Refund policy

At MINE SPIRIT, we are committed to your satisfaction. We stand behind the quality of our products and will work with you to resolve any issues.

1. Refund policy

Refund Window: 30 days from delivery date

You may be eligible for a refund or replacement if:

  • Your item is defective or damaged
  • You received the wrong item or variant
  • Your order was lost in transit (carrier-confirmed)
  • Your package was undeliverable due to carrier error

Important: Refund requests must be submitted within 30 days of the delivery date shown on tracking. After 30 days, we can no longer offer support for your claim.

2. Return policy

IMPORTANT: We do NOT accept physical returns for change of mind, sizing issues, or subjective reasons.

Returns are ONLY accepted in the following cases:

✅ Undeliverable packages:

  • Package returned to us as "Return to Sender"
  • Incorrect/insufficient address (carrier-confirmed)
  • Refused delivery or unclaimed package
  • Customs issues preventing delivery

✅ Wrong item shipped (our error):

  • We sent the wrong product, variant, color, or size
  • Must be reported within 7 days of delivery
  • Return shipping paid by MINE SPIRIT

In these cases, you must contact us at support@minespirit.com before the item is returned. Items sent back without prior authorization will not be accepted.

❌ We do NOT accept returns for:

  • Change of mind or buyer's remorse
  • Subjective reasons ("energy doesn't feel right," personal preference)
  • Customer ordered wrong size/variant
  • Damage caused by customers (improper care, accidents)
  • Items past 30-day window

3. How to request a refund or replacement

If you believe you are eligible for a refund or replacement, please contact us within 30 days of delivery:

Required information & documentation:

  • ✅ Your order number
  • ✅ Reason for refund / replacement request
  • ✅ Photo of the shipping label
  • ✅ Clear photos of ALL items received, including a full view of the product(s), a close-up of any defects, damage or quality issues, and the packaging condition
  • ✅ Unboxing video (strongly recommended for faster processing of damage or quality claims)

Our customer service team will review your request within 24–48 hours and provide further instructions.

⚠️ IMPORTANT: Items sent back without first contacting customer service will NOT be accepted or refunded.

4. Damaged or defective items

We take pride in our craftsmanship and quality control. However, if you receive a defective or damaged item, we will make it right.

Eligible for refund or free replacement (within 30 days):

  • ✅ Defects & quality issues: Material or craftsmanship defects upon arrival (e.g. broken clasps, loose settings, damaged decor/wellness items).
  • ✅ Incorrect orders: Received the wrong item, variant, or missing parts from a set/box.
  • ✅ Damaged in transit: Items arrived broken or cracked (must be reported with photos/video).

Not covered:

  • ❌ Requests made after 30 days from delivery.
  • ❌ Damage from accidents, drops, improper care, chemicals, or normal wear and tear.
  • ❌ Change of mind, personal preference, or customer error when selecting size/variant.
  • ❌ Items altered or repaired after delivery.
  • ❌ Failed delivery due to incorrect addresses provided at checkout, unclaimed packages, or unpaid customs fees.

5. Lost or undelivered packages

We partner with reliable carriers to ensure safe delivery. However, if any issues arise during transit, here is how we handle them:

Covered by MINE SPIRIT (refund or free replacement):

  • ✅ Stalled tracking: No updates for 3+ consecutive days (we will investigate with the carrier).
  • ✅ Lost in transit: Package officially confirmed lost by the carrier before delivery.
  • ✅ Carrier error: Delivery failure or return caused directly by carrier mistake.

Customer responsibility:

  • ❌ Marked "Delivered" but missing: If tracking shows delivered to your correct address, please file a claim directly with the carrier.
  • ❌ Delivery failures due to customer error: Incorrect address, refused delivery, unpaid customs duties, or unclaimed packages.

Note on returns: If a package is returned to us due to customer error, original shipping fees are non-refundable, and the customer is responsible for return/reshipping costs.

6. Refund processing time

Once approved, your refund will be processed by MINE SPIRIT within 3–5 business days.

Refunds are credited back to your original payment method:

  • 💳 Credit / Debit Card: 5–10 business days
  • 💰 PayPal: 3–7 business days
  • 🏦 Other methods: 5–10 business days

📧 You will receive an email notification as soon as your refund is issued.

Note: Additional processing time depends on your financial institution. If you haven't received your credit after the timeframe above, please contact your payment provider directly.

7. Replacement process

If you are eligible for a replacement instead of a refund:

  • Submit request: Email support@minespirit.com with evidence for approval.
  • Dispatch: Replacement ships within 2–5 business days with tracking sent via email.
  • Returns: We will provide a prepaid shipping label if returning the original item is required.

If out of stock: Choose an item of equal value, store credit, or a full refund.

8. Non-refundable items & fees

The following costs and situations are non-refundable:

  • ❌ Shipping fees (unless due to our error or defective items)
  • ❌ Return shipping costs (customer responsibility, unless item was defective/wrong)
  • ❌ Customs duties, taxes, or import fees
  • ❌ Items damaged by misuse, improper care, or negligence
  • ❌ Requests made after the 30-day window

9. Exchanges

We do not offer direct exchanges. If you would like a different size, color, or variant:

  • Request a return/refund for the original item (if eligible).
  • Place a new order for the desired item.

This ensures faster processing and guarantees item availability.

10. Final sale items

Items marked as "Final Sale" or bought during special promotions are non-refundable.

Exceptions: Final Sale items are eligible for a refund or replacement only if:

  • The item arrives defective or damaged
  • We shipped the wrong item

11. Cancellations

Order cancellations or modifications are only available within 2 hours of placement.

Because each item is handcrafted and customized specifically to your order, production begins shortly after purchase.

To cancel your order:

ℹ️ Note: After 2 hours, your order enters production and fulfillment, so it cannot be canceled or modified.

12. Contact & support

For refund requests, questions, or concerns:

Response Time: We aim to respond within 24 hours during business days. Please include your order number in all correspondence.

13. Our commitment to quality

Every MINE SPIRIT creation is:

  • ✨ Mindfully crafted & curated: Made with traditional techniques or carefully selected for high quality.
  • ✨ Thoroughly inspected: Quality-checked before packaging to meet our standards.
  • ✨ Safely packaged: Prepared with care to ensure secure delivery to your doorstep.

We stand behind the quality of our collection and are dedicated to providing you with an exceptional experience. Your satisfaction is always our top priority.

14. Policy updates

We reserve the right to update this Return and Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date.

By placing an order with MINE SPIRIT, you acknowledge and agree to this Return and Refund Policy.

Dispute resolution

If you have a concern about your order, please contact us first at support@minespirit.com before filing a chargeback or payment dispute with your bank.

We are committed to resolving all issues fairly and promptly. Most concerns can be resolved through direct communication with our customer service team.

Filing a chargeback without contacting us first may result in:

  • Delayed resolution

We value your business and want to ensure your complete satisfaction.

Thank you for choosing MINE SPIRIT.