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Return your item

Return your item for free within 30 days. Items received that are defective may also be returned.

Start a return

Track your return

Check whether your returns have already been processed.

View your returns

Cancel an order

You can cancel if the order has not yet been shipped.

To your orders

More information & questions

Need some more information? Here you will find it

Cancel—Refund & unexpected cancellations

CancelRefunds & unexpected cancellations

On this page:

Cancel order
Money back after cancellation

Cancel order

You can still cancel as long as your item has not yet been shipped. We will email you if the cancellation was successful

View your orders

To your orders
Go to the article and check the details to see if cancellation is still possible.

Can’t cancel anymore? Or did you still receive a canceled item?

 

Money back after cancellation

We or our partners will process your cancellation within 24 hours, after which we will refund you. You will automatically receive an email from us when your cancellation has been processed.
Term per payment method
  • iDEAL / transfer yourself : within 3 working days
  • Credit card: the reservation will be canceled within 1 working day
  • Debit card: within 3 working days
  • Gift voucher/card : topped up in your account within 4 hours
  • Air Miles: you will receive your amount back via a europefamilia.com gift voucher in your account
  • Gift voucher + other payment method : we top up the gift voucher within 4 hours and refund the remaining amount to the account you paid with
  • Not yet paid? Your payment obligation expires as soon as your cancellation has been processed.

Have you not yet received money after cancellation?

If you have not received an email within 24 hours that we or our partner have processed your cancellation, please contact us. If you have received an email that your cancellation has been processed, the money will be back in your account within 3 working days at the latest.

Warranty & Repair

About warranty period, costs and options in case of damage.

On this page:

In brief
Manufacturer’s warranty
Legal guarantee
Warranty card
A broken item?
Warranty period expired

In brief

If you purchase an item via eBeke, you can assume that it is in good condition and will continue to work as expected under normal use. However, it can always happen that you are unexpectedly not satisfied and want to return your item or have to register for it to be repaired. There are certain rules attached to this. To avoid any surprises, you can read all the information and rules about this on this page.

Manufacturer’s warranty

The manufacturer of your ordered item can provide a manufacturer’s warranty. If a product breaks during the warranty period, you are entitled to repair or replacement. You do not have to pay for this repair or replacement. The defective product must then meet the warranty conditions set by the manufacturer and the product must have been used normally.

The warranty conditions differ per manufacturer. The packaging of your item often contains a booklet containing the conditions for the manufacturer’s warranty.

You can always contact the manufacturer if you have any questions about this or want to make use of the manufacturer’s warranty. Do you want to have an item repaired? Start your repair request in your account

If it concerns an item purchased from a partner, please contact the partner:

Contact partner

Legal guarantee

If there is no manufacturer’s warranty or if you prefer to arrange this through eBeke or the partner where you purchased the item, the legal warranty also exists. This guarantee means that your purchased item must meet what was promised and what you could reasonably expect. For example, if you have received a television whose remote control breaks after a few weeks, you can contact us or the partner if it concerns an item from a eBeke partner. Don’t wait too long after discovering this defect. If the manufacturer’s warranty period has expired, this does not mean that there is no longer any warranty at all.

If the item breaks during the warranty period through no fault of your own, you may be entitled to a repair or replacement of the item. You do not have to pay for this repair or replacement. Whether you are entitled to this depends on your situation.

Below is what you can do.

Warranty card

The proof of warranty for your item is usually the invoice or proof of purchase. You will find this in your account when you order .

A broken item?

No unexpected repair costs
If the item breaks during the warranty period, you may be entitled to repair or replacement of the item. You do not have to pay for the repair or replacement. Whether you are entitled to this depends on your situation. Below is a description of what you can do for each situation.
Within the return period
Have you ordered an item that is already damaged upon receipt and the return period has not yet expired? Then you can return this broken item and order a new one. Returns are always free and this is the fastest way to receive a properly functioning item.
Register a return
You can always contact our customer service directly if you have received a defective item. If you anticipate that you will incur costs or have incurred costs (for example when returning), please contact us.
Contact
Outside the return period

Item purchased at eBeke

Start your repair request
Look at the item in your account and click on ‘Start repair request’. Then follow the step-by-step plan.

Item purchased from a eBeke partner

Contact partner
If you have purchased an item from a eBeke partner, it is best to contact the partner to discuss the options. Are you unable to reach an agreement with your partner? Please contact eBeke customer service .

