Return and Refund Policy

a. Scope

This policy sets out the rights and responsibilities of customers using MICAFI's assisted purchasing and international auction services, of the MICAFI platform itself, and of the partners involved in providing the service — including marketplaces, international sellers, carriers and warehouses.

b. Objectives

• to protect customers' reasonable interests as fully as possible;
• to make clear the limits of MICAFI's responsibility as an intermediary purchaser, rather than the manufacturer or final seller of the goods.

a. Assisted purchasing

You supply a product link, order details or place an order through the MICAFI system. MICAFI then buys the product from the seller or international marketplace on your behalf, makes payment and arranges shipping to your destination country.

b. International auctions

You authorise MICAFI to bid on international platforms such as Yahoo Auction or eBay. Most auction goods are used, sold "as-is", or carry no return policy from the seller or the platform. You understand and accept the risk relating to the actual condition of goods described by the seller.

c. MICAFI's legal role

MICAFI is an intermediary:

• it does not manufacture, warrant or fully control the quality of the goods;
• it is responsible for ordering in accordance with the information you provide, arranging shipping and delivery, and helping you raise a complaint with the seller or the platform so far as it is able;
• unless otherwise agreed, MICAFI is not the final seller of the goods.

3.1. New goods bought from international marketplaces

These are goods bought from international marketplaces such as Amazon, Rakuten or eBay, or from international retail websites with a clear product description. MICAFI will apply the return policy of the marketplace or seller where one exists, and will help you deal with the seller so far as it is able.

3.2. Auction goods, used goods and "as-is" goods

This category covers:

• goods bought through international auctions;
• used goods, or goods described as "as-is", "refurbished", "no return" or "final sale";
• goods with minor faults that were clearly described in the auction listing.

As a general rule MICAFI does not offer returns on this category, except where:

• the goods are badly broken or seriously damaged during international shipping;
• MICAFI delivered the wrong product compared with the details you confirmed — for example the wrong model or the wrong auction reference.

3.3. Goods that cannot be returned

Unless the law requires otherwise, the following are not normally eligible for return:

• goods that are prohibited or restricted from import under the law of the destination country;
• food, drink and other perishable products;
• medicines, supplements and cosmetics where the seal has been broken or the product has been used;
• underwear, swimwear and other intimate products;
• goods made to order, custom-designed, engraved or otherwise personalised;
• goods marked by the seller as "no return", "final sale" or "refurbished".

MICAFI will consider a return or refund in the following cases, depending on the type of order and the policy of the marketplace or seller:

• the wrong product was delivered;
• the model, version, size or colour differs from the confirmed order;
• the quantity is short, or an important part of the product is missing;
• an item is missing from the order, or a key accessory is missing so that the product cannot be used — for example a missing adapter or controller;
• the goods are broken, dented or badly deformed in transit;
• the goods are cracked, split or visibly deformed compared with their original state, seriously affecting their usability;
• the goods clearly do not match their description;
• the fault is found to lie with MICAFI or with a carrier appointed by MICAFI.

For new goods bought from a marketplace seller, MICAFI will also consider a return or refund where the goods differ substantially from the seller's description — for example where a phone was ordered but a completely different product arrived, or the actual specification is significantly lower than described. Assessing such a claim requires clear evidence: photographs, an unboxing video, and the product description shown on the website or marketplace at the time of ordering.

MICAFI may decline a return or refund where:

• you have changed your mind or no longer need the product;
• the goods match the description, model, size and colour ordered but no longer suit your personal needs;
• there are minor differences in colour, size or packaging;
• there are slight variations caused by lighting, display devices or differences between production batches;
• the packaging differs from the version distributed in your country but quality and function are unaffected;
• the product has been used beyond what an initial inspection requires;
• the goods have been used, scratched, had labels or seals removed, or are missing accessories through your own fault;
• the product was damaged by incorrect use, the wrong power supply or unsuitable operating conditions;
• the request was submitted after the deadline set out in section 6;
• the goods fall within the "no return", "as-is", auction, used or refurbished categories and the fault was within the seller's original description;
• the problem arose because you supplied inaccurate information;
• the delivery address or telephone number was wrong, or the delivery details were incomplete or inaccurate;
• you ordered the wrong size, colour or model but MICAFI acted correctly on the request you confirmed.

6.1. General conditions

To have a return or refund considered, you must:

• notify MICAFI as soon as you discover a problem with the order or the goods;
• provide a full unboxing video showing every side of the package, and/or clear photographs of the condition of the product;
• keep the outer packaging intact, including any seals, stamps and labels;
• clearly show the fault, breakage or wrong delivery;
• where goods must be sent back, keep the product as close as possible to the condition in which it arrived, apart from the fault or damage itself.

6.2. Deadline for submitting a request

The deadline for submitting a return or refund request is three (3) business days from successful delivery, as recorded by the carrier.

Where goods arrive broken, shattered or badly deformed, MICAFI recommends notifying us within 24 hours of delivery so that we can act promptly.

After that deadline MICAFI may decline to process a return or refund request, unless otherwise agreed in writing or required by law.

6.3. What to do when your parcel arrives

a. Film the unboxing

To protect your interests, please film the entire unboxing as soon as you receive the parcel from MICAFI. The video is important evidence that allows MICAFI to take the matter up with the international seller or the carrier if you make a claim.

