Seller (Merchant of Record): 3T Media FZE, M1 Floor, Twin Towers, PO Box 4422, Fujairah, United Arab Emirates. Reg./licence no. 20352/2026 (not VAT-registered).
These rules apply to physical goods, digital products and memberships purchased in our online shop. If you have any questions about a return or exchange, contact us first at we@mind.university. We aim to find the best solution for every case. Products under the "Biomind" brand are manufactured by, and are the property of, Multiverse LTD. Technical order processing and payment are carried out via the mr.lt (Rezervuok) platform (operator: UAB Elektroniniai Sprendimai, Lithuania).
1. 14-day right of withdrawal (for EU consumers)
Under the EU Consumer Rights Directive (2011/83/EU), every consumer — a natural person acting outside their trade or profession — has the right to withdraw from a distance purchase contract within 14 calendar days, without giving any reason. This period is calculated:
- For physical goods: from the day the consumer, or a third party indicated by them (other than the carrier), physically receives the goods.
- For services and memberships: from the day the contract was concluded.
To exercise this right, write to us within 14 days at we@mind.university. In your email, state: your order number; your name and contact details; the goods or services you are withdrawing from; your preferred resolution (refund or exchange).
Return deadline for physical goods: once we confirm your request, you must send the goods back within 14 days of notifying us of your withdrawal. Goods not shipped in time may not be accepted.
2. Exceptions to the right of withdrawal
EU law sets out clear cases where the 14-day right of withdrawal does not apply, or is limited. Please note the following when purchasing:
- Digital products (files, content access, activation codes, etc.) — if the consumer expressly agreed at the time of purchase for digital content delivery to begin immediately and confirmed that they lose the 14-day right of withdrawal, such products cannot be returned under EU directive. This consent is always requested during the purchase process.
- Memberships — if a service began with the consumer's consent, the portion already provided is not refundable for the period already elapsed. Cancellation only applies to future billing periods, unless expressly stated otherwise.
- Customised or made-to-order goods — the right of withdrawal does not apply to goods that were specifically made or personalised to the consumer's specifications and which, by their nature, cannot be returned.
- Opened hygiene or health products — if the product page states that the item cannot be returned for hygiene reasons and it has been opened after delivery, the right of withdrawal is lost. This exception does not apply in the case of a defect.
3. Condition of returned goods
For a return to be accepted, a physical item must meet the following requirements:
- The item must be undamaged and unused, or used only to the extent necessary to check its nature, characteristics or functioning — as would be possible in a physical shop.
- All original labels must remain on the item, and the set must be complete (instructions, accessories, packaging).
- The item must be properly packaged so it is protected during transport. Improperly packaged shipments that are damaged as a result may not be accepted.
- If an item was used more than necessary to check it, reducing its value, a proportionate deduction may be applied to the refund.
4. Return costs and address
Who covers the return shipping cost depends on the reason for the return:
- Standard withdrawal within 14 days (the item is not defective, it is the consumer's own decision): the buyer covers the return shipping cost. We recommend using a registered, trackable shipment so you can prove it was sent.
- Defective item or our error (you received the wrong, damaged or incomplete item): we cover the shipping cost. We will agree the exact procedure by email after you notify us.
- The return address is not universal — it depends on the order and the logistics chain. We will provide the exact address and instructions by email once we confirm your return request. Please do not send items back without prior confirmation, as this may mean the return cannot be processed.
5. Refunds
Once a return is confirmed, we aim to refund you as quickly as possible. Here is how it works:
- Refunds are issued within 14 days of receiving your notice of withdrawal. However, if we have not yet received the returned goods, we may withhold the refund until we receive them back, or until you provide proof that they were shipped (e.g. a tracking number).
- Refunds are made using the same payment method you used — card, bank transfer, or another method — where technically possible. If you would like a refund by another method, let us know and we will arrange it.
- If you withdraw from the contract within 14 days, we refund the full amount paid, including the standard delivery cost. If you chose a delivery option more expensive than the cheapest option offered, the difference between the standard and chosen service price may not be refunded.
6. Exchanges
Want to exchange a purchased item for a different size, colour or model? We are open to it. Write to us at we@mind.university, stating your order number and the exchange you would like.
We will process the exchange if the item you want is in stock. If the required option is not available, we will offer a return and a new separate order once the item becomes available. The same condition and packaging rules apply to exchanges as to returns.
7. Damaged, incorrect or missing items
If your order did not arrive as expected, we are sorry and will move quickly to put it right. Depending on the situation, here is how we handle it:
- Damaged shipment or item: within 48 hours of receipt, email us with clear photos — of the outer packaging, the inner packaging, the item itself and any visible damage. The more detail you provide, the sooner we can open an investigation and offer a solution.
- Incorrect item: if you received something other than what you ordered, write to us with your order number and a photo. We will arrange a replacement or refund and cover the return shipping cost.
- Missing items or accessories: check the packaging and any enclosed packing slips. If something is still missing, contact us and we will find out what happened and resolve it.
In all these cases, we will open an investigation with the carrier or warehouse and agree on a solution: exchange, re-shipment, or a refund.
8. Digital products
Returns of digital products — courses, e-books, access to platform content or download links — are governed differently than physical goods. Here is what you need to know:
- Technical issues: if you have trouble downloading, accessing or reaching content, contact us first. We will provide new links, restore access or resolve other technical issues. Most cases are resolved quickly.
- Right of withdrawal: if you have not yet started downloading and did not consent at purchase to immediate delivery of digital content, the 14-day right of withdrawal may apply. In that case, write to us and we will review your case individually.
- Consent given: if you consented to immediate delivery and the content was made available or downloaded, the right of withdrawal no longer applies under EU directive.
9. Memberships
Memberships run on recurring payments and grant access to platform content and features for a chosen period. Our refund policy for memberships:
- The active period is non-refundable — once a membership is active and the service is being provided, the period already paid for is not compensated, unless the service was not provided due to our fault or a technical failure.
- Cancellation applies to future periods — once you cancel a membership, you keep access until the end of the period already paid for. No further payment will be charged.
- Turning off auto-renewal — you can do this directly in your account settings (where this feature is available) or by writing to us in advance of the next payment date.
10. Contact
We handle all return, exchange and related questions by email. We reply within 1–2 business days.
Email: we@mind.university
Please always include your order number in your email and briefly describe the situation — this lets us respond faster and more accurately.