Service & Warranties Policy

Thank you for being Hi-Mind’s customers! Hi-Mind is committed to providing you with the best service possible.

If something wrong ever happens, we will do our best to make it right for you. If you need any assistance in the Product, we are of all your service.

Contacting Hi-Mind’s Customer Service Center

To help us offer you a complete and efficient service, your request in a written form will be very much appreciated.

We aim to answer your inquires within 24 working hours.
We suggest you use the Customer Service Request form when contacting our Customer Service Center. The form is designed to assist you in offering the information we need to solve your service request. Also, it will make the service being processed in a more traceable and organized way.
The Customer Service Request form is available in Acrobat form
Please contact us for a copy. Or, you may directly click Customer Service Request on our website
Wherever you are, we recommend you use our global email address:sales-europe@hi-mind.com

If it’s more convenient for you to send your request by fax, you may send it to our Customer Service Center respectively located in Taiwan or Europe or USA. Just inquire the original Hi-Mind office you usually contact.

Limited Warranties

*Exception may apply to some special contract terms or products.

Hi-Mind warrants product to be free from any defects in materials and workmanship, under normal use and service for a period of standard one year to extanded up to 3 years for end-users, from purchasing date shown on invoice, depending on products, manufacturers warranties policies and regional laws.

WHEN PRODUCT BOUGHT HAS NO OFFICIAL "Hi-MIND LOGO " WARRANTY APPLIED IS BASED ON PRODUCT/COMPONENTS ORIGINAL MANUFACTURER WARRANTY POLICIES

Please, revert to dedicated web pages
or send a mail to Hi-Mind for more details.

During the warranty period, :

The distributor or agent or reseller are expected to support and control customers in offering the warranty & service.
Hi-Mind will either repair or replace an approved defective product or part without charge to you. If it appears that the returned product is not defective, Hi-Mind will charge half of standard repair cost. Standard repair costs are avaiable on request.
Please, revert to dedicated web pages
or send a mail to Hi-Mind for more details.
Hi-Mind reserves the right to request that the customer provide proof of purchase, such as a dated purchase invoice. If warranty card exists, or valid invoice give the consumer purchaser specific legal right.
Any replacement parts provided to the purchaser in fulfillment of this warranty is warranted only for the un expired portion of the original warranty.

Exclusions:

The warranty shall not apply to defects resulting from:

Faulty installation
Misuse or lack of reasonable care
Improper maintenance by the Customer
Unauthorized modification
Operation outside the environmental specifications for the product
Damage that occurs in shipment and accidents.
Damaged or non original packing.
Erased or non readeable or modified Serial Number.
Lacking of regular invoice

Extended warranty shall not be applied to product not labelled with Hi-Mind's brand.

Limitation:

Hi-Mind makes no other warranties, either expressed or implied with respect to our product and according to Warranties procedures and rules..

Requesting a Return Merchandise Authorization

Hi-Mind wants you to be pleased with your purchase. But occasionally, the unexpected happens or something does not work as it should be. Under certain conditions, you may even need to return the goods back to us either for replacement or for repair. Products returned to Hi-Mind can be categorized to the two types listed below:

D.O.A. Exchange
Warranty Repair/Non-warranty Repair

1. Dead on Arrival (D.O.A.) Returns

D.O.A. is defined as product that is inoperable upon first installation.

D.O.A. must be reported to Hi-Mind within 5 working days from the date of arrival unless there’s special legislative regulation to follow in distributor’s territory. Complete packing set , including accessories and manuals , must be returned in original packing

If it is proofed the mistake is ours, we will also cover the return shipping costs.

2. Warranty / Non-warranty Repair -- Defective Product Returns

Products that fail after being in use for any period of time are defined as defective and must be handled under the warranty terms. Only main product, i.e. Monitor, without accessories and manuals, has to be returned in original packing.

Please fill out, the Return Merchandise Authorization (RMA) Request form .
This form is available in printed matter, or in MS Excel file format, or Acrobat pdf format.. Please contact us for a copy. Or, you may directly click RMA Request on our website.
Contact our Customer Service Center to obtain a RMA number. We then will advise you the shipping instructions.
All RMA numbers are valid for a period of 30 days from the date of issuance.
Ship the units prepaid to the destination assigned by Hi-Mind. If it is a RMA case that Hi-Mind will cover the shipping cost for you, we will specify it in our comments made in your RMA Request Form.
Products returned without a RMA number or with an invalid RMA number will be refused and returned to you, without prior notification and at your own expense.
All the items that Hi-Mind included with the product must accompany returns.
Returns must be in the packaging originally supplied by Hi-Mind.
Please pack the goods well so they will not be damaged during shipping.
Please make sure the RMA number clearly appears on the outside of the carton.

3. Special Warranty Policies per product

Hi-Mind branded monitors without touch panel are warrantied 3 years and 3 months from date of delivery to Hi-Mind direct customer.
Hi-Mind branded monitors with touch panel are warrantied: 3 years and 3 months concerning display components, 1 year, 3 months concerning touch components.
All other monitors sold on OEM basis are warrantied 1 year and 4 weeks, from date of develiry from the factory located in Asia or/and Europe
All Auto id Products are warrantied 1 year from date of delivery to to Hi-Mind direct customer

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