Refund, Return and Replacement Policy

Last updated: 24 August 2026

This Refund, Return and Replacement Policy governs all orders placed on mimo-homes.myshopify.com ("the Site"), operated by MimoHomes ("we", "us", "our"). By placing an order you confirm that you have read, understood and accepted this policy in full. This policy forms part of our Terms of Service.

Summary

  • We do not accept returns or refunds for change of mind.
  • Products are eligible for replacement only, and only where the item arrives physically broken or damaged, is the wrong item, or is missing from the shipment.
  • A complete, continuous and unedited unboxing video is mandatory for every claim. Claims without a valid unboxing video will not be accepted.
  • Claims must be raised within 48 hours of delivery.
  • A monetary refund is issued only in the limited circumstances set out in Section 8.

1. No change-of-mind returns

We do not accept returns, exchanges or refunds because you changed your mind, no longer want the product, ordered the wrong colour or variant, found the product elsewhere at a lower price, or are dissatisfied with the appearance, colour tone, size, weight, finish, design or subjective quality of a product that has been delivered in working, undamaged condition.

All sales are final except where an eligible claim is established under Section 3 of this policy.

Product images on the Site are for representation. Minor variation in colour tone, shade, finish, print placement, texture and packaging between the product images and the delivered product is normal, is inherent to photography, screen calibration and manufacturing, and does not constitute a defect.

2. Replacement only

Our sole remedy for an eligible claim is a free replacement of the same product. We do not offer refunds, partial refunds, price adjustments, store credit or exchange for a different product in place of a replacement, except in the limited circumstances set out in Section 8.

Replacements are dispatched only after the claim has been assessed and approved by us in accordance with Section 6.

3. What is eligible for replacement

A claim is eligible only where all conditions in Sections 4, 5 and 6 are satisfied, and the issue falls into one of the following categories:

  1. Physically broken or damaged in transit. The product is cracked, dented, punctured, crushed or structurally broken on arrival such that it cannot perform its intended function.
  2. Wrong item delivered. The product received is a different product or a different colour variant from the one ordered.
  3. Missing item. An item confirmed as part of your order is absent from the shipment.
  4. Manufacturing defect. A verified defect in manufacture that renders the product unusable, reported within 7 days of delivery.

4. Mandatory unboxing video

A valid unboxing video is a mandatory condition for every claim under this policy. No claim will be processed without one.

To be valid, the unboxing video must satisfy all of the following:

  • It must be a single, continuous, unedited and uncut recording. Videos that are trimmed, spliced, sped up, paused, stitched, screen-recorded or otherwise edited will be rejected.
  • Recording must begin before the package is opened, with the package fully sealed.
  • It must clearly show all six sides of the sealed package, including the shipping label with the order number, tracking number and delivery address legible on camera.
  • It must show the seals and tape being cut and the package being opened for the first time.
  • It must show the complete removal of all contents from the package, including all packing material, and the empty package at the end.
  • It must clearly show the reported issue: the breakage, damage, wrong item or missing item, in clear focus and adequate lighting.
  • It must be of sufficient resolution and stability for the issue to be independently assessed.

We strongly recommend recording an unboxing video for every order you receive from us, as a video cannot be created after the package has been opened.

Where an unboxing video is not available, we may, at our sole and absolute discretion, consider alternative evidence. Any such consideration is a concession, is decided case by case, is not an admission of liability, and does not create a precedent or a right in respect of any future claim.

5. Claim window

  • Breakage, transit damage, wrong item or missing item: the claim must be raised within 48 hours of the delivery timestamp recorded by the courier partner.
  • Manufacturing defect: the claim must be raised within 7 days of the delivery timestamp recorded by the courier partner.

These windows are strict. Claims raised after the applicable window will be rejected without assessment, regardless of the merit of the claim or the availability of an unboxing video. Time runs from the courier's recorded delivery timestamp and not from the date you personally opened the package.

6. How to raise a claim

Email mimohomes1@gmail.com within the applicable window with the subject line "Replacement Claim - [Order Number]" and include:

  1. Your order number and registered email or mobile number;
  2. The complete unboxing video meeting all requirements in Section 4;
  3. Clear photographs of the product showing the issue;
  4. Clear photographs of the outer packaging and the shipping label;
  5. A brief written description of the issue.

Incomplete submissions will not be assessed. Where we request further information or evidence, you must provide it within 3 days. If you do not, the claim will be treated as withdrawn and closed.

You must retain the product and all original packaging, tags, inserts, manuals and accessories until the claim is fully resolved. Disposing of, altering or using the product before resolution will void the claim.

7. Assessment and resolution

We will acknowledge your claim within 48 hours of receipt. Assessment is typically completed within 5 to 7 business days of receiving complete and valid evidence.

We may, at our discretion, require the product to be returned to us for inspection before approving a replacement. Where a reverse pickup is arranged, the product must be handed over in its original packaging, unused and complete. Where reverse pickup is not serviceable at your PIN code, you may be asked to self-ship, and we will reimburse reasonable, receipted courier cost only where the claim is approved.

