Frequently Asked Questions
Have more questions or need technical support? Send your details to our designated team at kmeu@minisforum.com
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Payment methods
You can choose between the following payment methods:
Visa, Mastercard, American Express, Discover, JCB (Japan Credit Bureau), Diners Club International, UnionPay
Visa Electron, Maestro, Cartes Bancaires, Bancomat, Bancontact
PayPal, Google Pay, Apple Pay, Skrill Digital Wallet
Klarna, Billink, iDEAL, Trustly, MyBank, EPS
Explanations for Klarna
In order to offer you Klarna's payment methods, we may share your personal data in the form of contact and order details with Klarna at checkout so that Klarna can check whether you are eligible for their payment methods and tailor these payment methods to you. Your transferred personal data will be processed in accordance with Klarna's own privacy policy.
- 1. Pay immediately: Pay for your favorite items in seconds – by direct debit, instant transfer, or card.
- 2. Pay in up to 30 days: Shop today and pay flexibly in up to 30 days.
- 3. 3 interest-free installments: Spread the cost over 3 interest-free installments. Your payments will be debited on the day of the order, in 30 and 60 days.
1. I have requested cancellation of my order, how do I get a refund?
Once the shop has registered your cancellation or return, the refund will be processed within 5 business days. If you have already paid for your order with a card, the refund will be credited to the same card. If you have not yet paid your bill, the refund will reduce the bill or cancel it completely.
2. I have received a bill, but have not yet received my shipment?
You have 30 days to pay, so you don't have to pay immediately. If your payment deadline is approaching and there is no tracking number for your goods, don't worry, it may be because you purchased a pre-order item. The delivery time for pre-order items is specified on the page. You can pay as normal, and Minisforum will ship your order as soon as the goods arrive at the warehouse in Germany. You can also contact Minisforum customer service to check the delivery.
3. What happens if I don't pay for my order?
Payment is due within 30 days of shipment. You will receive a payment reminder email before your payment is due. If you do not pay for your order with Klarna, your credit rating will be affected.
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Explanation about insurance
Insurance services are provided by Xcotton, and currently there are two different types of services: Shipping Protection & Product Protection.
- About Xcotton: xcottons.com
- 1. Shipping Protection Resolution Center: seller.xcottons.com/parcel
- 2. Product Protection Resolution Center: sp.xcottons.com/parcel
- 3. Service Email: support@xcottons.com
Shipping Protection
- Complete Loss: No proof of delivery is provided by the carrier. A package is considered lost if not delivered within 30 days (domestic) or 60 days (international) from shipment.
- Partial Loss (Multiple Packages): Each package is assessed individually based on loss, damage, or theft.
- Partial Loss (Single Package): Applies if the outer packaging is visibly damaged, or the carrier’s recorded weight differs from the actual weight.
- Porch Piracy: The carrier shows the package as delivered, but the customer confirms non-receipt.
Coverage applies when a received item shows clear physical damage—such as breakage, cracking, bending (for non-flexible items), or crushing—that makes it unusable.
Claims are eligible if the carrier delivers the package to a wrong address, except when the error is caused by the customer.
A delay occurs when the package is not delivered within the originally stated timeframe.
Product Protection
The coverage period shall be one (1), two (2), or three (3) years, commencing on the date of purchase.
- a. The 1-Year Protection Plan provides coverage for Accidental Damage. This plan does not include an Extended Warranty.
- b. The 2-Year Protection Plan provides coverage for Accidental Damage. This plan does not include an Extended Warranty.
- c. The 3-Year Protection Plan provides comprehensive coverage, including both Accidental Damage protection and an Extended Warranty.
- Accidental Damage: Damage to the product arising from unforeseen and external events during its intended use.
- Extended Warranty: An extension of service that continues the terms of the manufacturer's original hardware warranty upon its termination.
- a. Provision of an extended warranty subsequent to the expiry of the manufacturer's warranty.
- b. Indemnification for product failures attributable to electrical power surges.
- c. Accessory Coverage, entailing the repair or replacement of all components supplied by the manufacturer in the original box.
- d. Repair or replacement necessitated by accidental causes, including, but not limited to, falling, impact, cracking, or liquid spillage.
Bulk orders
Discontinued Product
Out-of-stock item
If the item is out of stock, it cannot be added or purchased. (Pre-orders can be placed, but you will have to wait until the item arrives in stock.)
If all items in your order are out of stock, they will not be shipped until all items are available.
If only some of the items in your order are backordered, the available items will be shipped separately. Once the out-of-stock item arrives, it will be shipped again at no additional cost to you.
If you do not wish to wait, please contact our customer service department to cancel the out-of-stock item or replace it with another product of your choice.
Changing order details
If you made a mistake when entering your address or if the package needs to be sent to a different address, you can contact customer service directly and provide the correct address. As long as the order has not yet been processed, it is possible to change the address.
