Refund & Returns Policy
Last updated: May 2026 · Version 3.3
This policy applies to all purchases on shop.minairal.com and is governed by the Consumer Protection Act B.E. 2522.
1. Return Window
Customers may request a return within 7 calendar days of the Delivery Date (the date of confirmed delivery as recorded by the courier's tracking system). Requests submitted after this period are not accepted except where a manufacturing defect is covered under the 12-month warranty.
2. Product Categories (Different Rules Apply)
Important
Installation-related provisions (Installation Service, Coverage Map, technician interventions, Included Filters) apply to Installed Products (tap water purifiers) only. Standard Products (soda makers, CO2 cylinders, water bottles, accessories) are governed by standard e-commerce return rules only.
Installation-related provisions (Installation Service, Coverage Map, technician interventions, Included Filters) apply to Installed Products (tap water purifiers) only. Standard Products (soda makers, CO2 cylinders, water bottles, accessories) are governed by standard e-commerce return rules only.
3. Return Eligibility
3.1 Installed Products (Tap Water Purifiers)
| Scenario | Eligible? | Conditions | Refund |
|---|---|---|---|
| Unopened, within 7 days of delivery | Yes | Original sealed packaging, all accessories included | Full refund |
| Opened, no defect, within 7 days | No | Once packaging opened and product inspected, not eligible without defect | No refund |
| Manufacturing defect, within 12 months of Delivery Date | Yes | Defect confirmed by MINAIRAL | Full refund or replacement at MINAIRAL's discretion |
| Damage from incorrect self-installation | No | Not a manufacturing defect. Customer's responsibility | No refund |
| Wrong item received, within 7 days | Yes | Report within 7 days with photo evidence | Full refund + return shipping paid by MINAIRAL |
| Item damaged in transit, within 48 hours | Yes | Report within 48 hours of delivery with photographic evidence | Full refund or replacement at MINAIRAL's cost |
3.2 Standard Products (Soda Makers, CO2, Bottles, Accessories)
| Scenario | Eligible? | Conditions | Refund |
|---|---|---|---|
| Unopened, within 7 days of delivery | Yes | Original sealed packaging, unused | Full refund |
| Opened, no defect | No | Not eligible without defect | No refund |
| Manufacturing defect, within 12 months | Yes | Defect confirmed by MINAIRAL | Full refund or replacement |
| Wrong item received, within 7 days | Yes | Report within 7 days with photos | Full refund + MINAIRAL pays return shipping |
| Item damaged in transit, within 48 hours | Yes | Report within 48 hours with photos | Full refund or replacement |
4. Non-Returnable Items
- Opened CO2 cylinders (safety: final sale once punctured)
- Activated or installed filter consumables (hygiene: final sale once opened)
- Products showing signs of use, modification, or damage caused by the Customer
- Products returned after the 7-day window without a warranty basis
- Products returned without original packaging and all accessories
5. Shipping Responsibility
Shipping costs for returns, exchanges, and replacements are allocated as follows:
| Scenario | Return Shipping (to MINAIRAL) | Replacement Shipping (to Customer) |
|---|---|---|
| Manufacturing defect, in warranty | Paid by MINAIRAL | Paid by MINAIRAL |
| Wrong item sent by MINAIRAL | Paid by MINAIRAL | Paid by MINAIRAL |
| Item damaged in transit | Paid by MINAIRAL | Paid by MINAIRAL |
| Return without defect (7-day window) | Paid by Customer | N/A (refund only) |
| Damage caused by Customer misuse | Paid by Customer | Paid by Customer |
| Incorrect self-installation damage | Paid by Customer | Paid by Customer |
| Return outside 7-day window (no warranty basis) | Not accepted | Not applicable |
6. How to Initiate a Return
- Email legal@minairal.com within the applicable window
- Include: order number, Customer name, product model, reason for return, photos or video where applicable
- MINAIRAL responds within 2 Business Days with return instructions
- Ship the Product in original packaging via trackable courier per MINAIRAL's instructions
- MINAIRAL inspects the returned Product on receipt
- Refund or replacement confirmed within 5 Business Days of inspection
7. Warranty Claims (Defective Products)
The 12-month warranty runs from the Delivery Date as confirmed by courier tracking. For Products developing a fault within the warranty period:
- Contact legal@minairal.com with order number, description of fault, and photographic or video evidence
- MINAIRAL assesses the claim within 5 Business Days
- Manufacturing defect confirmed: MINAIRAL repairs, replaces, or refunds at its discretion at no cost to the Customer
- For Customers in Covered Zones: in-warranty technician visit is free of charge (no Intervention Fee)
- For Customers in Non-Covered Zones: MINAIRAL arranges courier collection and replacement shipment
NoteDamage from incorrect self-installation contrary to the instruction manual is not a manufacturing defect and is not covered by the warranty. A subsequent technician visit to diagnose or rectify installation-related issues is charged at the standard Intervention Fee of 1,000 THB. Full warranty conditions are in the Warranty & After-Sales Policy.
8. Refund Methods & Timelines
All approved refunds are processed to the same payment instrument used for the original transaction. MINAIRAL does not issue refunds by a different payment method except where the original instrument is technically unavailable (e.g. expired card, closed account), in which case refund by bank transfer is arranged on written request to legal@minairal.com.
| Original Payment | Refund Route | MINAIRAL Processing | Additional Delay |
|---|---|---|---|
| PromptPay (QR Code) | Transfer to Customer's PromptPay-registered account. Customer must provide PromptPay phone number or national ID if not on file. | 5 to 10 Business Days | Quasi-instant once initiated |
| Credit Card | Reversed to original credit card | 5 to 10 Business Days | 3 to 10 additional Business Days (card issuer) |
| Debit Card | Reversed to original debit card | 5 to 10 Business Days | 3 to 7 additional Business Days (card issuer) |
| Third-party gateway | Reversed via original gateway | 5 to 10 Business Days | Per gateway's own timeline |
All refunds are processed in Thai Baht (THB). MINAIRAL is not responsible for currency conversion differences or foreign exchange fees applied by the Customer's bank. MINAIRAL will send a refund confirmation email once initiated. If a refund does not appear within the maximum stated timeframe, the Customer should first contact their bank or card issuer before contacting MINAIRAL.
9. Contact
| legal@minairal.com | |
| Phone | 02 267 2893 |
| Hours | Monday to Saturday, 09:00 to 18:00 (Thailand time) |
| Required | Order number, Customer name, product, reason, photos if applicable |