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 ebekecar, 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 would like 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
Some items have less or no manufacturer’s warranty. Consider, for example, ‘consumables’ such as shampoo or diapers.
Legal guarantee
If there is no manufacturer’s warranty or if you prefer to arrange this through ebekecar 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 ebekecar 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 ebekecar
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 ebekecar partner
Contact partner
If you have purchased an item from a ebekecar partner, it is best to contact the partner to discuss the options. Are you unable to reach an agreement with your partner? Please contact ebekecar 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 ebekecar 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.
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