Refund policy

Minejas Return & Exchange Policy

EU Statutory Right of Withdrawal (EU Directive 2023/2673)

For customers residing within the EU, EEA and the United Kingdom, you hold a statutory 14-day cooling-off period to withdraw from the sales contract without stating any reason.

You may submit your withdrawal request at any time via the permanent Cancel Contract link placed in the footer menu of every page on our website. No account registration or login is required to access the withdrawal form.

Excluded Items Not Covered by the Statutory Right of Withdrawal

The EU statutory withdrawal right shall NOT apply to the following goods, in line with our return terms:
  1. Fully custom-made & personalised competition dance dresses produced according to your custom measurements, design drafts and crystal decoration requests;
  2. Toiletries, personal hygiene and body care products;
  3. Clearance final sale items and complimentary free samples.

    All withdrawal applications will be reviewed separately to check compliance with the 14-day cooling-off deadline and exclusion clauses listed above.

 

  1. Can I return or exchange my item?

Non-Customised Products

  • Quality issues: You can request a free-of-charge exchange if any manufacturing defect is found within 7 days upon receipt of your order.
  • Wrong size ordered: Size exchanges are available, yet all shipping costs are at your own expense. To avoid extra delivery charges due to ill-fitting sizes, please reach out to our customer service for professional size recommendations before placing your order if you have any doubts about sizing.
  • Change of mind / Poor fit: If you simply dislike the item or find it unsuitable for any non-quality reason, returns are allowed. All shipping fees for the return shipment will be your responsibility.

Customised / Personalised Products

  • No returns or exchanges will be accepted for customised items without manufacturing quality defects.
  • If adjustments or revisions are needed for your custom order, we offer free modification service, but all associated shipping fees shall be borne by you.


2. What if I received the wrong product?

  • If we shipped the incorrect item due to our mistake, we will resend the correct product to you with all shipping fees covered by us.
  • All return shipments must obtain official authorisation from Minejas before you send items back.



3. How long do I have to return my items?

Requests for exchange or refund must be submitted within 7 calendar days after you receive your package.

We will decline all return applications submitted over 14 days post delivery.


4. What are the conditions for exchanges?

Your item must satisfy all the requirements below to be eligible for exchange:

  • Completely unused and unworn
  • Retain original intact condition and full original packaging
  • All original brand tags remain attached
  • Footwear products must be returned with their original shoe boxes


5. Can I get a refund?

  • Refunds will be processed within 7 working days after we receive and inspect your returned items that meet all return criteria.
  • Customised products are not eligible for refunds under any circumstances.
  • We waive restocking fees for all returned orders to deliver better service, but you are responsible for all return shipping costs and must ship items back to our designated return warehouse.



If you purchased your order using free-shipping discount codes and later proceed with a return, the original outbound shipping cost covered by our free shipping promotion will be deducted from your final refund amount.

  • We have designated return warehouses located in the United States, the United Kingdom, Germany, Hong Kong and Australia. Please contact our support team to confirm the correct return address before sending back items for exchange or refund.
  • We strongly recommend selecting a trackable courier service for your return shipment to prevent package loss. Refunds or exchange arrangements will only be arranged after we successfully receive and inspect your returned parcel.


6. Are there any products that cannot be returned or exchanged?

The product categories listed below are non-refundable and non-exchangeable, except when proven to have manufacturing quality defects:

  • Customised & personalised made-to-order items
  • Toiletries
  • Clearance sale goods and free samples


7. How long does it take to process returns?

  • After we receive your returned package, please allow up to 7 business days for inspection, refund issuance or exchange arrangement.
  • Transit lead time for exchanged replacement items varies depending on your delivery region.


Additional Order Notice

If your selected size runs out of stock after you place the order, our team will contact you via email or WhatsApp to confirm your new size selection. If we receive no reply from you within 7 calendar days, your order will be automatically cancelled, and the full payment will be refunded to your original payment account.