Cancellation, Exchange, Return & Refund Policy

Effective Date: January 20, 2026 Last Updated: January 20, 2026 At The Mini Galerie, we want you and your pup to love every piece you order. We understand that every dog is different, and sometimes things don't work out as planned. This policy outlines how we handle cancellations, exchanges, returns, and refunds to make your experience as smooth as possible. If you have any questions or concerns, please contact us at help@theminigalerie.com and we'll sort it together. 1. Order Cancellations 1.1. Before Order Is Shipped You may cancel your order free of charge if it has not yet been dispatched from our facility. To cancel, email us immediately at help@theminigalerie.com with your order number and cancellation request. We process orders within 1 business day, so please contact us as soon as possible. If your order has not been handed to our courier, we will cancel it and issue a full refund to your original payment method within 5-7 business days. 1.2. After Order Has Been Shipped Once your order has been dispatched and a tracking number has been issued, cancellation is no longer possible. At this point, you may refuse delivery when the courier attempts delivery (the package will be returned to us) or accept delivery and initiate a return following our Returns process (see Section 3). In either case, return shipping costs may apply (see Section 3.5). 1.3. Subscription Orders (if applicable in future) If we offer subscription services in the future, you may cancel at any time before the next billing cycle. Instructions for managing subscriptions will be provided in your account dashboard or via email. 2. Exchanges 2.1. Exchange Eligibility We accept exchanges for unused, unopened items in original condition within 14 days of delivery. Exchanges are available for different sizes, different colors or styles of the same product type, or alternative products of equal or greater value. 2.2. Non-Exchangeable Items The following items cannot be exchanged for hygiene, safety, or quality reasons: items that have been used, washed, or show signs of wear; items with removed tags, packaging, or labels; sale, clearance, or final-sale items (marked as such at time of purchase); and personalized or customized items. 2.3. How to Request an Exchange Contact us at help@theminigalerie.com within 14 days of delivery, provide your order number, photos of the item, and details of what you'd like to exchange it for. We will review your request and provide exchange instructions within 1-2 business days. 2.4. Exchange Shipping Costs Singapore Orders: Our Error (wrong item sent, defective product) — we cover all shipping costs for the exchange. Customer Preference (size/color change) — customer pays return shipping, we cover shipping of the replacement item. International Orders: Our Error — we cover all shipping costs. Customer Preference — customer pays return shipping and shipping of the replacement item. 2.5. Exchange Processing Time Once we receive your returned item and confirm it meets our exchange conditions, we will ship your replacement item within 1-2 business days. Please allow standard shipping times for delivery (see our Shipping Policy). 3. Returns 3.1. Our Risk-Free Returns Promise We stand behind the quality of every product we offer. If something doesn't fit or work for your dog, we understand that every dog is different. Reach out and we'll sort it together. 3.2. Return Eligibility You may return items for a refund within 14 days of delivery if the item is unused, unwashed, and in original condition; all original tags, packaging, and labels are intact; and you have proof of purchase (order number or receipt). 3.3. Non-Returnable Items The following items cannot be returned for hygiene, safety, or quality reasons: items that have been used, washed, or show signs of wear; items with removed tags, packaging, or labels; sale, clearance, or final-sale items (clearly marked as "final sale" at time of purchase); personalized or customized items; and gift cards or digital products. 3.4. Defective, Damaged, or Incorrect Items If you receive an item that is defective or damaged upon arrival, or incorrect (wrong item/size/color sent), please contact us within 48 hours of delivery at help@theminigalerie.com with your order number, photos of the damaged/defective/incorrect item, and a brief description of the issue. We will arrange a free return and provide a full refund or replacement at no additional cost to you. 3.5. Return Shipping Costs Our Error (defective, damaged, or incorrect item) — we cover all return shipping costs and will provide a prepaid return label or reimburse your return shipping costs. Change of Mind or Product Not Suitable: Singapore — customer is responsible for return shipping costs; International — customer is responsible for return shipping costs and any customs/duties incurred on the return. We recommend using a tracked shipping service for returns — we are not responsible for items lost or damaged during return transit if you choose an untracked method. 3.6. How to Initiate a Return Contact us at help@theminigalerie.com within 30 days of delivery, provide your order number and reason for return. We will respond within 1-2 business days with return instructions and a return address. Pack the item securely in its original packaging (if possible), ship the item back to us using a tracked service, and email us the return tracking number. 3.7. Return Processing Time Once we receive and inspect your returned item (typically 3-7 business days after you ship it), we will send you an email confirming receipt and approval, and process your refund within 5-7 business days (see Section 4). 