1. Overview

At Minoa, we are committed to providing our customers with the highest quality home essentials, including bedding, duvets, pillows, towels, and pyjamas. Due to the nature of our products and in accordance with applicable UAE consumer protection regulations, all sales are final once the product has been delivered and/or its original packaging has been opened or tampered with.

This Policy is governed by and construed in accordance with the laws of the United Arab Emirates, including but not limited to UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations issued under Cabinet Resolution No. 66 of 2023.

2. No-Return Policy — Hygiene Grounds

In line with UAE consumer protection law and internationally recognised hygiene standards, Minoa does not accept returns, refunds, or exchanges for the following product categories once the original sealed packaging has been opened, used, or removed:

•       Bedding sets (bed sheets, fitted sheets, flat sheets, pillowcases)

•       Duvets and duvet covers

•       Pillows and cushion inserts

•       Towels (bath towels, hand towels, face towels, bath mats)

•       Pyjamas and sleepwear

These items come into direct contact with the human body and cannot be resold or restocked once their hygiene seal is broken, in accordance with the health and safety exemptions recognised under UAE law.

3. Eligible Exceptions

Notwithstanding the general no-return policy, Minoa will accept returns or provide a remedy in the following circumstances, in accordance with the consumer rights provisions under UAE Federal Law No. 15 of 2020:

3.1  Manufacturing Defects

If a product is found to have a manufacturing defect (e.g. faulty stitching, incorrect product supplied, or structural damage present upon delivery), the customer is entitled to a replacement or store credit, subject to inspection and verification by Minoa.

3.2  Items Damaged in Transit

If your order arrives damaged due to shipping or handling, you must notify Minoa within 48 hours of delivery by contacting us at support@minoa.com with photographic evidence of the damage and original packaging. Claims submitted beyond this period may not be eligible.

3.3  Incorrect Item Delivered

If you receive an item that does not match your order (wrong colour, size, or product), please contact us within 48 hours of delivery. The item must remain in its original, unopened, and sealed packaging. Minoa will arrange a collection and dispatch the correct item at no additional cost.

4. Return Request Process

To initiate a return request under one of the eligible exceptions above, please follow these steps:

1.  Contact our customer care team at info@minoa.ae within the applicable timeframe.

2.  Include your order number, a description of the issue, and clear photographic evidence.

3.  Our team will review your request within 3–5 business days and advise on the outcome.

4.  If approved, you will receive instructions for return shipping or collection, where applicable.

5.  Refunds, replacements, or store credits will be processed within 10–14 business days of receiving and inspecting the returned item.

5. Conditions Under Which Returns Will Not Be Accepted

Minoa reserves the right to refuse a return or refund request in any of the following circumstances:

•       The item has been opened, washed, worn, or used in any way.

•       Original tags, labels, or hygiene seals have been removed.

•       The return request is submitted beyond the specified notification period.

•       The item shows signs of misuse, damage caused by the customer, or improper care.

•       Items purchased during a clearance, final sale, or promotional event marked as non-returnable.

6. Exchange Policy

Exchanges are only available for items that are defective, damaged in transit, or incorrectly delivered, as described in Section 3 above. We do not offer exchanges for change of mind, incorrect size selection, or colour preference.

Where an exchange is approved, the replacement item will be dispatched once the original item has been received and inspected by our quality team, provided stock is available. If the requested item is unavailable, a store credit of equivalent value will be issued.

7. Refund Method & Timeline

Where a refund is approved, it will be processed using the same payment method used at the time of purchase, unless otherwise agreed. Please allow up to 14 business days for the refund to appear in your account, depending on your bank or payment provider.

Original shipping fees are non-refundable unless the return is due to a Minoa error.

8. Your Rights Under UAE Law

Nothing in this Policy limits or excludes any rights you may have under UAE Federal Law No. 15 of 2020 on Consumer Protection or any other applicable UAE legislation. If you believe your consumer rights have not been upheld, you may file a complaint with the UAE Ministry of Economy or the relevant emirate’s consumer protection authority.

9. Contact Us

For any questions or concerns regarding this Policy, please reach out to our customer care team:

Email: info@minoa.ae

Response Time: 3–5 business days