NIP: 1132998007

1. General Information

Minoti Spółka z Ograniczoną Odpowiedzialnością ("Minoti", "we", "us") operates the online store at minoti.com. We are committed to ensuring your complete satisfaction with every purchase. This policy sets out your rights regarding returns, refunds, and complaints in full compliance with EU consumer protection law, including Directive 2011/83/EU on consumer rights and Directive 2019/771 on contracts for the sale of goods.

If you have any questions about this policy, please contact our Customer Service team at cs@minoti.com before initiating a return.

2. Our 30-Day Return Policy

We want you to love what you ordered. If for any reason you are not completely satisfied, you have the right to return your order within 30 days of the date you received your goods — without giving any reason.

This is a voluntary commercial commitment that extends beyond the 14-day statutory minimum required by EU law. It applies to all customers, regardless of their country of residence.

The 30-day return period begins on the day you — or a third party other than the carrier, indicated by you — take physical possession of the goods. For orders consisting of multiple items delivered separately, the period begins on the day you receive the last item.

3. Your Statutory Right of Withdrawal (EU)

If you are a consumer in the European Union, you have a statutory right to withdraw from a distance contract within 14 days of receiving your goods, without giving any reason. This right is guaranteed under EU Directive 2011/83/EU on consumer rights.

To exercise the right of withdrawal, you must inform us of your decision by means of an unequivocal statement before the withdrawal period expires. You may use our withdrawal form, but this is not mandatory. Any clear written statement sent to cs@minoti.com is sufficient.

To meet the deadline, it is sufficient for you to send your communication before the withdrawal period has expired. We will send you a confirmation of receipt by e-mail without delay.

4. How to Initiate a Return

Please follow the steps below to ensure your return is processed smoothly and without delay:

1. Notify us — Send an e-mail to cs@minoti.com or complete the withdrawal form available on our website. Include your order number, the item(s) you wish to return, and a brief statement that you wish to withdraw from the contract. You will receive a confirmation e-mail within 24 hours.
2. Pack the items carefully — Place the product(s) in their original packaging. If you no longer have the original packaging, use a suitable alternative that provides adequate protection during transit. Do not use packaging that may damage the goods during shipping.
3. Include required documents — Place the completed withdrawal form (or a handwritten note with your order number) and your proof of purchase (receipt or invoice) inside the parcel. This helps us process your refund faster.
4. Ship the parcel — Send the parcel to our returns warehouse address below using a tracked shipping service. We strongly recommend keeping your proof of postage until your refund has been processed. We cannot accept responsibility for parcels lost or damaged during return transit.

Goods must be returned without undue delay and in any event no later than 14 days from the date on which you communicated your withdrawal to us.

5. Return Address

Please send all returns to our dedicated returns warehouse:

DTWL — Minoti (RETURN)
ul. Sochaczewska 98C
05-870 Błonie
Poland

Please write the word RETURN and your order number clearly on the outside of the parcel to help us identify and process your return promptly.

Please note: the returns warehouse address differs from our registered company address. Do not send returns to our registered office in Warsaw.

6. Conditions of Return — Eligibility for Refund

To be accepted for a full refund, returned items must satisfy all of the following conditions:

• The item must be unused and unwashed. Items that show signs of wear, washing, or use will not be accepted.
• The item must be in its original, unaltered condition — with no stains, odours, alterations, or damage caused by the customer.
• All original tags, labels, and swing tickets must be attached and undamaged. Items from which tags have been removed or reattached will not be accepted.
• The item must be returned in its original packaging or in packaging that provides an equivalent level of protection.
• For swimwear, the hygienic protective liner must remain intact and undamaged.

You are responsible for the diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning — as you would be permitted to do in a physical store.

7. Items That Cannot Be Returned

The right of withdrawal does not apply to the following categories of goods:

• Underwear and sealed hygiene items — where the hygienic protective seal or packaging has been broken or removed after delivery, for reasons of health protection and hygiene.
• Personalised or custom-made items — goods that have been made to the customer's specification or that have been clearly personalised.
• Items inseparably mixed with other goods after delivery, by their nature.

