mini-itx.com - store information

Our preferred method of communication is by email - we have a record of correspondence, can manage our time to prioritise order shipments and can deal with customers across timezones.

We have two store email addresses, divided into pre & post-sales queries.

Our email address for pre-sales enquiries and questions is: store@mini-itx.com

If you have already placed your order and have a query or problem, please open a support ticket by emailing support@mini-itx.com
(Please include your query and order number in the subject line)

Please only send to ONE address - your email may be filtered as spam if you send to multiple addresses. Also please note that the feedback email address is not read by store staff, so use one of the above two addresses!

If you need to send a fax, our number is:

Fax: +44 7005 963 903 (or 07005 963 903 in the UK)

Purchase Orders and Pro Formas

Please do not fax purchase orders to us without first emailing us at store@mini-itx.com with your intended order, payment method, order number, and your invoice/delivery address details.

We will check stock availability, and reply with a pro-forma invoice with details for payment by bank transfer (BACS) or cheque.

Please note we do not ship until we have received payment, and we aren't able to provide credit. If you intend to purchase by credit card, please follow the standard shopping basket procedure, this is the quickest method, and stock will be automatically checked for you during your purchase.

Please check using the shopping basket what payment methods are valid for your country.

Other Payment Options - Cheque and Bank Transfer

Customers not wishing to use Paypal or pay by Credit Card may pay by Cheque, or by Bank Transfer. Please do not send cheques without confirming your price with us first - much as we like the idea of free money arriving on our doorsteps, we don't want to have to send back cheques for incorrect amounts.

Our Company Details are:

Faff Limited T/AS Mini-ITX.com
Registered in England No. 3515794
Registered Office: 383 St Davids Square, London, E14 3WG

Ordering without VAT (EU Businesses outside the UK)

EU Businesses with a valid EU VAT Registration Number may order without paying UK VAT. Please contact us *before* payment with your business details and VAT Registration Number, and we will send you details how to pay without VAT. Any VAT refunded after your purchase may be liable for a charge to cover our card processing or bank transfer fees. We cannot refund VAT after you are invoiced. Regular customers in the EU must pay VAT at 17.5%, but will not be liable for any additional VAT in their own countries. There is no VAT payable for anyone outside the EU (e.g. US, Australia etc.)

How we calculate Prices and Shipping

If you are in the UK, we total the price, add shipping costs (£8 or £12 for 8+Kg packages, with slight increments for packages above 15Kg), then add VAT to that (17.5%).

If you are in the EU, we total the price, add shipping costs (these vary according to which country you live in, and the total weight of the items), then add sales tax to that (17.5%, as we are based in the UK). If you are an EU registered business, we do not have to charge you sales tax, only if you provide evidence of your EU VAT number before we take your order (see instructions above).

If you are outside the EU, we total the price, and add shipping costs (according to country and total weight). There is no sales tax payable, which is why an order sent to Australia can cost the same as an order sent to Austria.

Note: you are liable for any customs charges payable.

If you don't see your destination, email us at store@mini-itx.com and we will send you instructions

When will I receive my order?

Unless there is a problem with your order (or it is a system build), we will fill and despatch same day, for typically next day delivery in the UK or longer for International Orders (this includes Ireland, and Northern Ireland). Please check your mail a few hours after ordering just in case there is a problem - we'll get right back to you. Next day delivery in the UK occurs 98% of the time - but delivery times are not guaranteed, and we do not automatically split orders if items are not available. If you are not available to receive your order, after several attempts it will eventually be returned to the local depot of our courier company - it is your responsibility to retrieve it. In some countries non-deliverable items will eventually be returned to the sender (i.e. us). We will either refund or resend orders at our discretion in this instance, and additional shipping costs may be payable. Please do not specify a PO Box as your address, as our couriers do not ship to them.

When you receive your order...

Please check everything in your order is correct and working within 7 days of receiving your order.

How we handle returns

If your product doesn't work as intended - do not simply send it back to us. We hold no stock at our registered address, and many problems are resolvable without a return. Instead, email us at support@mini-itx.com and we will handle your problem as quickly as possible. Do not return anything without an RMA number. You, the customer are responsible for the shipping cost of returning items to us for any reason.

Terms and Conditions of Sale

All individual prices are quoted exclusive of sales tax (VAT) and shipping charges. Prices are subject to constant changes, and we reserve the right to modify our prices in compliance with price changes from our suppliers.

Mini-ITX.com reserves the right to cancel orders or postpone the time of delivery in the case of significant price changes or delivery failure from our suppliers.

Delivery time set in days means business (working) days. All times of delivery provided by us are to be considered conditional.

Any price changes taking effect after an order is submitted will not be backdated. We take reservation for possible typographical errors and omissions.

Illustrations may vary from the actual item. Information given on pages other than the store (URLs which do not start www.mini-itx.com/store) may be provided by 3rd parties, and cannot be considered accurate. Email us if you have a question. We do not sell Mini-ITX Projects!

Returns Policy and Cancelled Orders

Do not return anything without an RMA (Return Merchandise Authorization) number. We will check the condition and/or test returned item(s) before issuing a refund or replacement. Items returned to us as faulty that are found to be working will be liable for shipping costs back to the customer. We cannot guarantee the integrity of your data during a repair - please remember to backup your system before returning it to us!

Incorrectly ordered or unwanted items may be returned to us for refund, provided we are informed within 7 working days of delivery of the order. Products must be returned in resaleable condition. For products to be in a resaleable condition they must be returned to us unused and unopened, with all items included in the original sale - manuals, cables, disks etc.

We cannot refund the original shipping costs for unwanted items. We reserve the right to charge a restocking fee of £15.00 per item (or 20% of the item value, whichever is the greater) for unwanted items - which must be returned in their original condition.

You may cancel any order before shipping, and we will refund by your original payment method. We reserve the right to deduct any significant costs incurred from the total (i.e. 2% credit card fee or return bank charges).

Hush Systems

From January 1st 2005 a two years return to base (RTB) warranty is provided on Hush systems. If an RMA is required we will arrange a return to the Hush factory in Germany if the unit was purchased within the previous 2 months, or provide return details if outside that period. All Hush warranty repairs are dealt with directly by Hush's qualified engineers.

If your system should prove defective in materials or workmanship under normal operation or service they will be repaired or replaced only in accordance with any warranty cover or terms as provided by the manufacturer of the products provided that NO unauthorised modifications to the system have taken place and all seals / labels are completely intact.

Tranquil Systems

A one year return to base (RTB) warranty is provided on Tranquil systems. If an RMA is required we will send you an RMA form to fax to Tranquil, who will issue their RMA number and return details to their factory in the UK for repair. All Tranquil warranty repairs are dealt with directly by Tranquil's qualified engineers.

The following items are non-refundable:

Items that are defaced or physically damaged, opened and used cases, opened software, items that become non-functional due to inappropriate use or virus, items that have the warranty label/mark removed by customer that cannot be verified as our products, retail boxed items returned without the original retail box, manual, driver CD or cables. The shipping costs of returning items to us, unless otherwise agreed by Mini-ITX.com.

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Send us an email! (but send store enquiries here) -- How to submit your project -- Email the Mini-ITX Store