MNTD Refunds and Exchanges Policy
Last Updated: 12.June 2025
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This website available at https://getmntd.com (the โWebsiteโ) is operated byย MNTD PTE. LTD.ย (โweโ, โourโ, โusโ).
This MNTD Refunds and Exchanges Policy (the โPolicyโ) applies if you (โyouโ, โyourโ) make a purchase of a product available on the Website (the โProductโ). This Policy forms an integral part of the Terms and Conditions.
For purchases of hardware compatible with the Helium Mobile service (referred to as the "Special Product") through MNTD PTE. LTD., including but not limited to MNTD Fi Pro, please refer to the Returns and Warranty policy specific to the Special Product (referred to as the "Special Policy"). In the event of any conflict between the Special Policy and MNTD's Refund and Exchange policy, the Special Policy shall take precedence.
Cooling-off Period
Subject to and in accordance with the terms of this Policy, you may have your purchased Product returned and refunded.
Within 14 days of the Product delivery (the โTermโ) you may have it returned and refunded subject to all of the following conditions:
The Product is new, unopened, and was not used (which includes, for example, that a hotspot is not bound to a wallet or is not onboarded).
The Product is in its original condition, has all applicable tags and seals intact and has original packaging.
A return authorisation must be requested from our customer service team. To request a return authorisation, please contact us atย online@getmntd.com. We require a receipt or proof of purchase.
You must return the Product to us in accordance with our instructions. Returned Product(s) must be in good physical condition (not physically broken or damaged). All accessories originally included with your purchase must be included with your return.
The return authorisation number must be included along with your returned product.
Gift cards, if any, and discounted (sale) items are non-returnable and not-refundable.
If a Product is returned to us (a) without our return authorisation, (b) without all parts and accessories originally included with your purchase, (c) physically broken or damaged, (d) after the Term, (e) as not collected or rejected, or (f) otherwise not in accordance with this Policy, we retain the right to either refuse acceptance of such return or charge you a restocking fee of 15% of the original price of the Product(s) or the retail value of the missing parts and accessories, whichever is higher.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you havenโt received a refund yet:
First check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If youโve done all of this and you still have not received your refund yet, please contact us atย online@getmntd.com and add your RMA number as subject in the title.
Limited Product Warranty
Subject to the terms of this Policy, including paragraph 4, during 6 months from the Product delivery date, if the Product is defective (due to our fault) we will, upon your reasonable request and choice, repair, replace, or refund the Product (the โLimited Product Warrantyโ). If you wish to apply the Limited Product Warranty, send us an email atย online@getmntd.comย with a proof of purchase and reason for the exchange-request.
Shipping
Once your return or exchange has been authorised by our support team, you can return the Product to us according to the shipment instructions provided by our support team to you in writing.
Please note that:
You will be responsible for paying for your own shipping costs for returning your item (unless the Product is returned pursuant to paragraph 2) and you assume the risk or loss or damage to the returned Product(s) while in transit back to us.
Shipping costs are non-refundable. If you receive a refund, unless already paid by you, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged Product to reach you, may vary.
If you are shipping the Product(s), you should consider using a trackable shipping service or purchasing shipping insurance. We donโt guarantee that we will receive your returned Product(s) and we shall not be liable in case any returned Product is damaged or lost.
Exclusions and Limitations
We do not warrant that the operation of the Product will be uninterrupted or error-free. The Limited Product Warranty does not cover software embedded in any Product and related services provided by us, if any. See the applicable Terms and Conditions for the details of your rights with respect to use of the software and related services.
The Limited Product Warranty applies only to the original purchaser of the Product that was purchased from the Website and manufactured by or for us or our affiliates. Without limiting the foregoing, the Limited Product Warranty does not apply to any (a) third-party products, even if included or sold with a Product, (b) Products that are, or we reasonably believe to be, stolen, (c) consumables (such as batteries), (d) Product that were misused, or (e) software, even if packaged or sold with the Product or embedded in the Product. In addition, the Limited Product Warranty does not apply if you installed a Third-Party Software on a Product.
The Limited Product Warranty does not apply to a Product or part of a Product that has been serviced, altered, refurbished, or modified by anyone who is not authorised by us, nor does it apply to any cosmetic damage such as scratches and dents. In addition, the Limited Product Warranty and the right to request the exchange do not apply to damage or defects caused by (a) use with third-party products; (b) accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes; (c) normal wear and tear or ageing of the Product such as discoloration or stretching; or (d) operating the Product (i) outside the permitted or intended uses described by us, (ii) not in accordance with the appropriate instructions, or (iii) with improper voltage or power supply.
Implied Warranties
Except to the extent prohibited by applicable law, the Limited Product Warranty shall be in lieu of the implied warranties.
Limitation of Damages
Except to the extent prohibited by applicable law, we shall not be liable for any incidental, indirect, special, or consequential damages, including, without limitation, loss of profits, revenue or data, resulting from any breach of express or implied warranty or condition or under any other legal theory, even if we have been advised of the possibility of such damages.
Changes
We may update this Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
Contact Information
Please contact us if you have any questions about this Policy. You may contact us atย legal@rakwireless.comย or our mailing address below.
MNTD PTE. LTD.
Unique Entity Number 202124287C
1 Marina boulevard #28-00ย
One Marina Boulevard Singapore (018989)
