Refund & Returns Policy

Mimoria Mart Last updated: August, 20th 2026

Thank you for shopping at Mimoria Mart. Please read this policy carefully — by placing an order with us, you agree to the terms below.

This is a draft template based on common practice among Indonesian fragrance/beauty brands. Please have it reviewed by someone familiar with consumer protection law before publishing, especially for international orders.

1. Pre-Order vs. Ready Stock

Mimoria Mart sells both Pre-Order and Ready Stock items, clearly labeled on each product. Please read the product title and description carefully before ordering — production and shipping timelines differ between the two, and this affects your cancellation window (see Section 3).

2. Order Confirmation & Acceptance

Placing an order does not guarantee it will be fulfilled. We review new orders before accepting them (for example, to check for signs of fraud — see Section 8). You’ll be notified once your order is accepted and moves into production/fulfillment.

3. Order Cancellation

  • You may cancel your order free of charge if both of the following are true: (a) it has been less than 12 hours since you placed it, and (b) we have not yet accepted the order.
  • Once an order has been accepted, it can no longer be cancelled — production/preparation has begun.
  • Once an order has been shipped, it can no longer be cancelled under any circumstances.
  • To request a cancellation within the eligible window, contact us immediately with your order number (Section 9).

4. No Change-of-Mind Returns

We do not accept returns for any product, for any reason related to change of mind, incorrect size/scent choice, or similar — regardless of whether the item has been opened. Please review product descriptions, scent notes, and photos carefully before ordering.

The only exception is listed in Section 6 (wrong item shipped due to our error).

5. Damaged or Defective Items

If your item arrives damaged or defective:

  1. You must send us a complete, unedited video of the unboxing process, starting from before the package is opened, clearly showing the damage.
  2. This video must be sent to us within 3 days of the delivery date shown on your courier’s tracking page.
  3. Claims submitted without video evidence, or after this 3-day window, cannot be processed.
  4. To help verify claims fairly, please note that we film the packing process for every order as our own record.

Who is responsible:

  • If the damage is due to our packing error or negligence, we will offer a refund per Section 7.
  • If the damage occurred in transit / due to the courier, this is outside our control. We’ll help you file a claim with the shipping courier, who will handle it according to their own compensation policy and timeline.

6. Wrong Item Shipped

If we made an error and shipped you a different item than what you ordered, please contact us within 3 days of delivery (per courier tracking) with a video showing the item received. We will arrange a correction, which may include a replacement or refund at our discretion.

We do not accept returns or refunds if the item you received matches what you ordered.

7. Refunds

Refunds are only issued when:

  • The item arrived damaged/defective due to our error (Section 5), or
  • We shipped the wrong item (Section 6).

Refunds are not issued for:

  • Change of mind (Section 4)
  • Damage caused by the shipping courier (handled by the courier directly, Section 5)
  • Orders cancelled after acceptance or after shipping (Section 3)

Approved refunds are issued to your original payment method via Midtrans. Please allow 5–14 business days for the refund to appear, depending on your bank/payment provider. Original shipping fees are non-refundable, except where the issue is due to our error.

8. Fraud Prevention

We reserve the right to refuse, cancel, or delay any order we reasonably suspect to be fraudulent, abusive (including fake bulk orders intended to harm our business), or in violation of this policy. This may include reviewing technical information such as IP address and order patterns to investigate suspected fraud. If we cancel an order for this reason, any payment already made will be refunded, minus any non-recoverable transaction fees. We may also report confirmed fraudulent activity to our payment processor or the relevant authorities.

9. Contact Us

For cancellations, damage claims, or any question about your order, contact us with your order number at:

Email: hello@mimoriamart.com

Customer support hours (Western Indonesia Time / WIB, GMT+7):

  • Monday–Friday: 09:00–17:00
  • Saturday: 10:00–14:00
  • Sunday: Closed

Messages sent outside these hours will be answered on the next working day.

10. International Orders

At checkout, you’ll only be able to select a shipping destination we currently serve. If your country doesn’t appear as an option, it means we’re unable to ship there at this time — we’re sorry for the inconvenience, and we hope to expand our reach in the future.

  • Customs duties, import taxes, or fees charged by your country are your responsibility and are non-refundable by us.
  • Shipping delays caused by customs clearance are outside our control.

11. Agreement

By placing an order on mimoriamart.com, you confirm that you have read, understood, and agree to this Refund & Returns Policy in full.

12. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with an updated “Last updated” date.

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