Second-hand item

You may also be entitled to a warranty for second-hand items. Make sure you have the original proof of purchase. Don’t have this? Please request this from us or the eBeke partner where you purchased the product.
Questions and problems

Want to send large & heavy items?

Of course, you do not have to send large and heavy items* yourself. When ordering, check your account to see if a ‘Start repair’ is possible and state that the item is broken. We will then schedule an appointment with you as soon as possible (often within 48 hours). Check our repair page for more information.

Please note: *The above only applies to customers in the Netherlands and Belgium.

No ‘Start repair’ link visible?

Don’t see a ‘Start repair’ link in your account? Then a repair for that item is not possible. Check your account to see if returns are still possible. Has the return period expired? Please contact our customer service . We are happy to help you with a solution. For items from europefamilia.com partners, it is not possible to report a repair via your customer account. In that case, please contact the partner.
Contact partner

Warranty period expired

If the warranty period has expired, the product has not been used normally or it does not meet the other warranty conditions that apply to the item, we can repair the product for a fee, provided that the item can still be repaired. We will only repair your item after you have given permission, so that you will not have any unexpected costs. Before the repair is carried out, you will first receive an estimate of the costs. You can then choose:

  • have it repaired for a fee
  • return without repairing (you then pay the research costs worth € 19.95)
  • home repairman. After the investigation you decide that you do not want a repair (you then pay the investigation costs worth €80)
  • free recycling (not possible for all items)
Duration and follow-up of the repair at bulb

A repair usually takes 15 working days, but we always try to be ready faster. We will send an email at every step of the repair. You can also track the repair via your account . If your item is repaired at home, this can often be done the same day.

Is a defective item not covered by the warranty? Then the repair may take a little longer. We will only start work after you have given us permission, so that you will not have any unexpected repair costs.

Cancel

CancelRefunds & unexpected cancellations

On this page:
Cancel order
Money back after cancellation

Cancel order

You can still cancel as long as your item has not yet been shipped. We will email you if the cancellation was successful

View your orders

To your orders
Go to the article and check the details to see if cancellation is still possible.

Can’t cancel anymore? Or did you still receive a canceled item?

Then you can always return within the return period. Depending on your payment method, you will then receive your money back within 5 working days after processing your return.

Money back after cancellation

We or our partners will process your cancellation within 24 hours, after which we will refund you. You will automatically receive an email from us when your cancellation has been processed.
Term per payment method
  • iDEAL / transfer yourself : within 3 working days
  • Credit card: the reservation will be canceled within 1 working day
  • Debit card: within 3 working days
  • Gift voucher/card : topped up in your account within 4 hours
  • Air Miles: you will receive your amount back via a  europefamilia.com gift voucher in your account
  • Gift voucher + other payment method : we top up the gift voucher within 4 hours and refund the remaining amount to the account you paid with
  • Not yet paid? Your payment obligation expires as soon as your cancellation has been processed.

Have you not yet received money after cancellation?

If you have not received an email within 24 hours that we or our partner have processed your cancellation, please contact us. If you have received an email that your cancellation has been processed, the money will be back in your account within 3 working days at the latest.
Contact

This is how returns work with usReturn instructions

On this page:

 
Step-by-step

Step-by-step

Returns are always free. Check the return conditions for exceptions or if you are unsure whether it can be returned.

  1. Report the item back

    If you are not completely satisfied with your item, please register it as a return in your account and follow the shipping instructions.
    Register a return

  2. Hand in your package

    In the letterbox: Print the return label, stick it on the box and post your package. No printer? Then hand in your package at a parcel point and have the barcode scanned from your phone.

    Via a parcel point: Print the returns label, stick it on the box and take your package to the nearest parcel point. No printer? Then have the barcode scanned from your phone. Please keep your shipping receipt so we can track your item if something goes wrong.

    Via a parcel safe: When registering your return, choose the return method ‘parcel safe’. You will then receive an email with instructions for booking the parcel locker where you can hand in your parcel.

    Would you rather have it picked up?

    Read more about collection arrangements

  3. Track your return

    You can always track your return in your account. You will also receive an email when the return has been processed.
    View your return status

  4. We will refund you

    Within 14 days of your return notification, unless of course you have not yet returned it.
Questions and problems

Have you not yet received the money for your return?

