1. GENERAL
1.1. At Mineola, we are committed to providing the highest quality workmanship. Whilst we hope you are delighted with your order; we do not offer any return or exchange under normal conditions.
1.2. "Normal conditions" typically refer to situations where the product is delivered as described, without defects or errors in workmanship, and meets the quality standards set by Mineola. In such cases, Mineola does not offer returns or exchanges.
2. DEFECTIVE PRODUCTS
2.1. At Mineola, we prioritize quality assurance. Our quality checks include thorough inspections during manufacturing and packaging stages. We employ skilled professionals who meticulously examine each product for any flaws or damages.
2.2. Notification of Defect:
If you receive a product with defects, kindly notify us within 48 hours of receiving the item. Please contact our customer service team through +92 322 8265888 or sales@mineolaatelier.com, and provide the following:
- Order number or reference
- Description of the defect
- Clear photos or videos showing the defect
- Any other relevant details or documentation
2.3. Return Process:
We will guide you through the return process to our address in Pakistan. All shipping and customs charges associated with the return are to be covered by the customer. Once received, we'll assess the defect and offer a resolution, which may include replacement, store credit, or refund (if eligible).
2.4. Thorough Investigation:
Upon receiving the defective product, we will conduct a comprehensive investigation, including visual inspections and documentation review, to determine the appropriate resolution.
2.5. Refund or Replacement:
Refunds are issued only in exceptional cases, at the discretion of the brand. Generally, we do not accept exchanges or refunds except in cases of verified defects.
3. CANCELLATION POLICY
3.1. Eligibility:
Customers can initiate a cancellation request within 24 hours of placing their order. After this timeframe, requests may not be accommodated as orders move into processing. If the window has elapsed, all associated costs must be borne by the customer.
3.2. Timeframe:
To cancel an order, please contact our customer service team immediately with your order number within the 24-hour window.
3.3. Refund Process:
If a cancellation is approved, refunds will be issued in the form of **store credit** of the same value. This store credit is valid for the online store only and must be used within 1 month. Processing takes 7-14 business days.
3.4. Exceptions:
The following items are exempt from cancellation:
- Final sale items marked as non-returnable.
- Personalized or custom-made products where production has started.
3.5. Procedure:
To initiate a request, contact our support team at +92 322 8265888 or sales@mineolaatelier.com.
3.6. Communication:
Customers will receive a notification via email and/or SMS confirming the status of their cancellation request.
