Refund and Returns Policy

Refund and Returns Policy

Last updated 19 October 2026

We want you to be happy with your order. If you are not, you can return it. This policy applies to every order placed on minalida.com with Minalida, 13 Freeland Park, Poole BH16 6FH, United Kingdom.

The short version

• Return any rug or clothing item within 31 days of delivery, for any reason.
• Returns are free: we email you a prepaid return label. There is no restocking fee.
• You get a full refund to your original payment method, usually within 4 to 10 business days of the item reaching us.
• Orders placed between 15 December and 2 January can be returned until 35 days after delivery.

How to return

1. Email contact@minalida.com with your order number and let us know whether you want a refund or an exchange. We reply within one business day with a prepaid return label.
2. Roll a rug in its original sleeve, or fold clothing into its mailer bag or any bag or box that protects it. Include a note with your order number.
3. Attach the label and drop the parcel at the carrier named on the label. Keep the drop-off receipt until the refund arrives.

Condition of returns

Rugs should be clean and in good condition; normal signs of having been unrolled and placed on the floor are fine. Clothing should be unworn and unwashed, free of marks, odours and pet hair; trying it on at home is fine. We may reduce the refund if an item comes back stained, cut, worn or damaged beyond ordinary handling; we will always tell you first.

Exchanges

If you would prefer a different design or size (including a different clothing size), tell us when you email. We start printing the replacement as soon as the return is on its way, and we cover the shipping both ways. Any price difference is charged or refunded to your original payment method.

Damaged, defective or wrong items

Email us within 7 days of delivery with photos of the item and its packaging. We reprint and reship free of charge, or refund you in full, whichever you prefer. You do not need to return a damaged item unless we ask you to.

Refund timing

We issue the refund within 2 business days of receiving the return. Stripe, our payment processor, then returns the money to your card, Apple Pay, Google Pay, Klarna or Afterpay account; banks typically take 4 to 10 business days to show it. If you have not seen it after 10 business days, email us and we will send the refund confirmation from Stripe.

Cancelling before dispatch

Changed your mind straight after ordering? See the Cancellation Policy: orders can be cancelled free within 24 hours.

Disputes

If anything about your order is wrong, please contact us before opening a dispute with your bank. We resolve almost every problem within a business day, and a direct refund reaches you faster than a chargeback.

Your statutory rights

Nothing in this policy limits your rights under the UK Consumer Rights Act 2015 or, for US customers, the consumer protection laws of your state.

Contact

Email contact@minalida.com or call +44 1632 276517, Monday to Friday, 9am to 5pm UK time.