Refund policy

Customer Care · India

We want every Minaki moment to feel special. If something is not quite right, our care team is here to guide you.

Thank you for shopping with Minaki. Jewellery is a personal choice, so we review each request carefully to protect craftsmanship, hygiene, and the experience you deserve. The steps below help us help you quickly and fairly.

How we can support you

Situation How we support you Good to know
Eligible Ready to Ship change of preference Minaki store credit after a successful quality review Available within 7 days of delivery when checklist items are complete
Verified quality concern, transit damage, or incorrect item Replacement or refund to the original payment method when eligible Please start within 24 hours of delivery with a continuous unboxing video
Sale, coupon, gift-with-purchase, or promotional orders Quality support for verified defects These orders are final for change of preference
Earrings Quality support for verified defects Hygiene guidelines apply
Custom, personalised, engraved, or made to order Quality support for verified defects These pieces are crafted uniquely for you and are final for change of preference

Quality concern within 24 hours

If packaging looks disturbed, an item looks damaged, or something is missing or incorrect, please write to us within 24 hours of the delivery scan so we can prioritise your case.

  1. Keep the courier package in view and record one continuous unboxing video with sound on. Please avoid cuts or pauses. Show the shipping label, seal, invoice, box, authenticity card, and the piece from every side in the same recording.
  2. Add clear still photos: six angles of the piece, close detail of the concern, packaging, and invoice.
  3. Email info@minaki.shop with this subject line: CLAIM 24H · Order #YOURORDER.
  4. Include your order number, registered phone, delivery date, the video file or a link that stays active for 30 days, and all photos in the same email.

Our team can only open a quality case when this information arrives complete and on time. We appreciate your help keeping the process smooth for everyone.

Store credit for a change of preference

For eligible Ready to Ship pieces that are not on a promotional, earrings-hygiene, custom, or made-to-order path, you may request Minaki store credit within 7 days of the delivery scan.

  1. Email info@minaki.shop with subject: EXCHANGE CREDIT · Order #YOURORDER.
  2. Share order number, SKU, reason, six product photos, and photos of the unused piece with tags, authenticity card, dust bag, box, and invoice.
  3. Please wait for written approval before sending anything back. Parcels sent without approval may not be accepted.
  4. After approval, pack exactly as guided. Reverse shipping is arranged by the customer unless we confirm a Minaki quality fault.
  5. A care and restocking adjustment of 15% may apply when store credit is issued for a change of preference.
  6. When the piece reaches us, our quality team completes a gentle inspection. If the piece shows wear, perfume, alteration, missing parts, or incomplete packaging, we may be unable to issue credit.

Helpful checklist before you write to us

Checklist item Why it helps
Request sent in the correct window 24 hours for quality or wrong-item care; 7 days for store credit requests
Piece unused and unaltered Keeps jewellery safe and fair for the next wearer
Tags, authenticity card, dust bag, box, and invoice together Confirms the piece is complete as delivered
Continuous unboxing video for quality claims Lets us verify what arrived at your door
Order not on a final-sale path Sale, coupon, custom, MTO, and similar paths follow quality-only care

If any checklist item is missing, we may need to close the request and invite a fresh complete email.

How to reach Customer Care

Please start every formal request at info@minaki.shop. This keeps your order history, photos, and updates in one place.

  • WhatsApp, Instagram, and phone notes are wonderful for quick questions. A complete email is required to open an exchange or credit case.
  • One email thread per order works best. Please keep evidence together.
  • We may kindly ask for extra photos, a second video, name confirmation, or bank details when a verified quality refund is approved.
  • Complete emails are typically reviewed in 2 to 5 business days. Incomplete emails are paused until the missing pieces arrive.

Shipping, timelines, and credit

  • Change of preference returns: customer arranges reverse pickup or self-ship and keeps the courier receipt.
  • Verified Minaki quality fault: we arrange reverse logistics.
  • Store credit is issued after a successful quality review.
  • When a cash refund is approved for a verified Minaki fault, we return it to the original prepaid method when possible. COD orders may need bank details and a little extra time.

When we may be unable to proceed

To keep standards high for every customer, we may decline a request when:

  • There are signs of wear, perfume, makeup, water marks, bent posts, missing stones, or size changes.
  • The seal was opened without a continuous unboxing video for a quality claim.
  • A parcel arrives without prior written approval.
  • The request sits outside the stated care windows.
  • A promotional or gift set is returned incomplete when the full set is required.
  • Quality review does not pass.

Our quality team’s review is the final storefront decision for these requests.

Craftsmanship care

Manufacturing or plating concerns within about 90 days can be reviewed under our craftsmanship care path. Photos, order proof, and a short written intake still help us support you well. Everyday wear and mishandling are outside this path.

Questions before you order? Write to info@minaki.shop. Placing an order means you agree to this Customer Care policy. We look forward to taking care of you.