When filming or photographing the unboxing:

• film all six sides of the package;
• clearly show the waybill attached to the outside and the order reference, matching your MICAFI order;
• record the condition, quantity, and any fault or damage;
• make sure the video or photographs are sharp, unblurred and not edited together;
• if the file is too large, upload it to Google Drive or YouTube as a public link and send us the link by email.

b. A note on electrical products

• electrical products bought abroad normally run on 110V–120V;
• please check the instructions and the power supply provided with the product;
• damage caused by using the wrong voltage is not covered by returns or warranty.

c. If something is wrong

If the product is faulty, incomplete, damaged or does not match its description, please describe what happened, attach the unboxing video, and send it to MICAFI's official support channels.

Step 1 — Submit the request

Send your return or refund request by email to order@micafi.com or through MICAFI's customer care channels. Include the order reference, a description of the problem, photographs, the unboxing video and any other supporting evidence.

Step 2 — Verification

MICAFI checks the order details together with the images and video you provided. Where necessary we may ask for further evidence, such as a clearer video or photographs of the serial number or product label.

Step 3 — Return instructions

If the goods need to be sent back to MICAFI for inspection or exchange, we will tell you the return address, the appropriate shipping method, and who bears the cost in your particular case.

Step 4 — Assessment and decision

Once we have all the information and, where relevant, the returned goods, MICAFI will:

• establish the cause of the fault — whether it lies with the seller, international shipping, domestic delivery or the customer;
• take the matter up with the marketplace or international seller where this falls within the support we can offer;
• inform you of the outcome and how the case will be resolved.

Step 5 — Processing time

How long this takes depends on the complexity of the case and on the process required by the international marketplace or seller — usually between 7 and 30 business days. MICAFI will keep you updated as new information arrives.

8.1. Who bears the cost

a. Where the fault lies with MICAFI or a partner it appointed

For example: the wrong product or wrong model was ordered compared with your request, or the goods were damaged during domestic shipping arranged by MICAFI.

MICAFI bears the reasonable costs of the return, including domestic return shipping and any related handling costs.

b. Where the fault lies with the seller or the international marketplace

MICAFI will help you make a claim under the policy of the marketplace or seller.

• if the marketplace or seller agrees to a refund or exchange, MICAFI will pass on to you the amount actually refunded, less any additional costs incurred and notified to you in advance;
• if the marketplace or seller refuses a refund or exchange, MICAFI is not obliged to compensate you in their place, unless the fault lies with MICAFI.

c. Where the fault lies with the customer

You bear the shipping and handling costs if you still wish to return the goods, and this applies only where the marketplace or seller agrees to help.

8.2. Timing and method of refund

Refunds, where due, are made either to your MICAFI wallet or account, or to a bank account you provide, according to the refund method and policy MICAFI applies at the time. The actual timing may depend on our processing and on the systems of your bank or payment provider.

a. Import taxes and duties

You agree to bear any taxes and duties imposed by the competent authorities on imported goods, unless MICAFI has clearly published a different policy.

b. Inspection, seizure, re-export or destruction

Where goods are inspected, detained, seized, ordered to be re-exported or destroyed by the authorities because they breach the law of the destination country — including but not limited to prohibited goods, counterfeit goods, goods failing to meet standards, or goods that do not pass specialist inspection — MICAFI is not obliged to refund you. The only exception is where the loss arises because MICAFI deliberately declared something different from the information you supplied.

c. Your duty to give accurate information

• not to ask MICAFI to buy goods that are prohibited, restricted or unlawful;
• to give honest, complete and accurate information when describing goods, particularly where you enter the details yourself;
• where you deliberately ask us to buy prohibited or restricted goods, all resulting risk and loss is yours to bear.

a. Maximum compensation

In all cases, MICAFI's total liability, where it is at fault, will not exceed the order value you paid to MICAFI for the order in question.

b. Indirect loss

MICAFI is not liable for indirect loss, including but not limited to:

• lost revenue, lost profit or lost business opportunity;
• loss arising from the use of, or inability to use, the goods.

c. Exclusions

MICAFI is not liable where:

• the problem arose because you supplied inaccurate information or used the product contrary to instructions;
• the fault lies with the seller or international marketplace and they have refused to help, despite MICAFI having pursued the claim so far as it was able;
• the events fall under force majeure as set out in section 11.

Force majeure means events that occur objectively, could not be foreseen and cannot be overcome, including but not limited to:

• natural disaster, fire, flood, earthquake or epidemic;
• war, civil unrest or widespread strike action;
• changes in law or decisions by competent authorities that directly affect purchasing, shipping, customs clearance or delivery;
• widespread technical failure in international shipping or logistics systems beyond MICAFI's control.

In a force majeure event MICAFI is released from liability for loss arising directly from that event. MICAFI will nevertheless make every effort to keep you informed promptly and to work with the parties involved to find a workable solution.

a. Governing law

This policy is governed by and construed in accordance with the laws of the State of California and applicable United States federal law.

b. Customers outside the United States

Where a transaction involves a customer outside the United States and local law provides mandatory consumer protection, MICAFI will respect and comply with those rules to the extent the law requires.

c. Resolving disputes

The parties will first seek to resolve any dispute by good-faith negotiation. If no agreement is reached, the dispute may be referred to the competent courts of the State of California, United States, or to an arbitral institution chosen by agreement between the parties, under the procedural rules of the body concerned.