Refund and Return Policy

This Refund and Return Policy (“Policy”) applies to all orders placed through the online store milehold.com and forms an integral part of the Terms and Conditions of Milehold UAB (the “Seller”). Capitalised terms have the meaning given to them in the Terms and Conditions. “Consumer” means a Customer who orders for purposes outside their trade, business, or profession; “business customer” means any other Customer.

1. 30-DAY RIGHT OF WITHDRAWAL – ONE SINGLE PERIOD
1.1. The Customer has the right to withdraw from the contract and return the goods within 30 days from the date of receipt of the goods, without giving any reason, subject to the conditions set out in this Policy.

1.2. ONE SINGLE 30-DAY PERIOD. The law grants consumers a withdrawal period of 14 days. The Seller has extended this period to 30 days. There is only one withdrawal period under this Policy – the extended 30-day period – which applies to all Customers and to all returns without reason. There is no separate 14-day return period and no separate 30-day return period; the extended 30-day period replaces and includes the statutory 14 days. The mandatory rules that the law attaches to the statutory part of this period (Section 6) apply within the same single 30-day period and do not create a second one.

1.3. SHIPPING COSTS ARE NOT REFUNDABLE. If the Customer returns a device within the 30-day period without giving any reason, only the price of the device is refunded. The cost of the original delivery to the Customer and the cost of the return shipment to the Seller are not refunded and are deducted from the refund (see clause 5.2). The only exception is the mandatory rule for consumers set out in clause 6.1(c).

2. RETURNS AND REFUNDS ARE PROCESSED ON EXPLICIT REQUEST ONLY
2.1. A withdrawal, return, refund, replacement, or repair is processed only upon an explicit request submitted by the Customer. The request must be sent by e-mail to info@milehold.com within the 30-day period and must clearly state what the Customer is requesting (for example: withdrawal from the contract, return of the goods, refund, replacement, or repair). The model withdrawal form in Section 13 may be used, but is not obligatory; any other unequivocal statement of the decision to withdraw is sufficient.

2.2. A message that merely describes a problem, asks a technical or installation question, reports an issue with the product or the delivery, or expresses dissatisfaction, without clearly requesting a withdrawal, return, or refund, is not considered a withdrawal, return, or refund request. The Seller is under no obligation to infer, anticipate, or assume that the Customer wishes to return the goods or to receive a refund unless the Customer expressly states so. The 30-day period starts to run from the date of receipt of the goods and is not extended by such messages.

3. REQUIRED INFORMATION AND EVIDENCE
3.1. Every return, refund, replacement, repair, or warranty request must include:
– the order number and the e-mail address used for the order;
– a clear statement of what is being requested (withdrawal, return, refund, replacement, or repair); and
– for requests other than a withdrawal without reason under Section 1, a description of the reason for the request.

3.2. Where the request concerns a defective, damaged, faulty, or non-working device, the Customer must additionally provide photo and/or video evidence clearly showing:
– the device and its current condition;
– the defect, fault, or malfunction itself (e.g. a video of the device not working, error messages, or the non-functioning behaviour); and
– the installation and connection of the device, including wiring, connectors, and the vehicle or system it was connected to.

3.3. A claim that a device is defective or not working will not be accepted without such evidence. The Seller may request additional information or evidence where reasonably necessary to assess the request, including a video of the device being tested. Requests submitted without the required information or evidence will not be processed until it is provided. The Seller is not responsible for delays caused by missing or incomplete evidence.

4. RETURN AUTHORIZATION AND RETURN LABEL
4.1. After receiving the request (and, where applicable, the evidence), the Seller confirms receipt by e-mail and provides a return authorization number, a return label, and return instructions.

4.2. The goods must be sent back using the return label and marked with the return authorization number, within 14 days from the day on which the Seller’s return authorization is issued.

4.3. Packages sent back without a prior request, without return authorization, or without identification may be delayed, rejected, or returned to the Customer at the Customer’s expense.

5. CONDITIONS OF THE 30-DAY RETURN WITHOUT REASON
5.1. Condition of the goods. A return without reason may be requested only if the device has not been used, has not been installed or connected to any vehicle or system, and has not been unpacked from its original sealed packaging. The device must be returned in its original packaging, complete with all accessories, cables, connectors, and documentation, in the same condition in which it was delivered.

