References in this Returns Policy to 'we' and 'us' are to Durham Systems Management Limited; 'Products' are to products listed on our website www.themindpeople.com('Website') and 'Contract' are to the contract between you and us in respect to the sale of Products via our website or via the telephone.
Each time you make a purchase of Products, you enter into a Contract with us. If you buy a number of Products in one order to be delivered to the same address, the Contract shall cover all the Products in that order. If you order Products to be delivered to different delivery addresses, there shall be a separate Contract in place in respect of each delivery address and each Contract shall cover all the Products being delivered to that address.
In addition to your statutory rights to cancel your Contract set out in Clause 3 below, if you are not entirely satisfied with your purchase, you may return it to us within 14 days of the date shown on your dispatch note or invoice, whichever is the later. Products must be returned to us in accordance with Clause 4 ('How to make a return') below. We may refuse to provide a refund where Products are not returned in accordance with Clause 4. This does not affect your statutory rights as a consumer to cancel the Contract as set out below.
If you wish to return or cancel your Contract in respect of a Product which was bought as part of a promotion, we can only process the return if you return all the Products which were the subject of the promotion.
Some products, including some sensors, electrodes and consumables are non-returnable for health and safety / hygiene reasons. For a complete list of non-returnable items, please contact Technical Support at the address at the foot of the page.
If you are contracting as a consumer, you may cancel your Contract with us at any time within 7 working days, beginning on the day after you receive the Products which are the subject of the Contract ('Cooling-Off Period').
In order to cancel your Contract, you must notify us in writing at one of the addresses set out in Clause 8 within the 7 day Cooling-Off Period and then return the Products to us in accordance with Clause 4 below.
Please note that in order to cancel your Contract, you must return all the Products that were covered by the order. You must take reasonable care of the Products that you wish to cancel and not use them.
If you wish to return a Product, you must notify us our your intention to do so before returning the Product. We will provide you with a Return Merchandise Authorisation (RMA) number. The Products must be returned unused in their original packaging and the RMA number must be clearly displayed. You may contact us by telephone or email to obtain an RMA number. WE CANNOT ACCEPT RETURNS THAT DO NOT HAVE AN ASSOCIATED RMA NUMBER and any items returned to us without an RMA number will not be processed and may become lost within our system.
Unless you have cancelled your Contract with us within the 7 day Cooling-Off Period in accordance with Clause 3, we will deduct a 20% re-stocking fee from any refund due to your debit / credit card / Paypal account in respect of the cost we will incur in administering the return, except where you received free delivery when purchasing the Products as part of a promotion, in which situation we reserve the right to deduct a 20% re-stocking fee from any refund due to your debit / credit card / Paypal account in respect of the cost we will incur in administering the return.
For the avoidance of doubt, we will not deduct a re-stocking fee in respect of Products which were delivered faulty or incorrectly by us, or where you have cancelled your Contract within the 7 day Cooling-Off Period in accordance with Clause 3. Items returned outside of the 7 day cooling off period and, after inspection, are deemed to be functioning correctly, will be subject to an inspection fee as defined in "Repairs and Upgrades" below.
If you are returning a unit from outside the European Union, you should mark your package "Item returned for repair - no value for customs purposes" and put a nominal value of £10.00 ($15.00 / €15.00) on the shipping details. If you put the full retail price on the package we will be charged import duty and VAT which we will have to pass on to you.
If you cancel your Contract within the 7 day Cooling-Off Period in accordance with Clause 3 and return to us all the Products which are the subject of the Contract, we will refund the amount due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the Product in full, (excluding the delivery charges incurred in sending the Products to you).
If you return the Product for any other reason, for example you claim that the Product is defective or is not what you ordered, we will examine the returned Product and will notify you of any refund you are entitled to via e-mail within a reasonable period of time.
Provided that the Product is defective or you have returned the Product within 14 days, We will refund the amount paid less any re-stocking fee as soon as possible and, in any case, within 30 days of the day we confirm to you via e-mail that you are entitled to a refund for the Product. Products returned by you because of a defect will be refunded in full, excluding the delivery charges for sending the item to you.
In the event that we do not receive the returned goods, we will refuse to refund the cost of the equipment. It is therefore very important that you follow the instructions in Clause 4 above regarding "How to make a return".
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Defective items returned for exchange will be replaced within 21 days.
Equipment that is returned for repair within the warranty period but is, after inspection, deemed to be a result of wear and tear, will be subject to a repair fee and return postage.
Equipment returned to us under the warranty scheme, but found to be functioning correctly, will be subject to an inspection fee of £95 + VAT per item returned plus the cost of insured return postage.
If you return equipment to us outside of the warranty scheme, it will be subject to an inspection fee of £95 + VAT per item. We will inform you of the cost of repair within seven days of receipt of the equipment. Please note that the minimum charge for a repair or upgrade is £50 plus VAT, plus the cost of insured return postage.
Please contact us at :
Post: Durham Systems Management Limited, Fernlea House, Newby, Penrith, CA10 3EX