"Do you have a guarantee or warranty?" Yes - Mind Portals only chooses to stock the very best quality products . The quality is guaranteed.
All products at our warehouse are checked for perfect appearance and correct functionality. They are checked again by our packing staff before despatch.
All our products should arrive in perfect condition.
If a problem occurs with a product, we'll support you with advice, and if necessary give you instructions how to return it to us for a replacement, or credit .
According to our terms and conditions, you need to contact us first if you have a product issue. We will authorize the return and give you an RMA (return to manufacturer authorization) tracking number for the case. Any products returned without prior authorization are liable to additional handling charges at our discretion.
If you have any difficulties whatsoever with the products, or you are dissatisfied for whatever reason, you can contact us and we will discuss the issue in an open, honest way.
We don't believe companies should ignore their customers or try to hide from problems. We will do our best to deal with your enquiries promptly and helpfully.
We do not offer warranty or support for products not bought from Mind Portals.
Exceptions to Warranty
The warranty does not extend to free repair/replacement in case of damage to products through wear and tear.
Warranty and Returns - Mind Portals Terms and Conditions
Mind Portals Terms and Conditions - Warranty and Returns
All goods dispatched from Mind Portals are checked for quality, including checks of the appearance of the goods, and their function , the hardware and software, the packaging
Mind Portals aims to communicate openly, promptly, and carefully with all customers in relation to issues with received goods.
If you are a customer with goods which appear to have a problem, please talk to us before initiating complaints with Paypal or your credit card provider. Usually there is a way for us to resolve your issue quickly and you your satisfaction!
Who pays for returning items?
The cost of shipping a probable faulty item back to us in the UK would be borne by the customer. This cost may be refundable if a serious error has been made by Mind Portals. In these cases we will communicate with the customer to offer this.
The expense of shipping replacement items and parts back to customers is borne by Mnd Portals . We also bear the cost of taxes and charges from importing returned items back through UK Customs.
If a mistake was made, can Mind Portals refund the customer's return shipping costs?
If items received are substantially not as described, Mind Portals will be able to offer a full refund depending on the details of the case, at our discretion. Our aim is for you to feel completely satisfied with your purchase.
We'll always ship you the correct items that you ordered.
We'll make sure the specifications of the product you are sent matches the description.
We will send you exactly what you order, so please read descriptions before purchasing.
In what situations are returns NOT offered to customers?
Mind Potals does not accept returns of goods where the buyer/consignee has simply changed his/her mind, or where the goods are not functionally faulty. Mind Portals will also not accept return of goods for reasons of product colour differences unless the customer clearly indicated colour choices in their order comments.
MindPortals does not permit returns where customers/consignees simply refuse to pay their import duties or customs charges from their own country.
How can customers get a refund for returned items?
Where the customer has communicated with Mind Portals and faulty goods are returned using our returns process, a refund can be offered either to the customer's Paypal account or in the form of credit for future orders. Customers can also request replacements of the products. If customers need to replace the faulty items with other items (e.g. if equivalent replacements are required but the original item is no longer in stock) then the customer may be requested to use the mind portals.com online shop to check out a new order, which will be processed with transferred credit from the original order.
The returns process for faulty goods is as follows:
1. Customer opens a support ticket detailing the order number, product name/item code, and nature of the
problem.
2. Mind Portals replies authorising the return and providing a returns slip for enclosing with the returned
goods.
3. Customer returns the goods by normal post using the instructions on the returns slip. Customer indicates
on the returns slip if a refund or replacement is required.
4. Mind Prtals receives the returned goods and informs the customer. At this point replacement/refund
requests are clarified if necessary.
5. Mind Portals checks the goods and issues a refund/credit/replacement as required. Replacements are
delivered with the shipping cost covered by Mind Portals , with full tracking details provided, dispatched
within 10 days (usually sooner) as per normal Mind Portals orders.
Are there any situations in which a full refund NOT offered on returned goods?
If items are returned to Mind Portals without a properly completed returns slip, we may not be able to identify which order/customer the return is from, and so may not be able to complete a refund or replacement.
If items are returned to Mind Portals without any discussion or without any returns slip, we reserve the right not to provide a refund/replacements, or to make only a partial refund.
If items are returned using the above process, and are found not to be faulty at all, Mind Portals will offer a refund of the full goods value only, not the original shipping cost.
If returned items are received which are damaged by the user or missing parts or key accessories, Mind Portals reserves the right not to make a full refund. In particular this applies to customers who flash the firmware on MP4 Players, which according to our terms constitutes damage to the product. Additionally our definition of 'user damage' applies to attempts to disassemble a product, or repair attempts that affect the functionality, or removal of installed parts incurring damage to a product without prior discussion.
What if there is a shipping problem?
First of all, shipping problems are relatively rare. We check all orders to ensure the delivery information is sufficient for the courier, and tracking details are given to customers so they know when to expect delivery.
Shipping problems where Mind Portals will offer full assistance include:
Cases where the package has apparently been broken into during shipment, or the package has been damaged and the goods are damaged. In these cases the customer must refuse receipt of the goods and clearly state the problem to the courier. Then the customer must contact Mind Portals and we will resolve the matter with the courier. Once the issue has been confirmed we will follow up the insurance claim with the courier and ship a replacement order to the customer as soon as possible. Such cases are in fact very rare.
Cases where the package is lost or misrouted by accident or by the fault of the courier. In these cases we will pursue the insurance claim with the courier and create a replacement dispatch of goods for the customer as soon as possible.
Cases where the package is delivered to the wrong address: in this eventuality Mind Portals will work with the courier to solve the problem and ship new goods to the customer as soon as possible.
Please also refer to the public terms and conditions of the courier used for the shipment. Their terms will include time limits for claims and complaints about damage e.t.c after you have signed for the goods.
What if Mind Portals sends the goods with a different courier?
Mind Portals reserves the right to select a different shipping company from the one you originally selected in your order. This may occur for reasons of shipping capacity, speed, or known importation efficiency issues of certain carriers to certain countries. If the shipping company is changed you will not be charged extra. If you absolutely require a certain courier for your own reasons, e.g. they are known to be better at clearing goods through customs or they are faster e.t.c then you MUST iterate this in your order comments, e.g. "Shipment Must Be With [courier name]".
What about Import Taxes and Customs?
Mind Portals is not responsible for informing the customer or consignee about their own country's import regulations or taxes or duties. Therefore if an order is dispatched and is blocked by the consignee's country's customs, or if the customer refuses to accept delivery because of refusing to pay customs charges, duties, or other taxes, Mind Portals is not liable in these instances for the costs incurred in the process of returning the goods to UK . So please do your best to find out about import regulations and taxes before you place orders.
If whole shipments are held or impounded by the delivery country's Customs, Mind Portals will communicate with the customer/consignee and the courier on a case by case basis. Such cases are extremely rare and can normally be solved by providing e.g. CE certification or other paperwork.
