Refund policy
Refund Policy
Effective date: 23 October 2026
We want you to be satisfied with your MINROON purchase. This policy explains how to request a return, replacement, or refund for items purchased from minroon.com.
1. Return window
You may request a return within 30 days after your order is delivered. Requests made after this period may not be accepted.
2. Return eligibility
To qualify for a return, the item must be unworn, unused, undamaged, and returned with its original tags, packaging, and proof of purchase. For hygiene and quality-control reasons, items showing signs of wear, alteration, perfume, cosmetic residue, or customer-caused damage may be refused.
Natural stones and freshwater pearls may vary in colour, pattern, clarity, inclusions, shape, and dimensions. These natural variations are not defects.
Customized, engraved, resized, or otherwise personalized items cannot be returned unless they arrive damaged, defective, or different from the item ordered.
3. How to request a return
Email sales@minroon.com before sending any item. Include your order number, the item you wish to return, the reason for the request, and clear photographs when the item is damaged, defective, or incorrect.
If your request is approved, customer service will provide the correct return instructions and return address. Do not send returns to our UK registered office. Items sent without prior approval may not be accepted.
4. Damaged, defective, or incorrect items
Please inspect your order after delivery and contact us promptly if an item is damaged, defective, or incorrect. Once verified, we will arrange an appropriate replacement or refund. MINROON will cover reasonable return shipping costs when the return results from our error or a verified product defect.
5. Change-of-mind returns
For an approved return based on personal preference, size, colour, or ordering the wrong item, the customer is responsible for return shipping costs. We do not charge a separate handling or restocking fee. Original shipping charges, if any, are not refundable unless required by applicable law.
6. Exchanges
Direct exchanges are not available for international orders. If you would like a different item, size, or style, please request a return for the original item and place a new order. This does not limit our responsibility to replace or refund a damaged, defective, or incorrect item.
7. Refunds
We will inspect the returned item and notify you whether the refund has been approved. Approved refunds are issued to the original payment method. We normally process the refund within 1–2 business days after approval, but your bank or card issuer may require additional time to post the funds to your account.
8. Order cancellations
Contact sales@minroon.com as soon as possible if you need to cancel an order. We cannot guarantee cancellation after an order has been prepared or dispatched. Once dispatched, the standard return process applies.
9. Contact
Email: sales@minroon.com
International customer service (Hong Kong): +852 59368558
Service hours: 8:00 AM–6:00 PM Hong Kong time, Monday to Friday.
MINROON is operated by TIMELYWHALETRADE LTD, company number 16562643. Registered office: Office 15413, Initial Business Centre, Unit 7 Wilson Business Park, Manchester, England, M40 8WN. Orders are fulfilled and dispatched from Hong Kong. The registered office is not a return address.