If you have not received an email after 10 days that we or our partner have processed your return, please contact us. If you have received an email that your return has been processed, the money will be in your account within 5 working days at the latest.
Contact

Can’t find the return address?

You will automatically receive the correct return address for your item during your return notification. We have multiple addresses and this way you always automatically receive the correct address. This way you never have to search.

It no longer fits in the box

If the items do not fit in 1 box, please write the address and returns number on each box and we will match them in our warehouse.

How do I get my gift voucher/Air Miles back?

We first top up the gift voucher/Air Miles and transfer the remaining amount to the account you used to pay.

Would you like to keep your item?

Then cancel the return in your account. Pay for the item if you have not already done so.
To returns in your account

Do you want to return multiple items?

This is only possible if they are from the same seller and have the same return address. Register them in your account and you will see whether they indeed have the same return address.

Have returns collected

For large, heavy items & Select members

On this page:

What can you have collected?
Change pick-up appointment

What can you have collected?

With Select subscription
If you have Select, we will collect items from you for free. Report the item back in your account and you will automatically see whether you can opt for a ‘collection appointment’. You then choose a pick-up time yourself.
Large and heavy items (with or without Select subscription)
We will collect these from you, even if you do not have a Select subscription. Think of washing machines, dryers and televisions. Follow these steps:

  1. Register an item return.

    This is the same as normal returns.
    Start a return

  2. Choose ‘pick-up appointment’.

    In step 2 you can choose ‘pick-up appointment’. Is the option not listed? Then it’s probably not possible.

  3. Print and paste your return label

    Otherwise, the return cannot be taken by the delivery person.

Change pick-up appointment

Isn’t it convenient? No problem, you can cancel it and create a new one.
Cancel your appointment
Cancel the current appointment and make a new pick-up appointment.
Questions and problems

Can’t cancel anymore?

Let us know so that we can prevent the delivery person from coming by in time.
Contact

Can’t choose a pick-up appointment?

If the option is not mentioned: then unfortunately it is not possible. If the option is listed, but grayed out: then it is only possible if you have Select. In this case, you can register for Select to have your return collected (provided it falls within the return period).

Not satisfied or received wrong item

Not satisfied with the item received and what to do if the item is received incorrectly

On this page:

Not satisfied with a received item?
Received the wrong item?

Not satisfied with a received item?

Would you like to receive the item in a different version, color or size? The fastest way to receive the item of your choice:
Start a return
Send back the item you do not want to keep and pre-order the item of your choice. You will receive your money back within 5 working days after eBeke has received and processed your return in good order. If you have opted for post-payment, your invoice will expire.

Received the wrong item?

  1. Register the item for return in your account.

    Register the item that you actually ordered, but did not receive, as a return . Specify ‘received a different item than ordered’ as the return reason.

  2. Send the item back, this is always free

    Please return the incorrectly received item

  3. Reorder the item of your choice

    This way you will receive the right item the fastest.

    You can always contact our customer service directly if you have received an incorrect item. If you anticipate that you will incur costs or have incurred costs (for example when returning), please contact us.

    Are you having trouble with the above explanation? We are happy to help you!

    I have received a wrong item

Return conditions

What is and is not allowed to be returned, return period and costs

On this page:

Return period
Have you taken out a subscription?
You cannot return this
Return partner item
Free return

Do you want to know how many days your item can still be returned?

Check it in your account

Return period

From the moment you receive your order, you have 30 days to register your item as a return in your account . After registering your return, you have 14 days to send it.

Have you taken out a subscription?

In that case, the return period starts from the moment of purchase. After you have taken out the subscription, you have 14 days to change your mind.

You cannot return this

  • Gift vouchers and cards
  • Items that cannot be returned for reasons of health protection or hygiene (of which the seal has been broken)
  • Digital articles (ebooks, audiobooks and games)
  • Software subscriptions/products (of which the seal has been broken)
  • Audio recordings, video recordings, DVDs and computer software (of which the seal has been broken)
  • Items that are custom/personally made, such as mixed paint, engraved cutlery and custom-made curtains
  • Flowers, plants and Christmas trees that have a limited shelf life

Return partner item

The correct return address is stated on the return label. If you return to a partner, they will process your return once the partner has received the package.

Free return

Returns are always free with us.

Returns are also possible via the model withdrawal form .

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