Refund policy
Returns & Complaints Policy
At Minoti, we want you to be completely happy with your purchase. If something is not quite right — wrong size, change of mind or a faulty product — below you will find everything you need to know about returns and complaints.
30-DAY RETURN POLICY
No reason required · Full product price refunded · Return postage paid by the customer · Refund issued within 14 days of receiving the returned item
1. Right of Withdrawal
Under EU consumer law, you have 14 days to withdraw from a distance purchase without giving any reason.
We extend this period to 30 calendar days from the date you receive your order.
The period starts on the day you physically receive the goods. For orders delivered in more than one parcel, it starts on the day the last parcel arrives.
2. How to Return an Item
- Let us know — send an e-mail to cs@minoti.com with your order number and a list of the items you wish to return. We will confirm within 1 working day.
- Pack your parcel — place the items in secure packaging and include your order number inside the parcel.
- Ship it — send the parcel to the address below using a carrier of your choice. We recommend a tracked service.
RETURN ADDRESS
DTWL — Minoti
ul. Sochaczewska 98C
05-870 Błonie-Wieś, Poland
Please mark the parcel: "RETURN — [your order number]"
Please post the parcel within 14 days of notifying us. Returns sent without prior notification may take longer to process.
3. Return Conditions
- Items must be unworn, unwashed and in their original condition.
- All original tags, labels and hygiene stickers must be attached.
- Items must be returned in their original or equivalent protective packaging.
- Proof of purchase is required (order confirmation e-mail or invoice).
You are entitled to try an item on. However, if the item shows signs of use beyond what is necessary to establish its nature, characteristics and fit, we may reduce the refund amount accordingly.
4. Items Excluded from Returns
- Personalised or made-to-order products.
- Sealed hygiene products where the seal has been broken.
- Products that have been significantly altered, damaged by the customer or returned without tags.
5. Return Postage Costs
The cost of return postage is borne by the customer. You are free to choose any carrier. We recommend using a tracked service, as we cannot accept responsibility for parcels lost in transit.
6. Refund Process
| STEP | DETAILS |
|---|---|
| Parcel received | We send you an e-mail confirmation. |
| Inspection | Items are checked within 3 working days. |
| Refund issued | Within 14 calendar days of receiving the returned goods. |
| Funds in your account | Refunded to your original payment method. Please allow an additional 3–5 working days for your bank to process the transaction. |
The refund covers the full product price. Original delivery charges are refunded only if the entire order is returned.
7. Exchanges
We do not offer direct exchanges. To get the right item as quickly as possible, simply return the original product and place a new order.
8. Faulty or Incorrect Items
If a product is defective, damaged or does not match its description, you are covered by the EU legal guarantee of conformity (2 years), independent of the 30-day return window.
- E-mail us at cs@minoti.com with photographs, your order number and a description of the fault.
- We will respond within 14 days with a resolution: repair, replacement or refund.
- Return postage for confirmed defects is covered by us.
9. Dispute Resolution
If you are not satisfied with our response, you may contact:
- Your local consumer protection authority.
- The EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr
10. Contact
Minoti Sp. z o.o.
ul. Grochowska 306/308, 03-844 Warsaw, Poland
E-mail: cs@minoti.com
We respond to all enquiries within 24 hours on working days (Monday–Friday).
Minoti Sp. z o.o. · KRS 0000785854 · NIP: 1132998007