This Returns and Refund Policy applies to purchases made directly from Miirage Limited (“Miirage”, “we”, “our”, or “us”), including holographic display hardware, AI avatar services, software subscriptions, support, installation, configuration, content production and related services.
If a signed order form, quotation, master services agreement, statement of work, software licence agreement or support agreement applies to your purchase, that document will take priority where it conflicts with this policy, except where mandatory law says otherwise.
Business customers: Miirage primarily supplies business customers. Business purchases are treated as commercial transactions and are not automatically eligible for change-of-mind refunds unless expressly agreed in writing.
For business customers, orders become binding once accepted by Miirage, including by signed quotation, order form, purchase order acceptance, invoice issue, deposit payment, written confirmation or other agreed ordering process.
Because Miirage products and services may involve specialist hardware procurement, production scheduling, configuration, software activation, AI avatar preparation, content work and installation planning, the following rules apply unless expressly agreed otherwise:
If Miirage sells directly to a consumer, nothing in this policy limits mandatory consumer rights under applicable UK or European consumer law.
For eligible UK consumer distance purchases made online, by phone or by email, consumers may usually cancel within 14 days of receiving goods and then have a further 14 days to return them. Refunds will be handled in accordance with applicable law.
The legal cancellation right may not apply to goods made to the consumer’s specifications or clearly personalised, or to certain services or digital content once supply has begun with the consumer’s consent, where the law allows that exception.
For EU/EEA consumers, mandatory local consumer protections, including withdrawal and legal conformity rights where applicable, are preserved.
Customers must inspect hardware and packaging promptly on delivery. For business customers, visible shipping damage, missing items or delivery discrepancies should be reported to Miirage in writing as soon as reasonably possible and preferably within 5 business days of delivery. Damage visible on arrival should also be noted with the carrier at the time of delivery where possible.
Please keep all original packaging, crates, pallets, protective materials and delivery documentation until the product has been inspected, installed and accepted.
No hardware may be returned without written return authorisation from Miirage. We may require photographs, videos, serial numbers, diagnostic information, delivery records, installation records or remote troubleshooting before approving a return.
Unauthorised returns may be refused or returned to the customer at the customer’s cost.
Unless the product is faulty or Miirage agrees otherwise, returned hardware must be unused, complete, undamaged, in original packaging and in resaleable condition. Customers are responsible for ensuring return shipments are adequately packed, insured and protected against damage in transit.
If goods are faulty, damaged before risk passes, materially not as described, or materially incorrect, Miirage will assess the issue and provide the appropriate remedy under the applicable contract, warranty and law.
For business customers, Miirage will normally have a reasonable opportunity to inspect, diagnose, repair, replace, reconfigure or otherwise remedy the issue before any refund is considered.
For consumer customers, statutory rights under the Consumer Rights Act 2015 and other applicable consumer law are preserved.
This policy should be read alongside Miirage’s Warranty Policy. Warranty remedies are separate from change-of-mind returns and do not automatically create a right to cancel an order or reject a product where the issue can reasonably be remedied.
Where an order includes installation, commissioning, configuration, acceptance testing or a customer acceptance process, acceptance will be assessed against the agreed written specification, order form, statement of work or acceptance criteria.
Unless a different period is agreed in writing, business customers must complete acceptance testing and notify Miirage of any material non-conformity in writing within 5 business days of installation, commissioning, delivery of the relevant deliverable, or the system being made available for testing.
If no material non-conformity is reported within that period, or if the customer uses the product or service commercially, the relevant product or service will be deemed accepted.
Minor issues, cosmetic matters, content amendments, subjective preferences, customer-side delays, venue readiness issues, network issues, third-party platform issues or change requests do not prevent acceptance unless they amount to a material failure against agreed acceptance criteria.
Software licences, AI avatar services, subscriptions, hosting, monitoring, remote support, content management, API usage, integrations, knowledge-base configuration, voice/avatar configuration and other digital or service elements are not treated as hardware returns.
Unless expressly stated otherwise in the applicable order form or agreement:
Miirage may provide credits, fixes, re-performance, service extensions or other remedies at its discretion or where required under the applicable agreement.
Installation, commissioning, training, consultancy, content production, creative work, AI configuration, support and other services are charged according to the applicable quotation, order form or statement of work.
Where a customer cancels, delays, reschedules or prevents a booked service visit, installation or project milestone, Miirage may charge for costs incurred, lost time, third-party charges, travel, accommodation, logistics, storage, rebooking and remobilisation.
Miirage is not responsible for customer-side issues such as unsuitable site conditions, lack of power or internet, missing access permissions, venue restrictions, incomplete customer content, delayed approvals, unsafe environments, customs delays caused by the customer, or third-party systems outside Miirage’s control.
Subject to mandatory legal rights, the following are not normally refundable:
Approved refunds will normally be made to the original payment method unless otherwise agreed. Miirage may issue a credit note instead of a cash refund for business customers where appropriate and lawful.
For consumer refunds where a statutory cancellation right applies, Miirage will process refunds within the legally required timeframe. For goods, this may depend on Miirage receiving the returned goods or evidence that they have been sent back.
For business customers, refunds or credit notes will be processed after Miirage has confirmed eligibility, inspected any returned goods, calculated any deductions and received all required return materials.
Miirage may deduct amounts for damage, missing parts, diminished value caused by handling beyond what is necessary, unpaid invoices, shipping, customs, storage, recovery costs, third-party charges or other amounts lawfully due.
For international sales, customers are responsible for export/import documentation, customs clearance, duties, taxes, tariffs, brokerage fees, insurance and compliance with local import/export rules unless the applicable contract states otherwise.
Original shipping, customs duties, import VAT, taxes, tariffs, insurance, brokerage and logistics charges are not refundable unless required by law or caused by Miirage’s error.
To request a return, refund, cancellation or credit, contact Miirage in writing:
Email: info@miirage.com
Address: Miirage Limited, Fergusson House, 124 City Road, London, EC1V 2NX
Please include your order reference, invoice number, product serial number where applicable, delivery date, description of the issue, photographs or videos where relevant, and the remedy requested.
This policy does not affect any mandatory rights that cannot legally be excluded or limited, including applicable consumer rights under UK or European law.
For business customers, Miirage’s liability, remedies and refund obligations are governed by the applicable commercial contract, order form, warranty, support agreement and applicable law.
This policy is governed by the laws of England and Wales. Business disputes are subject to the exclusive jurisdiction of the courts of England and Wales, unless the applicable contract states otherwise. Consumers may also have mandatory rights in the country where they live.