Once the package has been shipped, the address can no longer be changed. However, you can contact DHL to refuse delivery of the package (please do not open the package) and inform the Minisforum customer service team. They will reprocess your order once they have received the package.
Shipping orders & time
1. Standard Products (specifically in-stock items):
Orders will be processed within 5-7 business days (processing will automatically extend to the next business day in case of holidays).
2. Refurbished Devices: 5-7 business days.
All refurbished devices are sold from current stock; there are no pre-sale items. However, in rare cases of inventory system errors, our customer service team will explain the situation.
3. Pre-order Shipping:
Please note the estimated shipping time displayed on the product page. Pre-ordered items will not ship immediately after purchase and may experience delays. If delays occur, you may contact our customer service team to receive a small gift.
4. Delivery Warehouses:
Direct shipment from German Warehouse: 3-7 business days.
1) For products with a pre-sale label, delivery times depend on the information provided on the page; please check before purchasing whether these delivery times are acceptable.
2) Due to unforeseen circumstances, the estimated delivery date may be delayed. If you have any questions, please contact customer service.
3) Once the package has been shipped, the customer will be notified of the shipping status by email. Customers can also track their orders using the “Order Status” button.
Available countries
EU countries:
Czech Republic, Denmark, Austria, Belgium, Bulgaria, Croatia, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Hungary.
Non-EU countries:
Switzerland, Albania, Belarus, North Macedonia, Iceland, Bosnia and Herzegovina, Vatican City, Liechtenstein, Monaco, Norway, San Marino, United Kingdom
Customs duties & taxes
If your delivery address is within the EU, you can select “Free Shipping” regardless of the warehouse. If the order is shipped from a warehouse in Hong Kong, the goods will first be sent to a German warehouse and then forwarded to you; all costs are already covered by the seller.
If the address is outside the EU, we recommend that you pay the €30 “Duty Free Shipping” fee. We will then pay the tax and you will not incur any further costs.
We will cover the full tax if you have to pay customs duties.
- Keep the customs payment receipt;
- Send the payment slip to us;
- The refund will be returned via your original payment method within 1-2 business days.
Shipping Couriers & Status
Normally: After your order has been shipped, you will receive an automatic email with a tracking link to track your shipment. If you have a Minisforum account, the tracking link will also be stored there.
Please do not worry, we will do our best to ensure that all packages arrive as quickly as possible. Unfortunately, problems can sometimes arise. If your package is delayed or cannot be delivered, simply send us an email at kmeu@minisforum.com, and we will find a solution.
If the tracking shows the delivery status and you still cannot find your package, and after 24 hours you still cannot find it, please contact us and we will file a claim on your behalf.
Sometimes delivery services scan the wrong package upon delivery, and they usually find the error and correct it the next day. While waiting for the delivery person, we recommend checking behind bushes, on the back porch, or other places where the driver may have tried to hide the package out of sight from the street. It's also a good idea to check with a neighbor (or the rental office of the residential complex).
EU transport policy
In accordance with the new regulations of EU countries, all goods imported into the EU will be subject to customs VAT from July 1, 2021 (different countries have different VAT rates).
Please actively cooperate with local customs during customs clearance, otherwise the goods will be returned or destroyed due to being overdue, resulting in high fees.
Please note: Our company is not responsible for this matter and will not bear the fees if you do not complete customs clearance. If you have any questions, please contact our support team. Please note that the shipping instructions below are for reference only.
Shipping Methods & Shipping Costs
Returns
We hope you are satisfied with your purchase! We offer exchanges and refunds within the warranty period (Products with screens, such as mobile monitors and tablets, are covered by a 24-month (2-year) warranty. Refurbished and renewed products is 1 year warranty, the other products is 3-year warranty).
If you encounter any issues with the device you purchased, please contact the seller's support team first to find a solution. If the issue cannot be resolved, please contact customer service to arrange a return or exchange. For more information on the return process, please visit the “Warranty & Returns” page.
Product returns are subject to our terms and conditions of sale. In rare cases, Minisforum may review your account, purchase, and return history and has the right to refuse service and/or prevent you from placing future orders with Minisforum.
Cancellation
1) Pending Orders (In-stock and Pre-sales Products): Please contact Minisforum to confirm your order status. You may request a full refund at any time before your order is shipped. We will process your refund within 7 business days.
2) If the product has been shipped, the customer cannot cancel the order. Please contact customer service to confirm the status of the goods. We will process the refund after receiving the return.
3) If, due to personal reasons of the customer, the item is forcibly returned by customs, the customer and Minisforum will each bear half of the resulting shipping costs, with the specific amount depending on the invoice amount.
Warehouse RMA
Recipient: RMA/EU192-Panex
Address: Vollhöfner Weiden 17, 21129 Hamburg, Germany
Company Name: C/O Panex World Depot GmBH
Contact Number: +49 04033481827
Priority Mail, Express Mail, and Cash on Delivery are not accepted for return shipping. If these shipping methods are used, shipping costs are the customer's responsibility.