Miniso Refuses Warranty Replacement for Broken Medium Suitcase

On August 23, 2025, I purchased a medium-sized suitcase from the Miniso M1 Adana branch. At the time of purchase, I was explicitly promised a 2-year unconditional warranty. After using the suitcase only a few times, the zipper edges and the handle broke to the point of coming completely undone.

When this issue occurred, I first went to the Adana Optimum branch. The store manager, who had previously assured me, "We will process any exchange," claimed this time that they did not have the same size in stock and could only exchange it for a different size, directing me back to the M1 Adana branch. Since I specifically wanted a medium suitcase from the start and was told one was held for me, I went to the M1 Adana location.

Upon arriving at the M1 Adana branch, the staff member told me that company policy had changed, refusing to assist or process an exchange. When I explained that the other branch had approved the exchange and just directed me there, the employee backtracked, saying, "In that case, let's send the item in for inspection," and took the suitcase from me. My luggage is currently held for inspection, leaving me without a suitcase and causing significant disruption.

I believe I am entitled to a replacement when a product sold with a "2-year unconditional warranty" suffers handle and zipper failures in under a year. Furthermore, I am deeply frustrated that two stores under the same brand gave conflicting information, with one agreeing to the exchange and the other stalling me under the guise of store policy.

Since I am going on vacation this weekend, I urgently request an immediate replacement with a brand-new, defect-free suitcase of the exact same size, along with a swift resolution to this matter. I demand that my issue be resolved promptly and that I receive clear updates regarding the process.