Hello Mudita Community,
I am writing here as a last resort after my recent experience with my Mudita Kompakt purchase. I hope that by sharing my situation openly, I may receive advice from the community or possibly a reconsideration from the Mudita team.
I ordered the Mudita Kompakt on 2 September 2026 (Order #4000000788). Unfortunately, Mudita does not ship directly to Oman, where I live. Because I genuinely wanted to support this product and the philosophy behind Mudita, I went the extra mile and arranged international forwarding through a warehouse service in Germany.
The phone was first delivered to the forwarding warehouse in Germany and then shipped to me in Oman.
When the package finally arrived after international transit, I opened it for the very first time and discovered that the E-Ink screen is bleeding. The phone is essentially unusable.
What makes the situation confusing is this:
• The outer courier box is in perfect condition.
• The original product packaging shows no damage.
• The device itself has no cracks, scratches, dents, or pressure marks.
• Even the separate screen card/protector inside the package — which is more fragile than the phone — is completely intact.
Because of this, the forwarding courier companies declined responsibility, explaining that they cannot process a damage claim when there is no visible external damage to the shipment.
I fully understand Mudita’s policy that warranty service only applies to countries they officially ship to. The support team kindly explained this in detail, and I respect that they must follow company policies.
However, I find myself in a very difficult situation.
This phone represents nearly three months of my salary, and I saved for a long time to buy it because I deeply believe in Mudita’s vision of mindful technology. I also paid significant additional costs for international forwarding, customs duties, and accessories.
Unfortunately, I now have a device that arrived with a defective screen and no practical path for resolution — neither the courier nor the manufacturer is able to help under their policies.
I am not writing this to blame Mudita. I understand the logistical limitations. My only hope is that the company might consider a goodwill gesture for a customer who genuinely went to great lengths to obtain their product.
I even offered the following arrangement to support:
• I would ship the device back to Mudita at my own cost and risk.
• I would pay for the courier to collect a replacement from their warehouse.
• Mudita would not need to bear any shipping or logistics cost.
Unfortunately, this was also declined due to policy restrictions.
So today I am reaching out to the community and the Mudita team with one simple request:
Is there any possible solution that could allow me to receive a functional device?
Even a paid repair option, discounted replacement, or any practical alternative would mean a lot to me.
I truly admire what Mudita is trying to build in the world of technology, which is exactly why I worked so hard to obtain this phone in the first place. I still hope there might be a compassionate path forward.
Thank you for taking the time to read my story, and I would sincerely appreciate any advice or support from the community.
Warm regards,
Hisan
