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Terms and Conditions and guarantee

By using this website and/or registering as a user, you agree to be bound by these Terms and Conditions.

After-sales service protocol for distributors and dropshipping


All the products offered in this catalogue have a 2 year warranty according to European law.


- The customer has 48 hours to report possible incidents to the distributor thru the link Contact us, under INFORMATION.

- You will receive a message about how the complaint will be handled. Also read these warranty conditions.


How should you proceed when receiving a shipment?

All our items leave the warehouse with the packaging in perfect condition.

The first thing you should do is check that the number of received packages matches those sent. Second, inspect each package externally with great care in order to see if there are any signs of it having been hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier seals or any sign that may lead to suspect that the goods may be damaged. It is mandatory to leave a note and signature on the courier's delivery note, either on paper or digital support (PDA), "PACKAGE VISIBLY DAMAGED" if these signs are present.

Not signing a package as VISIBLY DAMAGED and then presenting images that show visible damage to it will mean the incident will automatically be rejected.


In which cases will we not refund 100% of the product's value?

In which cases will we not refund 100% of the product's value?

- If the product has clear signs of misuse, unjustified damage or arrives in bad 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's value will be discounted; and 

- If the product is returned with missing parts or accessories, or if the incident description is not real 

> the product will not be refunded.

Very important: 

No refund will be made for products returned to us that are not faulty or whose incident description is not real. They will be stored in our warehouse and you will receive a notice. You will have 7 days of receiveing the notice to confirm if you want the products to be returned to your warehouse after paying for the shipping costs. If we do not receive any confirmation or payment within 7 days, the products will be destroyed in a recycling centre and BigBuy will not accept any claim for the products under any circumstances.


When is the money refunded?

Once the merchandise is received in our warehouses, and after checking the status of the same, we will proceed to the refund of its amount. Keep in mind that the refund process could take several weeks to evaluate the merchandise received.


What happens if you as our customer do not collect an order or refuses to receive?

When an order is not picked up by the recipient, it is returned to our warehouse. Once it is received in the warehouse, it is managed automatically by the TSS team and is then passed onto the administration department to process the payment.

The order shipment and the return to the warehouse entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses.

Keep in mind that the management process can last several weeks.


How long is the guarantee period?

Offering the highest quality and the best guarantee is our commitment to our customers. All items are guaranteed for a period of two years from the date of delivery.

After the first 14 days after receiving your order, the product is covered by the manufacturer's legal warranty.

The factory warranty is a legal warranty that prevails over the Look & Buy commercial and must be used after the first 14 days after receiving an order.

The Look & Buy seller warranty (during the first 14 days after receipt of the order) means that after investigation (*) the faulty product can be picked up by a messenger. There are no costs for the buyer. We will try to repair the defective product, after repair the product will be returned to the buyer at no cost to the buyer. If repair is not possible, a new product will be sent, if available, again at no cost to the buyer. If out of stock, it will be proposed to the buyer to send an equivalent product at no cost or to refund the full purchase amount by the way the buyer has paid for the purchase.

(*) Investigation of defect: Look & Buy Europe will ask the buyer to send information by email, such as photos of the defect, possibly a short video (clip), the packing slip sent with the box (picking list) and depending on the product some other additional information.


We make an exception for some products of the Cecotec brand. During the first 6 months after receipt of the order, the product is picked up by a messenger in case of a defect. This applies to all European countries where Look & Buy offers products. After the first 6 months mentioned, the defective product must be offered / sent to the repair department in Spain for its own account.


For all other brands, the buyer must contact the manufacturer's technical service in the customer's country of residence to obtain the diagnosis and solution.

The buyer must then contact the manufacturer's technical department in the customer's country of residence to obtain the diagnosis and the solution.

Keep in mind that the solution delivered is a repair after 14 days (after receipt) and no refund of the purchase price.


What is not included in the guarantee?

- Defects caused by negligence, hits, misuse, tampering, wrong voltage or installation, or wear and tear, are not included.

- In the case of computer products, the guarantee does not cover virus removal, software recovery for this reason or hard disk reinstallation after formating.


The guarantee will be void:

- If any detail of the guarantee or the proof of purchase is modified, altered or replaced; and/or

- If the identification number or the guaranteed product is tampered with or repaired without prior authorisation by the Technical Service.