Refund policy

Return & Exchange Policy

1. 3-Day Inspection Period

Each Minanour gown is a unique piece of handcrafted art.

Please contact our support team within 3 calendar days of receiving your package to initiate any claim:

Email: customer-service@minanour.com

WhatsApp: +86 15821830282

2. Final Sale & Replacement Policy

All luxury garments are categorized as Final Sale. Refunds are generally not available once an order has been shipped or entered into production.

This policy applies regardless of personal circumstances, including but not limited to:

  • Personal preference (e.g. the item does not look as expected when worn)

  • Incorrect size selection by the customer

  • Event date changes

  • Event cancellations

  • Shipping delays caused by carriers, customs authorities, or other third parties

If a verified significant manufacturing issue is proven (such as a size deviation materially exceeding the normal tolerance range, generally greater than 3cm), we provide a Replacement Service.

Measurements may vary slightly due to manual production methods and measuring techniques. Minor variations within the normal tolerance range are not considered manufacturing defects.

To be eligible for any authorized exchange or replacement request, items must be:

  • Unworn

  • Unwashed

  • In original packaging

  • With all tags attached

  • Accompanied by proof of purchase

Removing any security tag, altering the garment, washing the item, or otherwise modifying the product voids eligibility for exchange or replacement.

Once a return or exchange request has been approved and a return address has been provided, the customer must ship the item and provide a valid tracking number within 10 business days. Failure to do so may result in the request being automatically closed.

3. Shipping Fees (Non-Refundable)

Original Shipping Fee

The shipping fee paid at checkout is a service fee consumed by the carrier (DHL, FedEx, UPS, USPS, Aramex, or other logistics providers). Once dispatched, this fee is non-refundable.

Exchange Shipping Fee

For any approved replacement or exchange, the customer must pay a flat $50 USD international re-shipping fee.

Return Shipping Fee

All authorized returns must be shipped to our designated return facility in China at the customer's expense, including all applicable import duties, taxes, customs fees, and related charges.

4. Quality Disclaimer

Minor loss of beads, sequins, crystals, embellishments, or loose threads is a natural characteristic of handmade luxury garments and is not considered a defect.

Due to the delicate craftsmanship of each gown and the nature of international transportation, minor cosmetic variations or slight bead/sequin loss during transit may occur and are considered normal characteristics rather than quality issues.

5. Shipping & Delivery Responsibility

Delivery dates are estimates only. We are not responsible for delays caused by customs clearance, shipping carriers, weather conditions, or other events beyond our reasonable control.

Customer Information

Customers are responsible for providing complete and accurate shipping information, including:

  • Recipient name

  • Shipping address

  • Phone number

  • Email address

We are not liable for delivery issues, delays, failed delivery attempts, or returned shipments resulting from inaccurate, incomplete, or outdated information provided by the customer.

Customs & Import Duties

Recipients are responsible for cooperating with the carrier regarding delivery arrangements, customs clearance procedures, and any required documentation.

Customers are also responsible for any applicable:

  • Import duties

  • Taxes

  • Customs fees

  • Clearance charges

imposed by their local authorities.

If a shipment is delayed, returned, abandoned, destroyed, or otherwise affected because the customer:

  • Refuses to pay applicable duties or taxes

  • Fails to provide requested customs documentation

  • Cannot be reached by the carrier

  • Refuses delivery

  • Fails to collect the package within the carrier's required timeframe

such circumstances are considered outside our responsibility and do not qualify for a refund.

Direct Signature Confirmation

For security purposes, certain shipments may require Direct Signature Confirmation upon delivery.

If the customer requests the carrier to:

  • Waive the signature requirement

  • Authorize delivery without signature

  • Redirect the parcel to an unsecured location

  • Provide alternative delivery instructions

the customer assumes responsibility for any loss, theft, damage, or missing package claims occurring after delivery has been completed by the carrier.

6. Chargeback & Dispute Resolution

We encourage customers to contact our customer service team first so that any issue can be resolved promptly and fairly.

For payment disputes, chargebacks, or claims submitted to a payment processor or issuing bank, we may provide supporting documentation including:

  • Signed Proof of Delivery (POD)

  • Carrier tracking, shipment, and delivery records

  • Customs clearance records and shipping documentation (where applicable)

  • Pre-shipping Quality Control photos and videos

  • Order records and checkout information

  • Customer communication history

  • Confirmation of acceptance of these Terms and Policies at checkout