5.2. Refund amount – shipping costs not refundable. Where the Customer returns a device within the 30-day period without giving any reason, the refund covers the price of the device only. Shipping costs are not refundable in any case: both the cost of the original delivery to the Customer and the cost of the return shipment to the Seller (Section 9) are deducted from the refund. Any customs duties, import taxes, payment or currency-conversion fees paid by the Customer are likewise not refunded.
Example: device price 300 EUR, original delivery 35 EUR, return label 40EUR – refund 260EUR.

5.3. Inspection and rejection. Upon receipt, the Seller inspects the returned device. If the inspection reveals evidence of use or installation – including, but not limited to, scratched, marked, bent, or worn connectors or pins, marks from wiring or clamps, an opened or damaged seal, missing accessories, or signs of the device having been powered or connected – the Seller has the right to reject the return. In that case no refund is issued, and the shipping costs in both directions, together with the cost of sending the device back to the Customer, are charged to the Customer and deducted from any amount otherwise payable. The Seller may, at its sole discretion, instead offer a partial refund under clause 11.2, from which the shipping costs in both directions are also deducted.

6. MANDATORY CONSUMER RULES WITHIN THE EXTENDED 30-DAY PERIOD (CONSUMERS ONLY)
6.1. The single 30-day withdrawal period in Section 1 includes the 14 days guaranteed to consumers by law. Where a Customer who is a consumer declares the withdrawal within the first 14 days of that same 30-day period (counted from the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquired physical possession of the goods), the law requires the following, notwithstanding Section 5:

(a) Permitted inspection. The consumer may open the packaging and visually inspect the goods to the extent necessary to establish their nature and characteristics, in the same way as would be permitted in a physical shop – that is, looking at the device, its connectors, cables, and accessories, and checking that the delivered item matches the order. The devices sold by the Seller do not have their own battery or power supply and can only be powered by connecting them to a vehicle’s electrical system or wiring. For this reason, the functioning of the device cannot be tested by the consumer without installing and connecting it to a vehicle, and such a test is not part of the inspection permitted under this clause. Installing the device, connecting it to a vehicle, its wiring, or any other system or power source, powering it up, or using it in any way goes beyond what is necessary to establish the nature and characteristics of the goods, and any diminished value resulting from it is deducted under (b).

(b) Diminished value. Instead of rejecting the return, the Seller deducts from the refund the diminished value of the goods resulting from any handling beyond what is described in (a). Evidence of such handling – including scratched, marked, bent, or worn connectors or pins, marks from wiring or clamps, signs of the device having been powered or connected, or missing accessories – entitles the Seller to make this deduction. Where a device has been installed or connected to a vehicle or system, the diminished value may amount to the full value of the goods, since such a device cannot be resold as new.

(c) Refund amount. The Seller refunds the price of the goods together with the cost of the least expensive standard delivery offered by the Seller. Supplementary costs resulting from the consumer’s choice of a more expensive delivery method are not refunded. The consumer bears the direct cost of returning the goods (Section 9), which is deducted from the refund.

(d) Refund timing. The refund is made without undue delay and no later than 14 days from the day on which the Seller is informed of the withdrawal, using the same means of payment as the original transaction unless otherwise agreed. The Seller may withhold the refund until it has received the goods back or until the consumer has supplied evidence of having sent them back, whichever is earliest.

(e) Return deadline. The goods must be sent back without undue delay and no later than 14 days from the day on which the consumer communicated the withdrawal; the deadline is met if the goods are dispatched before that period has expired.

6.2. These mandatory rules do not create a separate return period. In all other cases within the extended 30-day period – i.e. a consumer’s withdrawal declared after the first 14 days, and any withdrawal by a business customer – Section 5 applies in full.

7. DEFECTIVE OR NON-WORKING DEVICES
7.1. Claims must be explicit and supported by evidence. Warranty and defect claims must be submitted by the Customer as an explicit request in accordance with Sections 2 and 3, including photo and/or video evidence of the alleged defect and of the installation. The Seller assesses the claim on the basis of the evidence provided and may request the product to be returned for inspection before any remedy (repair, replacement, or refund) is granted. A report of a problem that does not clearly request a remedy is not treated as a warranty claim.