Items that have been used, washed, damaged by the customer, or returned without their original tags will also not be accepted for refund.

8. Return Shipping Costs

Unless we have expressly stated otherwise (for example, in the case of a defective or incorrect item), the direct cost of returning goods is borne by the Customer.

We recommend using a tracked courier service or registered post. Always retain your proof of postage. We are not responsible for parcels that are lost or damaged in transit during return shipping.

Popular return shipping options from Poland include: InPost Paczkomat, DPD, DHL, and Poczta Polska Priorytet.

9. Refunds

Once we have received and inspected your returned item(s), we will notify you of the outcome by e-mail.

If the return is approved:

• We will process your refund within 14 days of the date we received the goods back (or the date you provided evidence of return, whichever is earlier).
• The refund will be issued using the same payment method you used for the original transaction. You will not incur any fees as a result of the reimbursement.
• If you are returning your entire order, we will also refund the original standard delivery charges (excluding any additional costs arising from your choice of a non-standard delivery method).
• If you are returning only part of your order, the original delivery charge will not be refunded.

We reserve the right to withhold reimbursement until we have received the goods or you have provided satisfactory evidence that the goods have been returned.

If a returned item does not meet the return conditions set out above, we reserve the right to refuse the refund and return the item to you at your expense. We will notify you by e-mail in such cases.

10. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged in transit, or does not match your order, please contact us immediately at cs@minoti.com, providing:

• Your order number
• A description of the defect or discrepancy
• Photographs of the defective or incorrect item (where possible)

In such cases, we will arrange a replacement or a full refund at no cost to you, including the cost of return shipping. We will provide you with a prepaid return label or reimburse your return shipping costs upon receipt of the item.

Please do not discard the original packaging and delivery documentation until the matter has been fully resolved.

11. Complaints Procedure

You may submit a complaint if you believe that goods you received are not in conformity with the contract — for example, if the item is defective, damaged, or does not match its description on our website.

To submit a complaint:

1. Send an e-mail to cs@minoti.com with the subject line "COMPLAINT — [Order Number]".
2. Include your full name, order number, a detailed description of the defect or non-conformity, and photographs where possible.
3. At our request, send the defective item to our returns warehouse at the address above. The cost of return shipping will be reimbursed by us in the case of a valid complaint.
4. We will acknowledge your complaint and inform you of our decision within 14 calendar days of receiving the complaint and, where applicable, the returned item. If we do not respond within this period, the complaint shall be deemed accepted.

Depending on the nature of the defect and your preference, we may offer: repair, replacement with a defect-free item, a proportionate price reduction, or a full refund. In the event of an accepted complaint, we will reimburse all reasonable and documented return shipping costs.

12. Legal Guarantee (EU Directive 2019/771)

As a consumer in the European Union, you are entitled to a statutory legal guarantee on all goods purchased from us. Under EU Directive 2019/771 on contracts for the sale of goods:

• You benefit from a 2-year legal guarantee against lack of conformity with the contract, running from the date the goods were delivered to you.
• During the first 12 months after delivery, any lack of conformity is presumed to have existed at the time of delivery, and you do not need to prove this.
• Your statutory guarantee rights exist independently of any voluntary commercial guarantee or warranty provided by the manufacturer.

To exercise your guarantee rights, please contact us using the complaints procedure set out in Section 11 above.

13. Out-of-Court Dispute Resolution

If you are not satisfied with the outcome of your complaint, you have the right to seek out-of-court dispute resolution. You may use:

• The EU Online Dispute Resolution (ODR) platform, available at ec.europa.eu/consumers/odr. Our e-mail address for ODR purposes is: cs@minoti.com.
• An accredited Alternative Dispute Resolution (ADR) body in your country of residence.
• The assistance of your local or national consumer protection authority.

Use of out-of-court dispute resolution is voluntary for both parties and does not affect your right to bring proceedings before a court.

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This policy is provided by Minoti Spółka z Ograniczoną Odpowiedzialnością, ul. Grochowska 306/308, 03-844 Warsaw, Poland · KRS: 0000785854 · NIP: 1132998007 · Registered: District Court for the Capital City of Warsaw, 13th Commercial Division of the National Court Register.