Returns & Refunds Policy

Last updated: 2026

Your right to return

You may return any unused item in its original packaging within 30 days of delivery for a refund of the product price. This policy is offered by MINISO GROUP LIMITED and is in addition to any statutory cancellation or refund rights you have as a consumer.

How to start a return

1. 1 Email support@minisotoys.com with your order number and the items you'd like to return. Do not ship anything back before you have contacted us.
2. 2 We confirm your return within 24 hours on business days and send you written return instructions together with the correct return address for your order.
3. 3 Send the parcel to the address we provide using a tracked service and keep the receipt until your refund is processed.
4. 4 Once we receive and inspect the items, your refund is issued to the original payment method within 5–10 business days.

Return address

The return address is issued in writing by our customer service team once you have contacted us and your return has been confirmed. This allows us to match your parcel to your order and route it to the correct warehouse. Parcels sent back without prior contact cannot be processed reliably and may be delayed or returned to sender.

Please include your order number inside the parcel so we can match the return to your order.

Right of withdrawal (14 days)

In addition to our 30-day goodwill return window, if you are a consumer resident in the EU/EEA you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. To exercise it, send us a clear statement by email to support@minisotoys.com before the 14-day period expires. We will reimburse all payments received from you, including standard delivery costs, within 14 days of being informed, using the same payment method you used for the original transaction. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them.

Conditions

• Items must be unused, clean and in their original packaging.
• Hygiene items (such as water bottles after first use) cannot be returned once used.
• Return shipping costs are paid by the customer unless the item is faulty, damaged or incorrect.
• Original shipping charges are refunded only where the full order is returned or the item was faulty.

Refunds

Refunds are issued to the original payment method used at checkout. Depending on your bank or card issuer, it can take a further 3–5 business days for the amount to appear on your statement. We will always confirm by email once a refund has been issued.

Damaged, faulty or wrong items

If your order arrives damaged or you received the wrong product, contact us within 7 days of delivery with photos. We will arrange a replacement or a full refund, including shipping costs, at no cost to you.

Cancellations

You can cancel an order free of charge at any time before it is dispatched — email us as soon as possible. Once dispatched, please use the return process above.

Exchanges

We don't process direct exchanges. The fastest way to swap an item is to return the original for a refund and place a new order. Need help? Contact us or track an existing order on our Track Your Order page.