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Return and refund policy

Dear customer,

The complete satisfaction of our customers is and remains our most important goal!

All our products are original and of high quality, at the best possible price / performance ratio!

We strive for a perfect and fast delivery.

With 37,000 items in our warehouse, however, something can always go wrong.

We solve this quickly and efficiently.

The customer must clearly explain what happened, otherwise the handling will take unnecessary long time.

You do not have to send us pictures of what you have ordered, because we have this information in our system. We trust the customer when he says that the wrong item has been received.

We appreciate honest customers!

In short our return policy comes down to the following:

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a) The product ordered is another product as ordered by the buyer (wrong product).

You must report this to us within 2 days of the receipt date. 

attention rood Please wait for our instructions how to proceed AND under no circumstances send the received package back to our return address.

Send the following 3 documents as an attachment to an email message to lookandbuy@bitgcv.eu:

1) a copy of the order confirmation or invoice.

2) a copy of the picking list (that is the list on which the shipping department checks what needs to be sent).

3) a photo of the received (and therefore wrong) product, including the BAR code of the product.

4) briefly describe the difference between the product received and the product that you expected and ordered.

PAY ATTENTION:

Outside the aforementioned advertising period of 2 days and / or without showing the 3 documents mentioned, we cannot process the application.

> if you simply return the package to our return address in the Netherlands or Spain without waiting for our instructions, your request will no longer be processed and no refund will be made.

> Wrong products must ALWAYS be returned to our warehouse with a special label that forms part of the instructions you receive following the notification.

> the product must absolutely not be used, the packaging must remain the original packaging and show no signs of damage.

> upon approval by our inspection department you will receive the full purchase price including shipping costs back. Any return shipping costs are for our account, so you do not have to pay them.

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b) Not received everything

Occasionally, the entire order has not been received. You must report this to us within 5 days of the receipt date. 

Send the following 4 documents as an attachment to an email message to lookandbuy@bitgcv.eu:

1) a copy of the order confirmation or invoice.

2) a copy of the picking (check-off) list (that is the list on which the shipping department checks what needs to be sent).

3) Photograph of the attached carrier's label.

4) Photo of the box.

5) state in the mail which article number is missing from the picking list (or if this is missing, the article number as stated on the invoice).

PAY ATTENTION:

Outside the aforementioned 5-day advertising period and / or without showing the 4 documents mentioned, we cannot process the application.

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c) the product ordered appears to have been clearly damaged on delivery by the parcel deliverer.

     (packaging is clearly severely damaged)

> refuse the receipt and take a picture of the damaged package, if necessary also check the content of your order for damage.

attention rood read more on the Warranty & Complaints page for further instructions.

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d) the ordered product appears damaged or defective when unpacked.

     (packaging is NOT damaged)

You must report this to us within 5 days of the receipt date. 

attention rood Please wait for our instructions how to proceed AND under no circumstances send the received package back to our return address.

Send the following 4 or 5 documents as an attachment to an email message to lookandbuy@bitgcv.eu:

1) a copy of the order confirmation or invoice.

2) a copy of the picking list (that is the list on which the shipping department checks what needs to be sent).

3) a photo of the defective product or a short video that demonstrates malfunction.

4) IF the product has been found damaged in the packaging, please also send a photo of the outside of the box clearly showing the label of the transporter including (bar) codes. All this in connection with possible damage claims towards the carrier.

In that case we also need a photo of the protective material as it was in the box!

5) a photo of the cancellation form that you have filled in for damaged or defective products (briefly describe the problem)

PAY ATTENTION:

Outside the aforementioned 5-day advertising period and / or without showing the 4 documents mentioned, we cannot process the application.

> if you simply return the package to our return address in the Netherlands or Spain without waiting for our instructions, your request will no longer be processed and no refund will be made.

> defective products must ALWAYS be returned to our central warehouse in Valencia (Spain) with a special label that forms part of the instructions you receive following the notification. Returns of defective products to our return address (in the Netherlands, see point d) are not processed: upon receipt at the return address (in the Netherlands, see point e), defective products are always destroyed and reimbursement cannot take place.

> the product must not have been used, the packaging must remain the original packaging and show no signs of damage.

> upon approval by our inspection department you will receive 100% of the purchase price including shipping costs back. Any return shipping costs are for our account, so you do not have to pay them.

WHEN DOES Look & Buy Europe PAY NO 100% OF THE PRODUCT VALUE BACK?