4. Refunds 4.1. Refund Eligibility Refunds are issued for approved returns (see Section 3), cancelled orders before shipment (see Section 1.1), and defective, damaged, or incorrect items. 4.2. Refund Method Refunds will be issued to your original payment method used at checkout. Credit/debit card refunds typically appear within 5-10 business days after processing, depending on your bank. PayPal refunds typically appear within 3-5 business days. Other payment methods follow the provider's standard processing times. We do not issue refunds via cash, check, or alternative payment methods. 4.3. Refund Amount Full Refund: product price plus original shipping costs (if the return is due to our error). Partial Refund: product price only — original shipping costs are not refunded for change-of-mind returns or if the product simply wasn't suitable for your dog. Non-Refundable: return shipping costs (unless the return is due to our error), and any customs duties or taxes you paid on international orders. 4.4. Store Credit (Optional) In some cases, we may offer store credit as an alternative to a refund. Store credit can be used for future purchases on theminigalerie.com, does not expire, and cannot be redeemed for cash. Store credit is offered at our discretion and with your consent — we will never force store credit instead of a refund. 4.5. Refund Processing Timeline Once we approve your return, refund is initiated within 1-2 business days, and appears in your account within 5-10 business days (depending on your payment provider). If you do not receive your refund within this timeframe, please check with your bank or payment provider first, then contact us at help@theminigalerie.com if the issue persists. 4.6. Partial Refunds We may issue a partial refund (deducting up to 20-30% of the product value) if the item is returned in used, worn, or damaged condition; original tags, packaging, or labels are missing; or the item is returned significantly outside our 14-day return window. We will notify you before processing a partial refund and give you the option to have the item returned to you instead. 5. Restocking Fees We do not charge restocking fees for standard returns or exchanges, except returns of large, bulky, or heavy items may incur a restocking fee of up to 10-15% (we will inform you before processing the return). This does not apply if the return is due to our error. 6. Special Circumstances 6.1. Lost or Stolen Packages If your package is confirmed as lost by the courier, please contact us and we will file a claim with the shipping carrier and offer a replacement or full refund once the claim is processed. We are not responsible for packages stolen after confirmed delivery. We recommend requesting signature confirmation for high-value orders. 6.2. Damaged in Transit If your item arrives damaged due to shipping, please contact us within 48 hours with photos of the damaged product and the outer packaging. We will arrange a free return and replacement or full refund. 6.3. Incorrect Item Received If we shipped the wrong item, please contact us within 48 hours of delivery. We will arrange a free return of the incorrect item, ship the correct item at no additional cost, and expedite the replacement where possible. 7. How to Contact Us For any questions or to initiate a cancellation, exchange, return, or refund: Email help@theminigalerie.com. Response Time: 1-2 business days. Business Hours: Daily 9:00 AM – 6:00 PM SGT. When contacting us, please include your order number, a clear description of your request, and photos (if applicable for defects or damage). 8. Important Notes 8.1. Proof of Purchase Required All returns, exchanges, and refunds require proof of purchase (order confirmation email or order number). 8.2. Hygiene and Safety For the safety and hygiene of all our customers and their dogs, we cannot accept returns or exchanges of items that have been used, worn, washed, or are not in resalable condition. 8.3. Final Sale Items Items marked as "Sale," "clearance," or purchased during special promotions may not be eligible for returns or exchanges. These restrictions will be clearly stated on the product page at the time of purchase. 9. Fair Use Policy We reserve the right to refuse returns or exchanges if we detect patterns of excessive returns or abuse of our return policy, items are repeatedly returned in used or unsalable condition, or we have reasonable grounds to believe the policy is being exploited. In such cases, we may limit or suspend future returns or close accounts associated with fraudulent activity. 10. Changes to This Policy We reserve the right to update this Cancellation, Exchange, Return & Refund Policy at any time to reflect operational changes or legal requirements. Any changes will be posted on this page with an updated "Last Updated" date. Continued use of our website and services after changes constitutes acceptance of the revised policy. For significant changes, we may notify you via email or a prominent notice on our website. 11. Governing Law This policy is governed by the laws of Singapore. Any disputes arising from cancellations, returns, exchanges, or refunds will be subject to the exclusive jurisdiction of the courts of Singapore. Our Commitment to You At The Mini Galerie, we're committed to thoughtfully curating pieces that make city life with your pup easier and more enjoyable. If something doesn't work out, we're here to help. Every dog is different, and we understand that. Reach out anytime & we'll sort it together.