MinHneeUpdated 25 September 2026 · Version 2026-09-25.1
Returns and refunds
How to cancel, return an item free of charge or resolve a problem with a MinHnee order.
14 days to return
You may return any eligible item within 14 days of the day you receive it, for a refund or an exchange, provided it is in the same condition as when you received it: unused, with its tags, accessories and packaging where possible. This includes jewellery and watches. A missing outer shipping box alone does not remove your right.
These items cannot be returned just because you changed your mind: (a) items made or personalised to your specification, such as engraving a name you choose, but only if the product page says so before you pay; (b) items that have been used or worn; (c) perishable items or items that expire soon. Choosing an available size or colour does not make an item personalised. Earrings and sealed care products can be returned if unworn or unopened with the hygiene seal intact.
Returns are free
Returning an eligible item costs you nothing: no return-delivery fee, no restocking fee and no deduction. We arrange collection with the store, or the store gives you its return address and bears the cost. If anything in the platform baseline above seems to allow a return charge, this free-returns commitment applies.
How to ask for a return
Open your order’s help conversation and ask for a return, or email support@minhnee.com with your order number, before the 14 days end. Your request counts from when you send it, even if collection happens later.
Include the store, the items and quantities, the delivery date and what you would like us to do. Photos can help with damage or a wrong item, but an unboxing video is not a general requirement. Keep the item somewhere safe and wait for a confirmed return address or collection arrangement.
Guests can use the support conversation while their saved order access remains available. If access is lost, email us so we can establish an appropriate ownership check. Do not send passwords, banking codes, card details or an unnecessary identity-document copy.
Your refund
Once the store receives the item, or proof that you handed it over, you get back the full price of the items you returned, and the delivery fee you paid when you return the whole order. It goes to your original payment method, or another method you expressly agree to. We never force store credit. Your bank may take a few days to show it.
A request, its submission to the payment provider and the provider’s confirmed refund are different stages. If a refund has not arrived, contact us with its reference; an estimate does not extend a mandatory deadline. Commission or reimbursement disputes between MinHnee and the store never hold up your refund.
Faulty, wrong, damaged or not as described
Faulty, wrong, damaged or not-as-described items are always covered, even if personalised or after 14 days. The store repairs, replaces or refunds at its own cost under your legal warranty rights.
Tell us when you discover a fault, wrong item or missing part, and do not use an item that appears unsafe. We review the order and the evidence and coordinate the remedy the law requires. A listing marked non-returnable does not remove defect or warranty rights.
Resolving a conversation is separate from approving a return, receiving returned goods and completing a refund. A delivery-complete status does not prove an item was correct or fault-free.
Cancelling and late delivery
You can cancel before delivery at no cost if the store has not started preparing your order. After preparation starts, only the documented actual cost may be deducted, with no other fees. Ask as early as possible; a payment being taken does not by itself show that preparation has started.
If delivery is so late that the item is no longer useful to you, you may cancel for a full refund. If a paid order is rejected or cannot be fulfilled, you receive the full amount back, including delivery.
Complaints
We reply to your complaint within 48 hours, and where a refund or compensation is due, you receive it within 7 working days. MinHnee is the guarantor of your order. You can contact the Ministry of Commerce and Industry on 135 at any time, or ask us for a reasoned review of our decision.
Full platform policy text MINHNEE-KW-2026-09-25.1
MinHnee platform delivery and returns policy. The merchant identified in your order is responsible for the goods and fulfilment. Delivery for accepted Kuwait checkout addresses must be completed within three business days after payment confirmation. The applicable merchant delivery fee is shown in the quote before payment. Delivery is free when the merchant’s applicable delivery fee is zero. Business days are Sunday to Thursday in Kuwait; the checkout shows the dated delivery window. There is no universal same-day promise. A merchant must not accept an order it cannot fulfil within that window or add a delivery charge afterwards. Eligible change-of-mind returns may be requested within 14 calendar days from receipt, with the goods unused, complete and in their original condition. A clearly disclosed personalised or made-to-order exclusion applies only where lawful and only to change-of-mind returns; it never removes rights for defective, wrong, damaged or misdescribed goods. The merchant pays return costs for defective, wrong, damaged or misdescribed goods. Eligible returns requested within 14 days of receipt are free of charge to the customer; the merchant bears the return cost. Report a delivery or product issue through order support. Opening a request does not itself confirm a refund; approved refunds use the original payment method where supported, and provider processing times are disclosed separately. Statutory consumer rights and any more favourable agreed rights remain unaffected. This is MinHnee’s contractual service baseline, not a claim that every category has the same statutory return period. Customer acknowledgement is separate from optional marketing consent. Merchant adoption is required before paid activation; this policy text is not evidence that any merchant has signed or accepted it.