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shopping guide

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Shipping

  1.  Delivery is only available within the United States. Shipping will commence at the end of January, 2014.

    • Purchase cannot be cancelled after shipment takes place. If you want to cancel, you must send your order cancellation request via the email (os@tenminds.com) within 24 hours of payment. We will reimburse you no later than 14 days from the day on which we receive your cancellation request.



Warranty

 Warranty period is 12 months

 This warranty is limited to either the repair or replacement of the defective product during its warranty period. 


This warranty does not cover: 


1. Products found to be defective after the warranty period has expired.
2. Products subjected to misuse or abuse, whether by accident or other causes. Such product conditions will be determined by the Company at its sole and unfettered discretion.

3. Products damaged due to a natural disaster, including but not limited to lightning, flooding, earthquake, or fire.
4. Products modified in any way NOT described explicitly in the corresponding product's user manuals.
5. Software products.
6. Products with an altered and/or illegible serial number.
7. Loss of data or software. 

Refund

 Refund is only applicable for products under ["2. Valid Reasons for Product Return"]

 Once your return is received and inspected, we will send you an e-mail to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request.

- If your return request is approved, then your refund will be processed. You will be refunded via the original method of payment (PayPal) within 10 business days.

- If your return request is rejected, the product will be shipped back to you as per condition we received but shipping cost and/or any import duties/fees payable upon re-entering your country will be payable by you.

 We reserve the right to refuse a refund on any product.

 Returns received after 14 days following your notification to us of a possible fault may not be eligible for a refund, at our sole discretion.

Return/Exchange

  • 1. Return Policy

    - You may return your product to us by submitting a Return Request within 7 days of receipt of shipment with valid reasons below [see "2. Valid Reasons for Product Return"].

    - After 7 days, products may be returned only under warranty coverage. [Please refer to "Warranty"]

    - Please note that return request can be raised and considered only after package is received by customer.

    - Return policy is not applicable and refund will not be given due to customer failure/refusal to receive order, resulting in return or abandonment of parcel by courier or customs due to non-delivery. In case any fees/cost charged to us due to the refusal, we have the right to charge the same amount to the customer.

    - Returns and exchanges are only valid for purchases made through our official online shop. We will not process returns on products purchased from other retailers or third-party websites. If a customer has purchased a Motion Pillow through a retailer or third-party website, it is the retailer's responsibility to handle the exchange or return.

    - To complete your return, we require a receipt or proof of purchase.

     

    2. Valid Reasons for Product Return

    - You may return your product if it is due to any of the following reasons:

    ① Defective product*

    ② Damaged product(due to shipping)**

    * Defective products must be informed as soon as possible within 7 days of receipt of shipment.

    ** Damaged packages must be reported within 24 hours of receipt of shipment.

    - Please send us a Return Request via email (os@tenminds.com) first and await our shipping instructions. [See "4. How do I return a product?"].

    - Please note that return request does not apply to customer's change of mind.

     

    3. Shipping of Exchange or Replacement Products

    - As long as the customer submits a Return Request within 7 days of receipt of shipment with valid reason for return [see "2. Valid Reasons for Product Return"], we will cover the cost of the return shipping. Please see the following regional policies:

    • USA: prepaid return label issued

    - To exchange a defective product, you need to send a Return Request via email (os@tenminds.com) for troubleshooting. Please provide proof of purchase for the product to speed up the process. Note that we have a one-year warranty in the US. After one year, we can still issue replacement parts at cost.


     

    ※ Please note that we are not responsible for products that have been accidentally returned to us. If you want a returned package to be sent back to you, we may request that you cover the delivery cost.

     

     

    4. How do I return a product?

    Step 1: Read “1. Return Policy” (proceed to Step 2 if applicable).

    Step 2: Send Return Request via email (ask@tenminds.com) - Attachment of photos/videos will help speed up the assessment process.

    Step 3: Seller will assess submitted request (Seller may ask for additional information and details). And if found to be acceptable, seller will send shipping instructions and return address to customer within 5 business days.

    Step 4: Follow instructions on the e-mail and pack products securely in box.

    Step 5: Drop off product to designated shipping company and inform Seller of tracking details.

     


    Note: You will be responsible for the condition of the returned product(s) until they reached us. 10minds Co., Ltd. reserves the right to reject returns sent or communicated beyond the return period limit, or product(s) which are not in the same condition in which they were received. 


    The product(s) collected will undergo a full diagnosis in order for us to best advise you on your option(s).



    <Return Request Form>


    1. Customer name: 

    2. Email address: 

    3. Country of residence: 

    4. Order number: 

    5. Date of Purchase: 

    6. Product name: 

    7. Reason: 
Personal Information Control Manager [View Privacy Policy]
  1. - E-mail : os@tenminds.com