Consumer return, cancellation & refund policy

Terms & conditions

If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 14 days of purchase. If you return your item and you'd like a refund you will need your receipt and order confirmation number.

Ordinarily if you have your receipt and order confirmation number, the refund will be done only through the Original Mode of Payment.

It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and that it's undamaged and unused.

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Order changes or cancellations policy

We're sorry that in certain circumstances it's not possible to make changes to your order once you've placed it. If you'd like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team via email using our Contact Information. 
If your order has already been despatched or delivered, then you'll need to follow our Returns Procedure in the event of any unwanted products.

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Order tracking, incomplete or damaged orders

To check your order status, If your order hasn't arrived, or arrives incomplete or if the goods are damaged, please contact our Customer Services team via email at customerservice-ae-en@minervalabs.com. Please be ready to quote your order number and order date.

Returns procedure

Please pack your parcel up securely, preferably using its original packaging. Include the original delivery note and state on the back of the delivery note the reason for return.  Ship the parcel via mail or courier to Minerva Gulf Trading LLC at Warehouse 4, Jebel Ali Building, Al Quoz 3 Dubaï and obtain a certificate of postage from the Post Office or the courier.

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Refunds on returned items

Please allow 2 weeks from the date your returned goods reach us and allow time for us to activate the refund procedure. Refunds will be done only through the Original Mode of Payment.

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Refund policy

We want you to be happy with your purchase. If you're not, just return the product to us via post or courier following the instructions above, and we'll exchange or refund it to the person who originally placed and paid for the order. Please see below for products excluded from this policy. If you request a refund, please make sure you send us a writing refund request within 14 working days of receipt.

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Products we're unable to cancel, refund or exchange

Our products are perishable goods and unless they are faulty or not as described, we cannot offer refunds or exchanges on used or opened goods or goods no longer sealed.  We cannot offer refunds or exchanges requested due to scratches, dents, corrosion or colour where the function of the product is unaffected. We cannot offer refunds or exchanges requested due to deliberate damage or neglect of the product.

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