Refund policy
Our Refund & Return Policy
At Mirbat, every order is carefully prepared and dispatched with the utmost care. Due to the nature of our products, we do not accept returns or issue refunds for change of mind, incorrect size selection, or personal preference. All sales are considered final.
Refunds and replacements are granted exclusively in the following circumstances:
Eligible Cases
1. Damaged Items
If your order arrives with the product itself visibly damaged, you are eligible for a full refund or free replacement. Packaging condition alone does not qualify for a claim. You must notify us within 48 hours of delivery with:
- Your order number
- Clear photographs of the damaged product
- A brief description of the damage
Claims submitted after 48 hours of delivery will not be accepted.
2. Incorrect Item Sent
If you receive a product that does not match your order, you are entitled to a full refund or the correct item dispatched at no additional cost. Please notify us within 48 hours of delivery with:
- Your order number
- A photograph of the item received
- The name of the item originally ordered
We will cover all associated return shipping costs and prioritise resolution.
3. Lost in Transit
If your order has not arrived within the estimated delivery window and tracking confirms no movement for more than 10 consecutive business days, your order may be declared lost in transit. In this case, you are eligible for a full refund or complimentary reshipment.
Please contact us with your order number and tracking details. We will liaise with the carrier and resolve your case within 5 business days.
Non-Eligible Cases
Refunds and returns will not be issued for any of the following:
- Change of mind or buyer's remorse
- Incorrect item selected at checkout
- Delayed delivery within the stated shipping window
- Minor variations in product colour due to screen display differences
- Items that have been used, opened, or removed from original packaging
- Damaged packaging only, where the product itself is intact
- Claims submitted outside the 48-hour notification window
How to Submit a Claim
To submit an eligible claim, please email us at alpinecreativeagency@gmail.com with the subject line "Claim Request – [Your Order Number]". Include all required documentation as outlined above. Our team will review your case and respond within 2 business days.
Mirbat reserves the right to decline any claim that does not meet the eligibility criteria stated in this policy.