Miniso Refuses Return for Defective Leaking Water Bottle Without Paper Receipt
On July 16, 2026, I purchased a Barbie-licensed shoulder strap straw water bottle from the Miniso store in Antalya. When I got home, I washed the product and used it around the house for a few days without noticing any issues. However, when I put the bottle in my bag while heading out, I soon discovered that a large amount of water had leaked inside, soaking my bag thoroughly. That is how I realized the bottle's lid is not leakproof.
Since I currently reside in Istanbul, I took the product to the Miniso store at Istanbul Hilltown AVM to request a return. The cashier informed me that they could not process a return without a paper receipt. However, I made the purchase with my own credit card and have the digital transaction slip available, which proves that I bought this item from Miniso. Despite this, they refused to process the return and stated that an approval email from customer service was required.
When I contacted customer service, they repeatedly parroted the same canned responses, telling me that I must take the product along with the physical receipt and invoice back to the exact store where I purchased it, claiming that an inspection and return process could only be initiated that way. Neither the store nor customer service took my digital transaction slip into account or offered a helpful solution. Even though the product is defective, I was met with a rigid, procedure-heavy, and unhelpful approach.
I have a video clearly demonstrating the water leakage issue. Furthermore, the online product page states, "It can easily be carried in a bag thanks to its leakproof lid." I believe the product completely fails to fulfill this promise and that this description is misleading, and I request an investigation into this matter.
I demand that a refund be processed for this defective item—which I purchased for $31—based on my digital transaction slip, and that the full amount be credited back to my credit card. In addition, I ask that product descriptions and the customer service approach regarding return procedures be reviewed to prevent similar grievances.
Hello, In order to continue the resolution process regarding your complaint, we have previously provided you with the necessary information and reminders multiple times, but we have not yet received a response. In order for the water leakage problem reported with the product to be evaluated technically and for your return/exchange request to be processed, the product must be delivered to our store for inspection together with all its parts. To initiate the procedures, presenting a digital receipt, bank transaction record, or any existing payment document showing the purchase is sufficient. Since a technical inspection cannot be carried out until the product is delivered to us, a final decision on your return or exchange request cannot be made at this stage. If you wish the process to continue, we kindly ask you to provide us with the product delivery or an update on the current status. If no response is received, the case will be concluded based on the existing information, as we will have provided the necessary guidance and the required action to move the process forward will not have been taken. Sincerely, Miniso Turkey Customer Service
Hello, In order to advance the process within the scope of your complaint, we have previously provided you with the necessary information and guidance multiple times, but we have not received any response from you to initiate the relevant procedures. In order for the water leakage problem indicated in the product to be technically evaluated and for action to be taken regarding your return/exchange request, the product must be delivered to our store together with all its parts for inspection. Since the product has not been delivered to us, a technical inspection could not be performed and a final return or exchange could not be initiated regarding your request. Despite having provided you with the necessary guidance, because the required product delivery and feedback for the process have not occurred, your complaint record will be closed based on the current information. If you wish to continue the inspection request in the future, you may deliver your product, together with all its parts and the existing document showing the purchase transaction, to our store. After the product is delivered, the necessary evaluation will be carried out in accordance with our procedures. We present this for your information and thank you for your understanding. Sincerely, Miniso Turkey Customer Service
