MIRIAD RETURN AND REFUND POLICY
Glossary of Terms
Administration Fee – a fee to cover the costs of handling returned goods (unpacking, checking, and returning to stock).
Non-Delivery – goods which have been dispatched and invoiced, but not received by the customer.
Special Order – goods not held in stock by Miriad which are therefore ordered specifically at the customer’s request.
Working Day – means a day other than a Saturday, Sunday or bank or public holiday when banks generally are open for non-automated business in England.
Returns
All returns must be arranged by submitting a returns request on our website to obtain a Returns Merchandise Authorisation (RMA). This can be done by following this link: Aftersales Request | Miriad Products Limited (miriad-products.com) Once an RMA has been created, the item(s) will need to be returned within 30 days from the date the RMA has been issued. Any item(s) returned without an RMA will cause processing delays and will incur an administration fee of £30 plus VAT. Please note, all fees are subject to change.
Delivery Damage
In the event of delivery damage, a returns request will need to be submitted on our website within two working days from receipt of delivery. The request must include photographs of the damaged item and its external packaging.
Delivery Shortage
In the event of delivery shortage, a returns request will need to be submitted within two working days from receipt of delivery.
Non-Delivery of Invoiced Goods
In the event of non-delivery of goods, no claim will be considered unless Miriad are notified in writing within five working days of the expected delivery date as set out on Miriad’s invoice.
Incorrect Goods Received
All deliveries must be opened and inspected upon delivery. In the event Miriad have supplied items not consistent with the delivery note, a claim will need to be submitted within 28 days from receipt of delivery.
Defective Items
If you believe you’ve received a defective product, please submit a returns request and we’ll respond quickly with assistance. Please note, Miriad is not the manufacturer of any goods supplied. On this basis, Miriad does not provide any warranty or guarantee in respect of the quality of the goods.
In the event the manufacturer does deliver defective or non-conforming goods, Miriad shall use reasonable endeavours to ensure that the manufacturer rectifies this in accordance with the terms of the manufacturer’s warranty.
Return Shipping
To ensure a successful return, all items need to be returned in perfect resalable condition, with all trade packaging and product documentation.
Miriad will be responsible for paying all return shipping costs and original shipping charges will be fully refunded if the return is a result of an error by Miriad.
For any other reason, we will review the return request and notify you if the item is eligible for return. We reserve the right to apply an administration fee of £30 plus VAT, which will be deducted from any refund due to you.
Please note: Miriad will not accept responsibility for loss or damage of returning goods during transit.
Special Order Goods
Special order goods are non-refundable under any circumstances.
Refunds
Once the returned item is received by Miriad, we will inspect the goods and notify you of the outcome. If your return is approved, we will initiate a refund to your account (or original method of payment). You will receive the credit within 5 working days of receipt.
Warranties - FAQs
Q. What details do I need to submit a claim?
The details you need are the make and model, serial number, date of purchase, customer name, product details (including fault) and images of the fault.
Q. Why do I have to fill in a returns request even though I already have an RMA number?
When you submit a claim you will be issued with a unique RMA number which acts as a central document specific to each claim. This is not authorisation of return; it is an acknowledgment of submission. You will still need to fill in a returns request to action a credit or collection.
Q. At what point will I be expected to pay a warranty invoice?
You will never have to pay a warranty invoice, as long as you request a credit or collection of the faulty unit within 3 months of the invoice date. Upon receipt of a return request, if approved, the claim will be usually be credited within 5 working days.
Q. What happens if I don’t submit a returns request for the faulty unit within 3 months?
Unless pre-authorised by Miriad, the invoice will become payable and be automatically applied to your account.
Q.Will I be reimbursed for labour by Miriad?
Yes, if authorised by the part supplier. Miriad follow the labour rates set out by individual part suppliers.
Q.What warranty are Miriad not responsible for?
Whilst not exclusive, here are some helpful links:
Eberspaecher UK Ltd – Customer support hotline e: gb-ri-tlc@eberspaecher.com t: 01425 482110
Specialised Covers Ltd – Customer to contact e: info@specialisedcovers.com or t: 01943 864 646
Thetford – Customer to contact e: claimsgb@thetford.eu or t: 0844 997 1962 with completed claim form or contact local service centre: https://www.thetford-europe.com/gb/dealer-and-service-centres-locator
Truma – Customer to contact e: warranty@trumauk.com or technical@trumauk.com t: 01283 587965
Contact us
If you have any questions on how to return your item to us, please don’t hesitate to contact us by emailing aftersales@miriad-products.com or phoning 01283 586011.