Refund policy
Last updated: August 12, 2026
At Mina-Lou, we want you to love your purchase. If for any reason you are not completely satisfied with your order, you may be eligible to return your item in accordance with this Return & Refund Policy.
We ship orders internationally. Please note that return procedures, shipping costs, customs duties, taxes, and consumer rights may vary depending on the destination country.
1. Returns
You may request a return within 14 days of receiving your order, unless a longer period is required by the applicable laws of your country.
To be eligible for a return, the item must:
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Be unworn and unused.
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Be in its original condition.
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Have all original tags and labels attached.
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Be free from stains, odors, makeup, perfume, washing, or other signs of use.
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Be returned in its original packaging where reasonably possible.
Items that have been damaged or worn after delivery may not be eligible for a return.
Nothing in this policy affects any mandatory consumer rights that apply to you under the laws of your country.
2. How to Request a Return
To request a return, contact us at:
Email: ecomminalou@gmail.com
Please include:
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Your full name
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Order number
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The product(s) you wish to return
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The reason for your return, if applicable
Please wait for our return instructions before sending your package.
Do not send your return to the sender address on your original parcel unless we have specifically instructed you to do so.
3. Return Shipping Costs
For customers exercising their right to return an unwanted item, the customer is generally responsible for the return shipping costs, unless otherwise required by applicable law or the item is defective, damaged, or incorrect.
For international returns, return shipping costs may be higher than the original shipping cost.
We recommend using a tracked shipping service when returning an item, as we cannot be responsible for returns that are lost in transit before they reach us.
4. International Returns
If you are returning an order from outside Belgium, you are responsible for ensuring that the package is properly prepared and, where applicable, correctly declared for customs purposes.
Any customs duties, import taxes, brokerage fees, or other charges incurred when returning an item may be the responsibility of the customer unless the return is due to an error on our part or applicable law requires otherwise.
Please contact us before shipping an international return if you are unsure about the required customs documentation.
5. Refunds
Once we receive and inspect your returned item, we will determine whether it meets the return requirements.
If the return is approved, we will issue a refund to the original payment method.
For eligible returns, we will refund the purchase price of the returned item.
Where required by applicable consumer law, we will also refund the applicable original standard shipping cost.
Additional costs paid for express, premium, or upgraded shipping are generally non-refundable unless required by applicable law.
6. Refund Processing Time
Once your return has been approved, we will process your refund as soon as reasonably possible.
Depending on your bank, card issuer, or payment provider, it may take several business days for the refund to appear in your account.
For international transactions, exchange-rate fluctuations may mean that the amount received in your local currency differs slightly from the original amount charged.
We are not responsible for losses caused by currency exchange-rate fluctuations unless required by applicable law.
7. Duties, Taxes, and Customs Fees
For international orders, customers may be responsible for customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country, depending on the shipping method and destination.
These charges are determined by the relevant customs or tax authorities and are outside our control.
If an order is refused or abandoned because the recipient does not pay applicable customs duties, taxes, or fees, any resulting return shipping costs or other charges may be deducted from the refund where permitted by applicable law.
8. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at:
Please provide:
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Your order number
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A description of the issue
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Clear photographs of the product
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Photographs of the packaging, where applicable
If the issue is confirmed to be our responsibility, we will work with you to provide an appropriate solution, which may include a replacement, refund, or other remedy required by applicable law.
You will not be responsible for reasonable return costs where applicable law requires us to cover them.
9. Exchanges
We may offer exchanges depending on product availability.
If you require a different size or color, please contact us at:
If the requested item is unavailable, we may instead provide a refund for the returned item and you may place a new order.
For international exchanges, additional shipping, customs, or tax charges may apply.
10. Sale Items
Sale items and promotional products are eligible for returns unless otherwise stated on the product page or at checkout.
However, your statutory consumer rights remain unaffected by any sale or promotional offer.
11. Non-Returnable Items
Where permitted by applicable law, the following items may not be eligible for return:
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Personalized or custom-made products;
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Products made specifically according to your specifications;
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Sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken.
This does not affect your legal rights concerning defective, damaged, or non-conforming products.
12. Incorrect or Incomplete Shipping Information
Please carefully check your shipping information before placing your order.
If an order cannot be delivered because an incorrect or incomplete address was provided, additional shipping costs may apply if the order needs to be reshipped.
If the package is returned to us because of an incorrect address, refusal of delivery, or failure to collect the package, we may deduct reasonable return shipping or handling costs from any refund where permitted by applicable law.
13. Right of Withdrawal for EU/EEA Customers
If you are a consumer located in the European Union or European Economic Area, you generally have a legal right to withdraw from your purchase within 14 days without providing a reason.
The withdrawal period normally begins on the day you, or a third party designated by you other than the carrier, receives the goods.
To exercise this right, you must clearly inform us of your decision to withdraw before the applicable withdrawal period expires.
You may contact us at:
If you validly exercise your right of withdrawal, we will process your refund in accordance with applicable EU consumer protection laws.
14. Consumer Rights
Nothing in this Return & Refund Policy is intended to limit, exclude, or replace any mandatory consumer rights that apply to you under the laws of your country.
If your product is defective, damaged, or does not conform to the contract, you may have additional legal rights depending on your location.
Where local law provides stronger consumer protection than this policy, the applicable local law will prevail.
15. Contact Us
For any questions regarding returns, refunds, exchanges, or international orders, please contact:
Mina-Lou
Email: ecomminalou@gmail.com
We are happy to assist you with your return and will provide you with the appropriate instructions based on your order and location.