Shipping & Returns
If you are unhappy with your purchase you may return unopened items within 30 days of delivery for a refund (excluding shipping charges). There is a 15% restocking fee charged on the credit value.
Customised products are non refundable. If you decide to cancel your order, contact a member of our team asap. If the customised product has not yet gone into production, a refund may be possible.
Sale, End of Line or Ex-Display items are also non refundable.
Items bought online are returned at your own expense, unless damaged, and should be unused, returned in their original packaging and in a fully resalable condition.
We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, you must complete a RETURNS FORM and send together with the package, or simply login to your Mineheart Account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Brexit - EU Customers
Please note that import duties and taxes may be payable to customs in your own country on goods you purchase from the UK. We anticipate that some delays are possible while we navigate the necessary import procedure changes. Some products may be temporarily unavailable for this reason. We thank you for your patience and understanding.
How you will pay VAT and customs charges
Your package may be subject to VAT and other charges on arrival from the UK. The postal service or courier company delivering the package will complete the relevant customs declarations, including where the product is manufactured. You will get a bill from the courier or postal company before your package is delivered. The company usually have an administration charge. Charges vary and there may be a minimum charge (between €10 to €15).
Coronavirus – Your Safety Is Our Priority
We are a small family team and as such we are able to monitor and maintain the highest standards of hygiene at all times down to the smallest detail. We personally pack each order and you can be safe in the knowledge that every product and parcel that is packed here, is handled in a clean environment with love, care and consideration to your welfare and our own at all times.
We can ship to virtually any address in the world. Note that there are restrictions on some products when purchasing from our online store, and some products cannot be shipped to some international destinations. To get a shipping quote for destinations that cannot be processed from our online store, please email your enquiry to firstname.lastname@example.org and we will provide a shipping quote.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
At Mineheart we are committed to delivering high-quality products. Our rigorous engineering and extensive testing drives us to achieve the highest possible standards. As a result of this, we are able to offer a 12 months warranty from the date of purchase on all Mineheart products as standard. This warrants Minehart product(s) to be free from any manufacturing defects.
If you have purchased your Mineheart product via a third party, please note that your warranty will be held with them and may have different conditions to the standard Mineheart warranty. Therefore, we advise you to contact your original point of purchase.
The customer is entitled to free repair or replacement if the product is deemed to be faulty due to any manufacturing defects in design, material or workmanship within the warranty period upon proof of purchase, when:
The product defect is reported within 30 days of its discovery;
Mineheart is notified in writing of the claimed defects;
The product defect is acknowledged as such by Mineheart as a result of faulty design, materials or workmanship of Mineheart;
The Goods or parts thereof claimed to be defective are returned to Mineheart at the risk of the Customer but at the expense of Mineheart.
Minehart shall not be liable for the failure of any Goods to comply with the warranty set in any of the following events:
The defect arises because the Customer failed to follow Mineheart's oral or written instructions as to the storage, use, and maintenance of the Goods or (if there are none) good trade practice regarding the same;
The defect arises because of damage caused during installation;
The defect arises as a result of using spare parts or materials which are not provided by Mineheart;
The Customer alters or repairs such Goods without the written consent of Mineheart;
The defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal storage or working conditions;
The Goods differ from their description as a result of changes made by Mineheart to ensure they comply with applicable statutory or regulatory requirements;
The warranty shall not apply to any bulbs, drivers or components supplied by third parties that are incorporated in the Goods;
Electrical systems in use do not comply with current sector regulations;
Damage caused by accidents or for reasons of an Act of God, such as lightning, floods, fires, or impact of environmental, climatic or any other conditions on the product;
Damage caused by transport;
Mineheart shall not be liable for damages that may be suffered, directly or indirectly, by individuals, animals, and property as a result of not following the instructions or regulations applicable to the installation, use, and maintenance of the product.The warranty excludes lamps and control gear that fail within the expected lifetime margin. If Mineheart is unable to replace the defective product with the same it will use all reasonable endeavor to replace with an alternative of a similar specification.
Should you have any further queries relating to any of the above please email email@example.com