- If the product shows clear signs of incorrect use or unjustified damage, or arrives in poor condition;

- If the product is returned without the packaging, with a damaged packaging, or with transport labels that make the packaging unusable - 50% of the product value will be deducted;

- if the product is returned with missing parts or accessories, or if the incident description is false - the product will not be reimbursed.

Very important: no refunds are made for products returned to Look & Buy Europe that have no defects or for which the incident description is unreal. They are stored in our warehouse and you receive a notification. You must confirm 7 days after receiving this notification that you want the products to be returned to your address after you have paid for shipping costs. If we do not receive a confirmation or payment within 7 days, the products will be destroyed in a container park and Look & Buy Europe will not accept any claim to the products under any circumstances.

WHEN IS THE MONEY REFUNDED?

If the merchandise has been received in our warehouses, and after checking its status, we will continue to refund the amount to the bank account specified by the buyer in the withdrawal form. Bear in mind that the refund process can take several weeks to evaluate the merchandise received.

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e) order-cancellation (of new undamaged and unused products):

(this procedure only applies to undamaged AND unused products that can be offered as a new outlet again)

(this procedure does NOT apply to damaged and / or defective and / or already used products: follow procedure d) !!!)

There is nothing wrong with the product, the delivery took place on time, but the buyer chooses to return the order (within 14 days after the date of receipt), free of charge and without a mandatory reason:

> With this procedure we do not accept already used and damaged products, not even damaged packaging, as a result of which the product can no longer be offered as new: there is only partial repayment or in some cases no refund at all.

> if upon return arrival it appears that the product including the packaging can be offered as new again, the purchase price (excluding the original and excluding the return shipping costs) will be refunded to the bank account number that you state on the cancellation form. Since we charge the same shipping costs for the return shipment as the shipping costs from our warehouse to the buyer, this means that you only pay twice the shipping costs. 

As a return sender, the buyer is obliged to return the return shipment in a safe and correct manner for his own account.

If the product appears susceptible to theft or represents a high value, the return shipper will have to cover the risk of theft or loss through adequate shipping insurance.

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WHEN DOES Look & Buy Europe PAY NO 100% OF THE PRODUCT VALUE BACK?

- If the product shows clear signs of incorrect use or unjustified damage, or arrives in poor condition;

- If the product is returned without the packaging, with a damaged packaging, or with transport labels that make the packaging unusable - 50% of the product value will be deducted;

- if the product is returned with missing parts or accessories, or if the incident description is false - the product will not be reimbursed;

- when a product has been used longer than just for testing: for example, a fan or other cooling device turns out to be non-compliant after a day (or longer) (which may be apparent from the buyer's comment) - 20% of the product value will be in deduction.

Very important: no refunds are made for products returned to Look & Buy Europe if it appears that the 14 day withdrawal time (read: reflection time) has been exceeded. They are stored in our warehouse and you receive a notification. You must confirm 7 days after receiving this notification that you want the products to be returned to your address after you have paid for shipping costs. If we do not receive a confirmation or payment within 7 days, the products will be destroyed in a container park and Look & Buy Europe will not accept any claim to the products under any circumstances.

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WHEN IS THE MONEY REFUNDED?

If the merchandise has been received in our warehouses, and after checking its status, we will continue to refund the amount to the bank account specified by the buyer in the withdrawal form. Bear in mind that the refund process can take several weeks to evaluate the merchandise received.

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RETURN OF PACKAGES

If the product weighs less than 2 KG, use must be made of a so-called IBRS label, which can be downloaded here:

print the IBRS label and stick it on the package to be returned (note: less than 2 kg weight).

The shipping costs do not have to be paid when using the IBRS label, but are deducted from the purchase price upon repayment.

Always send the following 3 documents with the return package:

(also send these 3 documents as an attachment to an email message to lookandbuy@bitgcv.eu):

1) a copy of the order confirmation or invoice.

2) a copy of the picking list (that is the list on which the shipping department checks what needs to be sent).

3) the fully completed cancellation form that you can download here. 

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The return address in the Netherlands for packages up to 2 KG is:

attention rood Use the IBRS-etiket .

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The return address in the Netherlands for packages above 2 KG is:

Look & Buy Europa // Belgium Internet Technologies

Zalkerbos 26

2716 KA

ZOETERMEER

Nederland

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(these 2 return addresses above do NOT apply to damaged and / or defective and / or already used products)

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The European Commission provides for an Online Dispute Resolution Platform, which you can access here: https://ec.europa.eu/consumers/odr/

Please see the following link for the nationally appointed Alternative Dispute Resolution bodies contact details: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.adr.show

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