Refund policy
Refunds & Returns Policy
At Mivhato, we want you to have a great shopping experience. If you receive a damaged, defective, incorrect, or missing item, please contact us as soon as possible so we can review the issue and provide an appropriate solution.
Refunds and replacements are subject to our suppliers’ policies and fulfillment process.
Damaged or Defective Items
If your product arrives damaged, broken, or has a defect that affects its functionality, please contact us within 30 days after delivery.
To process your request, we may ask for:
- Clear photos of the product.
- A short video showing the issue, when necessary.
- Photos of the original packaging.
- Photos of the shipping label.
- Order information.
Once your request has been reviewed and approved, we may offer a full refund or a replacement, depending on the situation.
In most cases, it will not be necessary to return the item. This may vary depending on the product and supplier.
Incorrect Items or Missing Products
If you receive an item different from what you ordered or if any item is missing, please contact us as soon as possible.
To verify the issue, we may request photos or videos of the received product, packaging, and shipping label.
If the error is confirmed, we may offer a refund or a replacement at no additional cost.
Orders Not Received
If your order has not been received and the tracking information indicates a delivery issue, we will investigate the case.
In some situations, proof of non-delivery from the carrier or postal service may be required.
If an order remains without tracking updates, pending, or in transit for an extended period as determined by our fulfillment provider, we may offer a refund or replacement depending on the circumstances.
Delivery timeframes may vary by destination country.
Orders Marked as Delivered
If the tracking information shows that an order has been delivered, we may not be able to automatically provide a refund or replacement.
If you did not receive the package despite its delivered status, we may request additional information or documentation from the carrier to investigate the issue.
Order Cancellations
Cancellation requests must be made before the order is processed or shipped.
Once an order has been processed or shipped, it may no longer be possible to cancel it.
Certain products, such as personalized or pre-order items, may have specific cancellation conditions.
Customer Order Errors
We do not offer refunds or replacements when the customer selects the wrong size, color, model, or variant, provided that the item received matches the order placed.
For clothing products, we strongly recommend reviewing the size chart before purchasing.
Non-Eligible Items
Refunds or replacements are not available when the issue is not the responsibility of Mivhato or our fulfillment provider.
Requests may also be denied if:
- The item has been used, altered, or damaged after delivery.
- The required evidence is not provided.
- The request is submitted outside the allowed period.
- More than 90 days have passed since the payment date.
- The issue falls outside the scope of this policy.
How to Request a Refund or Replacement
To submit a request, please contact us at:
Please include your order number and a clear description of the issue. If applicable, attach photos or videos that help verify the problem.
Do not send any item back without first receiving instructions from us. If a return is required, we will provide the necessary guidance.
Refund Processing
Once your request has been reviewed and approved, the refund will be issued to the original payment method used for the purchase.
Refunds typically take 5–10 business days to appear in your account, depending on your bank, payment provider, or financial institution.
Mivhato is not responsible for additional processing times required by financial institutions.
If your refund has been approved and more than 10 business days have passed without receiving it, please contact us at:
European Union Customers
If your order is shipped to a country within the European Union, you may have additional legal rights under applicable consumer protection laws, including the right to withdraw from certain purchases.
These rights are separate from our policy regarding damaged, defective, incorrect, or missing items.
For more information, please contact us at:
Contact Us
If you have any questions regarding our Refunds & Returns Policy, please contact us at: