Mercedes-Benz Premium Headrest Neck Pillow

1. DELAYED ORDERS.

a. If you selected Standard Method, the transit time for small and medium items is around 15-30 days. It might exceed to 30 days depends on the certain circumstances like, city lock down due to pandemic, typhoon, transportation delay, airport problem, etc. If after 40 days and you still havent received your order. Please contact us so we can check the problem.

b. If you selected Express Method, the transit time is around 4-8 days. It might exceed to 8 days depends on the certain certain circumstances like, city lock down due to pandemic, typhoon, transportation delay, airport problem, etc. Please contact us if more than 15 days have passed and you still havent received your order.

c. For BIG Items order like, headlight, tail lights, diffuser, side skirt, big spoiler, etc and you selected Standard Shipping method. The transit time is around 20-60 days. The given tracking number will only update once arrived in your country since the transportation from our warehouse to your country is being handled by different logistics. The status looks frozen and it is normal.

d. For South America and Africa countries under standard shipping method. The transit time is longer than usual. Based on our record, client received their order within 30-90 days.

We suggest that you select Express Method for this country as their local logistics and customs are very slow in processing parcel. If after 100 days and you still havent received your order. Please contact us so we can check the problem.

Note:

Sometimes, the order had arrived at the nearest post office and they make it pending because of insufficient address, package unclaimed, no such number and other wrong information. It will be much more convenient for us to contact your local post office or go to the post office for pick up.

2. ORDERS NOT RECEIVED.

Mikstore will or will not deal with the refund or resend if the tracking information shows the order is DELIVERED depends on the situation.

a. If you do not receive the package, a non-delivery certification issued by the local post office with official seal is necessary. Get a copy from local post office and send it to our email. We will check and investigate, if all are good you have the option to resend the product or get a full refund.

b. If you believe your package has been STOLEN. Then check if your order comes with our Navidium Package Protection? If yes, file a claim HERE, if not read the instructions below.

c. You need to file a police report and send us a copy via email. Once received, we will check and confirm everything then you have the option to choose between resending the order or full refund.

d. Wrong address has been submitted which leads to delivery issues, Mikstore will not offer resend or refund.

Other Scenario:

a) Incorrect / insufficient Address - If already shipped, you need to contact the logistics to change the address ASAP! if not yet shipped, contact us so we can change the address

b) No Such Number - Contact local logistics to update the info.

c) Unknown recipient - Contact local logistics to update the info.

d) Refused - If the package was refused, we do not offer to resend the products. 

e) Do not pick up in time - If the package was not picked up on time and returned already, you need to contact us to resend the products. There is a resending fee for this process. Some countries do not offer resending and we have to wait the products to arrived in our warehouse abroad to resend the products.

f) No safe delivery location - Contact local logistics to request for pick up or change address

g) Uncleared customs - Customs Tax and Duties are buyers responsibilities. You need to pay it before the package will be delivered. European Countries do not need to pay tax if they already paid the tax in the final bill.

Notes:

a.  The local logistics will deliver 1-3 times according to the actual situation. If it is still not delivered during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender. During the return, Mikstore takes no responsibility if products have been lost.

b.  Mikstore cannot offer refund or resend if the undelivered order or package destroyed by local customs.

3. DAMAGED PRODUCT

a. Is your order comes with our Navidium Package Protection If yes, file a claim HERE, if not read the instructions below.

b. Mikstore offers a full refund or a replacement if package arrived is badly damaged (Unusable) and partial refund or a replacement if the package arrived is partially damaged (Useable).

Please send an email ASAP once you discovered that the product was damaged! Please send the following:

• Order number
• Pictures or Videos of the damage product 
• Picture of the whole packaging box showing the damaged part.
• Picture of the shipping label, showing your name, tracking number and other important detail

Once we document and verify everything, we will now proceed with refund or resend.

We might ask you to completely destroy the product as part of our refund/resend documentation process. This is also to ensure that the product will not be used or repaired that might affect the well being of the car.

Note: We will not honor your report if it was submitted after 7 days upon receiving the package! Sometimes a client did a wrong installation that leads to the product being damaged and later on will complain that they received damage product. Please be professional!

4. INCORRECT or MISSING PRODUCTS

Mikstore has a strict quality control process before products are dispatched. Mikstore will deal with incorrect or missing products as follows:

a. For incorrect products, we offer a free replacement. It must be reported within 7 days upon receipt.

b. For products with wrong color, size which doesn’t affect product function, etc., Mikstore offers partial refund.

c. For parts missing which doesn’t affect product function, Mikstore may refund partially or resend the missing part; for parts missing which affect product function, Mikstore will resend the product only.

d. For product accessories or hardwares, Mikstore will resend them.

Notes:

For size problem, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

5. ORDER CANCELLATION

a. Change of mind, Mikstore only refunds 96% of your total payment if your order has not yet been processed or shipped by the warehouse. The 4% service charge from the payment gateway—such as Paypal, Visa, Mastercard, etc.—is not refundable. Before you proceed with your purchase, be sure you're really certain.

b. Cancellation is not possible if the warehouse already starts processing your order especially customizable products like Carbon Fiber Steering Wheel, Shift Knob, Hood Bonnet, Painted Spoiler etc. Contact us first to confirm the status.

C. Cancellation is not possible if the order has already been fulfilled, picked up by the truck or shipped. 

6. RETURN

a.  ALL SALES are FINAL. We only accept return for defective, damaged and wrong product was sent.

b. We do not accept returns if the customer does not like the product, change his mind, car is not available anymore or wrong variant/product has been incorrectly purchased which lead to compatibility issue. 

c.  The return shipping fee is shouldered by the buyer by default, unless we stated so. We do not provide return shipping label since we are located abroad.

d.  Send an email with title of "Return - Order #". Indicate the reason then attach the pictures of the product/s, packaging box and shipping label.

e.  When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.

f.  If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

g.  Please return products within 15 days after receiving products.

h.  Shipping fee from the original order is refundable for the damaged products. 

7. REFUND

a.  Mikstore cannot offer refund or resend if the package was destroyed by local customs.

b.  Mikstore offers a full refund or a replacement if packages arrived are badly damaged (Unusable).

c.  Mikstore offers a partial refund or a replacement if packages arrived are partially damaged (Usable).

d.  Wrong installation of the product that resulted to a damage or make the product unusable is not valid for a refund.

e.  For products with wrong color, size which doesn’t affect product function, etc., Mikstore offers partial refund.

f.   For parts missing which doesn’t affect product function, Mikstore may refund partially or resend the missing part; for parts missing which affect product function, Mikstore will resend the product only.

g.  Shipping fee from the original order is not refundable.

h. Customs Tax and Duties are buyers responsibilities. We do not offer refund if the customer deliberately not pay the associated tax duties on this package.

i.   If you do not receive the package or confirmed missing, a non-delivery certification issued by the local post office with official seal is necessary to proceed with your refund or replacement.

j. If you package has been stolen. You need to file a police report and send us a copy via email. Once received, we will check and confirm everything then you have the option to choose between resending the order or full refund.

k. Full refund if the product is out of stock.

8. WARRANTY

Only products with electronics, LED, lights and wiring have warranty. We do not have warranty for stickers, overlay trims, and aesthetic products. The start of warranty is from the date of purchase.

a. We have 1 year warranty for Mazda and Honda Genuine Parts and Accessories

b. We have 6 months warranty for Aftermarket parts produced by Third Party Company. You can confirm to us your product.

c. Replacement shipping fee is shouldered by the buyer and the cost is based on the weight and packaging size. If you have new order in mind, kindly tell us so we can remove the replacement shipping fee by putting it inside the new order as long as it will fit in the box.

d. If the buyer does not want to replace the defective product with warranty and insist a full refund instead. You may do this as long as the defective item will be returned to our warehouse abroad at your own cost. We do not provide return shipping labels since we are located abroad.

Contact us if you want more info on a certain product warranty.

9. ORDER PACKAGE PROTECTION

a. We are partnered with NAVIDIUM, a package insurance company. We recommend to add this in your order.

NAVIDIUM offers package protection that gives you peace of mind:
• Coverage against loss, theft, or damage in transit
• Instant resolution of shipping issues with just a few clicks
• Item refund or replacement, pending availability
• 24/7 claim support with NAVIDIUM

b. NAVIDIUM is automatically added in your cart. You can opt to remove it in your cart if you do not wish this add-on service.

c. File a claim HERE.

Important Interpretation

1. Force Majeure.

Mikstore takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Mikstore will notify you by email or chat.

2. Unacceptable Disputes.

Mikstore shall not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it.

b. The product description is not real.

c. Products smell unusual.

d. The buyer ordered the wrong items or SKU.

e. The shipping address was provided incorrectly.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.

h. Accidentally ordered a wrong product.

Mikstore always try to offer the best service. If you have any other questions, please feel free to contact us in our email address (customerservice@mikstoreph.com), Facebook Page (Mikstore) or Instagram (@mikstoreshop)

Only products with electronics, LED, lights and wiring have warranty. We do not have warranty for stickers, overlay trims, and aesthetic products. The start of warranty is from the date of purchase.

a. We have 1 year warranty for Mazda and Honda Genuine Parts and Accessories

b. We have 6 months warranty for Aftermarket parts produced by Third Party Company. You can confirm to us your product.

c. Replacement shipping fee is shouldered by the buyer and the cost is based on the weight and packaging size. If you have new order in mind, kindly tell us so we can remove the replacement shipping fee by putting it inside the new order as long as it will fit in the box.

d. If the buyer does not want to replace the defective product with warranty and insist a full refund instead. You may do this as long as the defective item will be returned to our warehouse abroad at your own cost. We do not provide return shipping labels since we are located abroad.

Contact us if you want more info on a certain product warranty.