The determination of whether a product is broken, defective, incorrect or missing rests with us, acting reasonably, following review of the evidence submitted and, where applicable, physical inspection. Our assessment decision is final.

Where a claim is approved, a replacement will be dispatched within 3 to 5 business days of approval, at no cost to you. Standard delivery timelines under our Shipping Policy then apply to the replacement.

Replacement is available once per order line item. A replacement product is not itself eligible for further replacement except where the replacement arrives broken and a fresh valid unboxing video of the replacement is provided within 48 hours.

8. When a monetary refund is issued

A monetary refund will be issued only in the following circumstances:

  • An approved replacement claim where the product is out of stock or has been discontinued and no equivalent replacement can be supplied;
  • An order cancelled by you in writing before dispatch;
  • An order cancelled by us, including for stock unavailability, non-serviceable PIN code or a pricing or listing error;
  • A shipment confirmed lost in transit by the courier partner and never recorded as delivered, following completion of the courier's investigation.

All orders on the Site are prepaid. Where a refund is due, it will be processed within 7 to 10 business days of approval, to the original payment method only. We do not issue refunds to a different account, to a wallet, in cash, or by any other route.

Bank or payment gateway processing times are outside our control and may add 3 to 7 further business days for the credit to reflect in your account.

Any shipping charge already incurred is non-refundable in all cases.

9. What is not covered

No replacement, refund, repair or compensation will be provided in any of the following circumstances:

  • Change of mind, buyer's remorse, or the product no longer being wanted or needed;
  • The product not being received in time for a birthday, festival, gift, event or any other occasion;
  • Minor variation in colour, shade, tone, finish, texture, print placement, weight or packaging from product images;
  • Damage caused after delivery, including through drops, impact, misuse, abuse, negligence, improper handling or accident;
  • Damage caused by use contrary to product instructions, including exposure to a dishwasher, microwave, oven, freezer, direct flame or extreme heat;
  • Normal wear and tear, including scratches, scuffs, dents from use, fading of print or finish, and discolouration over time;
  • Reduced insulation or thermal performance attributable to ambient conditions, contents temperature at the time of filling, frequency of opening, or altitude;
  • Cosmetic imperfections that do not affect the function of the product;
  • Products that have been used, washed, altered, modified, repaired, engraved, customised or tampered with;
  • Products returned without their original packaging, lid, seal, tags, inserts or accessories;
  • Any claim raised after the applicable window in Section 5;
  • Any claim unsupported by a valid unboxing video as defined in Section 4;
  • Failed, refused or returned deliveries, and delivery failures caused by an incorrect, incomplete or outdated address, an unreachable contact number, or unavailability of the recipient;
  • Shipments recorded as delivered by the courier partner, including where accepted by any person present at the delivery address;
  • Products purchased from any channel other than the Site, including resellers, marketplaces, social media sellers and unauthorised third parties;
  • Free items, gifts, promotional items and items received as part of a bundle offer, where claimed separately from the paid item;
  • Delay or non-performance caused by a force majeure event as described in our Shipping Policy.

10. Cancellations

Orders may be cancelled by writing to mimohomes1@gmail.com with your order number, only before dispatch. Once dispatched, an order cannot be cancelled. Refusing delivery is not a valid method of cancellation and will be treated as a failed delivery under our Shipping Policy.

11. Misuse of this policy

We reserve the right to reject any claim, and to refuse to accept future orders from any customer, where we reasonably believe there has been fraud, misrepresentation, fabricated or manipulated evidence, an abnormal pattern of claims, or abuse of this policy. We reserve the right to blacklist any customer account, email address, phone number or delivery address on these grounds.

12. Limitation of liability

To the maximum extent permitted by applicable law, our total aggregate liability in respect of any order, however arising, shall not exceed the total amount actually paid by you for that order. We shall not be liable for any indirect, incidental, special, consequential, punitive or exemplary loss or damage of any kind.

Nothing in this policy limits or excludes any liability which cannot lawfully be limited or excluded under the Consumer Protection Act, 2019 or other applicable Indian law. Where any provision of this policy is found to be unenforceable, that provision shall be severed and the remainder of this policy shall continue in full force and effect.

13. Grievance redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020:

Grievance Officer: Mukesh Prajapat
Designation: Co-Founder
Email: mimohomes1@gmail.com
Address: 2B-96, Housing Board Colony, Sirohi, Rajasthan
Working hours: Monday to Saturday, 10:00 AM to 8:00 PM IST

We will acknowledge every complaint within 48 hours of receipt and endeavour to resolve it within one month from the date of receipt.

14. Amendments

We reserve the right to amend this policy at any time without prior notice. The version published on the Site at the time you place your order governs that order.

15. Governing law and jurisdiction

This policy is governed by the laws of India. Subject to the rights available to a consumer under the Consumer Protection Act, 2019, the courts at Sirohi, Rajasthan shall have jurisdiction over any dispute arising from or relating to this policy.

16. Contact

MimoHomes
2B-96, Housing Board Colony, Sirohi, Rajasthan
Email: mimohomes1@gmail.com