Returns Policy
1. Scope
This Refund and Returns Policy applies strictly to all purchases executed through the Minimalmug website by customers located within European markets. Nothing within this Policy limits, restricts, or excludes any statutory legal rights available to consumers under applicable regional consumer protection legislation.
2. Order Processing and Delivery Timelines
Orders are processed securely within 1 to 3 business days following successful order confirmation. Business days strictly exclude weekends and national public holidays observed in New Zealand.
For deliveries dispatched to European destinations, the estimated delivery period is 5 to 8 business days post-dispatch. Minimalmug collaborates with premier international courier networks, utilising expedited priority services operated by DHL, FedEx, and UPS where appropriate for the destination and optimal operational security.
Customers automatically receive real-time tracking notifications via email using the specific email address provided during checkout when significant logistics milestones occur, encompassing:
- Dispatch of the order from our facility;
- Arrival at regional transit and customs logistics facilities;
- Local delivery updates;
- Final delivery completion.
Where a shipment significantly exceeds the standard delivery timeframe, Minimalmug will immediately initiate an official administrative investigation with the relevant carrier. Upon formal completion of the carrier investigation, a definitive resolution will be provided to ensure full transaction protection, encompassing either a complimentary replacement order or a full financial refund.
3. Statutory Right of Withdrawal (European Markets)
Customers residing within jurisdictions where statutory cooling-off rights apply possess the legal right to withdraw from their purchase within 14 days from the date on which the customer, or a designated third party identified by the customer to receive the goods, takes physical possession of the order without providing a reason.
To exercise this right of withdrawal, customers must formally notify Minimalmug via email prior to the expiration of the 14-day withdrawal period. Returned products must be dispatched back to our designated facility without undue delay following the notification of withdrawal and in strict accordance with the return instructions provided by our customer support team.
4. Return Address and Co-ordination
Where a physical return is required under this policy, customers located within Europe should return products to the following official facility:
- Minimalmug Returns
- Address: Level 1, 1 Jervois Road, Ponsonby, Auckland 1011, New Zealand
Customers are required to contact customer support before arranging a return shipment so that appropriate, secure routing instructions and return tracking protocols may be formally provided.
5. Damaged or Defective Products
If a ceramic product arrives damaged in transit or contains a clear manufacturing defect upon delivery, customers must contact customer support via email immediately and provide clear photographs showing the condition of the affected item and its outer packaging.
Following a swift verification of the submitted evidence, a complete remedy will be provided, including a complimentary replacement item or a full financial refund. Where the provided photographic evidence is deemed sufficient for verification, the physical return of the broken or damaged ceramic item is not required.
6. Refund Processing and Financial Clearance
All approved refunds are processed directly back to the original payment method utilized for the initial purchase, unless otherwise required by applicable law. Refunds will be returned through the respective payment network originally deployed for the order:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Supported digital wallet payment methods available at checkout.
The exact timeframe required for the funds to clear and appear on your financial statement depends entirely on the internal processing clearing cycles of your financial institution or card issuer.
7. Circumstances Affecting Refund Eligibility
In strict adherence to applicable consumer legislation, refund requests are subject to specific compliance reviews where:
- The statutory 14-day withdrawal period has fully expired;
- The product has been handled or utilized beyond what is reasonably necessary to establish its nature, characteristics, and baseline functionality (in line with diminished value regulations);
- Core technical information or photographic evidence required to assess a damaged or defective item has not been provided upon request.
The final assessment of refund eligibility will be carried out objectively and in full accordance with applicable statutory consumer protection frameworks.
8. Contact Information
For inquiries regarding returns, withdrawal processing, or refund updates, please contact us directly:
- Brand Name: Minimalmug
- Company Legal Entity: GIDON BING CERAMICS LIMITED
- Official Website: www.minimalmug.com
- Customer Support Email: ceramic@minimalmug.com
- Contact Telephone: +64 9 360 1502
- Registered Office Address: Level 1, 1 Jervois Road, Ponsonby, Auckland 1011, New Zealand
- Warehouse & Fulfilment Address: Level 1, 1 Jervois Road, Ponsonby, Auckland 1011, New Zealand