Refund policy

Return Policy

At Ministro Furniture, we are committed to providing a smooth and fair return process for our customers. However, to prevent misuse, we’ve established the following guidelines for returns. Please read carefully before initiating a return.

General Returns

We offer returns within 20 days of receiving your item if you are not completely satisfied. Please note the following requirements:

  1. Item Condition:

    • Item(s) must be brand new, uninstalled, non-assembled, and unused.
    • All original tags, parts, and original packaging must be intact and included. Missing components or damaged packaging will void the return.

  2. Return Process:

    • To begin a return, authorization is required. Please contact customer service before returning any items.
    • Keep all original packaging and wrapping materials. Items must be repacked in the same way they were received to meet carrier requirements. For large items, a pallet may be required, which you will need to arrange.
    • You are responsible for return shipping costs unless the item is faulty or damaged upon arrival.
    • Prepaid return shipping labels may be provided in certain regions. If not, you must arrange and pay for return shipping.
    • Service fees for delivery options like doorway drop-off, room-of-choice drop-off, or white glove delivery are non-refundable.

  3. Non-Returnable Items:

    • Clearance, customized, or non-returnable items listed on the product page.
    • Assembled or disassembled products.
    • Items without original packaging or those with serious damage to the packaging.
    • Products marked as “Non-Returnable” on the product page.

  4. Unauthorized Returns:

    • Any item returned without prior authorization will be rejected, and no refund will be processed.

  5. Refund Process:

    • Once the return is received and inspected, your refund will be processed. Refunds will be issued to the original payment method.
    • Restocking fees may apply in certain situations if the item is returned without meeting the stated requirements.

Faulty or Damaged Products

If you receive an item that is damaged, defective, or missing parts, we’ll be happy to assist you with a return or replacement. Please follow these steps:

  1. Immediate Notification:

    • Inspect your purchase immediately upon receipt. If there is an issue, contact customer service within 24 hours of delivery. We will not process claims for damage or defects after 24 hours of receipt.

  2. Types of Issues:

    • Items not working (e.g., lights not functioning when fitted)
    • Leaking faucets after installation
    • Damage to furniture or other items after unboxing

  3. Evidence:

    • You must provide clear, high-quality photos or videos showing the product, its condition, the packaging, and any visible damage or defect. This helps us process your claim quickly and accurately.
    • In some cases, we may request a full-view video showing the item’s condition.

  4. Return Eligibility:

    • All issues must be reported within 20 days of receipt to ensure timely resolution.
    • Returns or exchanges for damaged/faulty items are free of charge if authorized.

  5. Unauthorized Repair:

    • Please note that unauthorized handyman services will void warranty and returns. We do not cover the repair costs if unauthorized services have been hired to fix the issue.

Important Notes

  • Delivery Time: The 20-day return policy is based on the delivery date as shown on the carrier’s website, not the order date. Returns initiated after 30 days from delivery may not be accepted.
  • No Returns After 20 Days: After the 20-day return window, we cannot accept returns, and returns for damaged or faulty items will not be processed unless reported within the 20-day window.

Preventing Return Policy Abuse

To maintain fairness, we reserve the right to reject returns that appear to be misused, fraudulent, or improperly executed. Items returned under the following conditions will not be accepted:

  • The product has been used, altered, or damaged.
  • The product is returned without authorization.
  • The product is missing parts or is returned with incomplete packaging.

By following this return policy, we ensure a fair process for all our customers while protecting against misuse. Thank you for shopping with us!

When you receive a damaged item, here’s what you should do:

  1. Sign "Damaged" on Proof of Delivery: If the item is delivered by truck, sign the proof of delivery with the word "damaged" to document the condition upon arrival.

  2. Inspect Your Purchase: As soon as you receive your item, carefully check it for any missing parts, faults, damage, or incorrect items.

  3. Keep the Original Packaging: Retain the original packaging, as it’s necessary for the process of reporting and resolving the issue.

  4. Notify Customer Service: Contact customer service within 24 hours of receiving the item if there are any issues, such as:

    • Non-working lights after installation
    • Leaking faucets when installed
    • Furniture damage after unboxing

  5. Provide Evidence: When you contact customer service, take pictures or a quick video showing the problem. Make sure to capture the product, the packaging, and any visible labels on the outside. This will help speed up the resolution process.

  6. Notify Within 20 Days: Report any issues within 20 days of receiving the item. After 20 days, resolving after-sales inquiries may be difficult due to factors beyond the time frame.

  7. Avoid Unauthorized Handyman Services: Please note that we do not cover repair fees if unauthorized handyman services were used.

By following these steps, you can ensure a smoother process in resolving any issues with your product.