Return instructions

Would you like to return a purchased item?

You can return purchased items within 14 days, beginning from the day you received them. Please note that a full refund is only possible if the purchased item is in an unused and undamaged condition.

Do you think an item is defective?

Could not fix the problem with the supplied instruction manual (Chapter “Problem solutions”)? Before you send the article back to us, please call us on +49 (0)2565 / 406 2727 or send us an e-mail with a description of your problem to support@mindfield.de.
If you are exercising your warranty rights, please don’t send us items which have been damaged by yourself and where the warranty is not valid. Otherwise this would create unnecessary costs for you.

What you should be aware of when you return an item:

For EU Returns (within European Union):

Every return needs a filled out return slip
Include a copy of your invoice or delivery receipt
No customs documentation required
The returned item must be purchased from Mindfield Biosystems Ltd.

For International Returns (Non-EU Countries – USA, UK, Switzerland, etc.):

Complete return slip with customs information section
Original invoice MUST be included INSIDE the package
Customs declaration must be attached OUTSIDE the package in a clear plastic envelope marked “CUSTOMS DOCUMENTS”
Mark package clearly as “RETURNED GOODS – Originally exported from Germany”
Declare original purchase value on customs forms
Keep tracking number and customs receipt for your records

Required customs forms:

CN22: For packages up to 2kg AND value up to €425
CN23: For packages over 2kg OR value over €425
Select “Returned goods” as merchandise type
Include statement: “German origin goods being returned unaltered”
Use customs code: 4000 (for returned goods relief)

Please read our Terms & Conditions and the chapter about different levels of refunds if the item is in a used condition.

⚠️ IMPORTANT:

Unfree returns will not be accepted and cannot be processed. Also returns without return slip won’t be processed.

International customers: While we strive to make returns customs-duty free through the Returned Goods Relief procedure, please note that some countries may still charge handling fees. We cannot guarantee that all customs authorities will accept the RGR documentation.

You can find the return slip form which you can print here.

Additional information: Return goods procedure.pdf

Shipping fees for your return:

Defective or wrongly delivered items: We refund your shipping fees. Please send us an e-mail to: support@mindfield.de.
All other cases: You will have to pay for the shipping fees.

Please keep in mind:

Items with a value above 100 Euros must be sent with additional shipping insurance
The choice of the shipping carrier is yours
For international returns: Choose a carrier that provides customs clearance support

Need Help?

If you’re unsure about the return process, especially for international returns, please contact us at support@mindfield.de before sending your package. We’re happy to guide you through the process!