Service terms

1. General

By purchasing and receiving the goods, you accept our General Terms of Service. These Terms of Service apply to all returns under warranty. Returns made under the right of withdrawal are excluded from this.

2. Complaints/Returns for Repair – Procedure

Please contact us before returning the product under warranty, especially in the case of PC systems. In many cases, our service technicians can resolve the issue without you having to send in the computer.

If a return is nevertheless necessary, there are two options:

a. We offer a Pick-Up & Return Service (on-site pickup service within Germany, Austria, France, and Switzerland) that you can use. The package will be conveniently picked up at the specified address. Please let us know by phone or email on which day you would like a pickup. Please note that if you notify us by 12:00 PM, we can arrange for pickup no earlier than the next business day. Unfortunately, we cannot specify an exact pickup time.

b. You can also arrange shipping yourself. We’re happy to provide you with a DHL shipping label free of charge. If you pay the shipping costs yourself: You can find information on shipping cost reimbursement under point 6.

If you have identified a defective component in a PC system with the help of our support team or on your own, and are also able to remove it properly, you can send it to us or the manufacturer individually under warranty, thereby saving yourself the trouble of sending in the entire PC system.

For complaints, it is highly beneficial for quick processing if you include a detailed description of the defect and a copy of the invoice for the shipment. We also recommend that you include your current contact information (email, phone) in the defect description so that our service staff can contact you quickly if they have any questions. Our service form already includes all necessary fields, making it easier for you to fill out and for us to process.

Please note that removing the serial number stickers from individual components (e.g., for aesthetic reasons) will void the warranty on those components.

3. Packaging

The sender is responsible for ensuring adequate packaging. Improper packaging will void the warranty claim. The packaging guidelines also apply to Pick-Up & Return, as the picked-up goods are transported via standard mail. Please prepare the shipment to be picked up accordingly.

3.1 PC Systems

Please keep the original packaging of the PC case, including the styrofoam inserts (these are absolutely necessary for shipping the PC), as well as our outer packaging (system packaging) if possible.

To return the PC, use this original case packaging along with a sufficiently large outer box with plenty of cushioning material or our system packaging. The PC in its original packaging must also be packed into a sufficiently large and well-padded outer box (e.g., our system packaging).

For PCs, it is recommended to place the PC, which is packed in the case packaging, into the outer box so that the motherboard is at the bottom and the graphics card and CPU cooler are facing upward. Then mark the top of the outer box so that it is transported in this position later.

3.2 Individual Components

Individual components must be well-packed for shipping (at least 3 cm of padding on each side) and placed in antistatic film/packaging.

4. Data Backup

As part of the repair, it may be necessary to reinstall the PC. The customer must ensure that all important data is backed up before sending in the system.

5. Unjustified Complaints

In the event of an unjustified complaint (no fault found, user error, compatibility issues, damage caused by improper handling, etc.), we reserve the right to charge for the expenses incurred.

Excluded from the warranty are, in particular, defects or damage attributable to: operational wear and tear, improper use, unprofessional tampering, user error, and negligent behavior on the part of the customer; operation with the wrong type of current or voltage, as well as connection to unsuitable power sources; operation in an unsuitable environment (e.g., operating a standard PC in a damp or heavily dusty industrial environment); fire, lightning strike, explosion, power surge, moisture of any kind, incorrect or faulty use of programs or software, virus infection, unless the customer proves that these circumstances are not the cause of the reported defect. The warranty is also void if the serial number, model number, or similar markings have been removed or rendered illegible, if present (e.g., on laptops).

6. Shipping Costs

In the event of a warranty claim, MIFCOM GmbH will cover the costs of return shipping, or the goods will be picked up from you free of charge. If you wish to ship the goods yourself, we will gladly provide you with a DHL shipping label free of charge. If you wish to ship the goods via another shipping provider, please ensure they are sufficiently prepaid. We will, of course, reimburse you for the costs in the event of a valid and accepted claim. For organizational reasons, we do not accept shipments sent freight collect.

7. Shipping Damage

If the packaging or contents are damaged, please leave the goods as they are with the entire packaging and report the damage to us immediately, but no later than the second day after receiving the delivery. In any case, the packaging and goods must be left in the condition in which they were found upon discovery of the damage until the matter is recorded by the representative of the shipping company. If you return the goods to us without prior inspection by the representative of the shipping company or without consulting us, your claim for compensation will be forfeited. In such cases, you will be responsible for the repair costs.

8. Manufacturer’s Warranty for Individual Components

You are welcome to contact the manufacturers of the components directly to obtain an RMA number, if necessary, or to request the required return documentation for direct processing.

9. Disclaimer

MIFCOM GmbH assumes no liability whatsoever for any data loss. Furthermore, all consequential damages caused by defective hardware are generally excluded from any liability on our part. In the worst-case scenario, only the simple value of the goods at the time of delivery is to be reimbursed.

10. Final Provision

MIFCOM GmbH reserves the right to amend or supplement these General Terms of Service at any time. In all other respects, the General Terms and Conditions of MIFCOM GmbH apply. Should individual provisions be void, invalid, or contestable, the remaining provisions shall remain unaffected and shall be interpreted in such a way that the intended economic purpose is achieved as closely as possible in a legally permissible manner.