7.2. Repair or replacement first. If a device is found to be defective or not working, and the defect is covered by the warranty, the Seller will in the first instance repair the device or replace it with a new or equivalent working device, at the Seller’s choice. The Customer is not entitled to demand a refund as the first remedy.

7.3. Refund at the Seller’s discretion. A refund for a defective or non-working device is granted only at the Seller’s discretion, in particular where repair or replacement is not possible, would involve disproportionate costs, or cannot be completed within a reasonable time. The Seller decides which remedy (repair, replacement, or refund) is applied after assessing the evidence provided under Section 3 and, where required, after inspecting the returned device.

7.4. Return for inspection. The Seller may require the defective device to be returned before a repair or replacement is carried out. A replacement or repaired device is dispatched after the defective device has been received and inspected by the Seller. If the inspection shows that the device is working correctly or that the defect was caused by the Customer (see clause 7.5), the device will be returned to the Customer at the Customer’s expense, and no remedy will be provided.

7.5. Installation damage is not a warranty case. The products sold by the Seller are technical electronic devices that require appropriate technical knowledge, tools, and care to install. The Customer is responsible for ensuring that the person installing the product has sufficient knowledge and experience to do so correctly; otherwise the product must be installed by a qualified specialist. The product must be installed strictly in accordance with the installation manual. If the installation manual is not included, has been lost, or is unclear, the Customer must request it from the Seller at info@milehold.com before starting the installation; the Seller provides the installation manual on request. Damage to the device, the vehicle, or any other system caused by installation carried out without sufficient knowledge, without the installation manual, or contrary to the installation manual (including, but not limited to, incorrect wiring, reversed polarity, short circuits, connection to the wrong pins or connectors, incorrect vehicle or model selection, or damage to connectors, pins, or the housing), as well as damage resulting from misuse or modification of the product, is not a warranty case. In such cases the Seller is not obliged to repair, replace, or refund the product, the claim will be rejected, and any return shipping and inspection costs may be charged to the Customer.

7.6. The warranty itself is governed by Section 9 (Warranty for Defects and Guarantee) of the Terms and Conditions.

8. REFUND PROCESSING
8.1. Unless clause 6.1(d) applies, refunds are processed within 14 days after the Seller has received and inspected the returned goods.

8.2. A refund is issued only where the Customer has expressly requested a withdrawal or refund in accordance with Section 2; where the Customer has requested a replacement or repair, the Seller will process that request instead. For defective or non-working devices, repair or replacement takes priority over a refund, as set out in Section 7.

9. RETURN SHIPPING COSTS (SELLER’S RETURN LABEL)
EU-zone : 40.00 EUR
Rest of the world : 55.00 EUR

10. TRACKING AND RISK
The Customer is responsible for ensuring that the package reaches the Seller safely and must provide a valid tracking number. Untracked or lost parcels cannot be refunded. Goods remain at the Customer’s risk until received by the Seller.

11. EXCLUSIONS
11.1. The 30-day return without reason under Section 1 does not apply to:
– Products that have been unsealed, installed, modified, or used (for consumers who withdraw within the first 14 days of the 30-day period, clause 6.1(a) and (b) apply instead).
– Electronic control modules or components that have been connected to a vehicle or system.
– Products damaged by improper handling or installation.
– Custom-made or special-order items produced to customer specifications.

11.2. For partially used or tested products, a partial refund of up to 60% may be granted after inspection, depending on condition and resale potential.

12. REFUSED DELIVERY AND UNPAID DUTIES
If a Customer refuses delivery, or fails to pay import duties or taxes causing the parcel to return, the Seller reserves the right to deduct both outbound and return shipping costs from the refund.

13. MODEL WITHDRAWAL FORM
(Complete and return this form only if you wish to withdraw from the contract.)

To: info@milehold.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*): ______________________
Ordered on (*) / received on (*): ______________________
Order number: ______________________
Name of consumer(s): ______________________
Address of consumer(s): ______________________
Date: ______________________
(*) Delete as appropriate.