Returns, warranty & complaints

Return conditions at a glance

• For consumers: you may withdraw from an online purchase within the statutory withdrawal period without giving a reason. The period begins on the day after receipt; for items delivered separately from one order, receipt of the last item applies.
• Notify us: clearly let us know within the withdrawal period that you are withdrawing from the purchase. An email to info@tvbeugels.nl with your order number and the relevant items is sufficient.
• Return it: ship the item within 14 days after notifying us of your withdrawal.
• Pack everything completely: return the item with all supplied accessories, bolts and manuals. Where possible, use the original packaging with a sturdy outer box. The original packaging is not an absolute requirement for exercising your right of withdrawal.
• You may inspect it: you may view the product as you would in a store. For use or assembly beyond what is necessary to establish its nature, characteristics and operation, demonstrable depreciation may be deducted. We will explain this.
• Second-chance items: the statutory right of withdrawal also applies to online consumer purchases of these items. A discount or opened packaging does not automatically exclude this right.
• Business purchases: the consumer right of withdrawal does not apply automatically. Contact us to discuss a possible return arrangement.

A return in four steps

1. Notify us of your return. Email your order number and the items you are returning. You do not need to provide a reason.
2. Pack carefully. Include a copy of the invoice or a note with your name and order number. Preferably attach shipping labels to an outer box.
3. Arrange and pay for transport. Choose a suitable carrier and drop off the package. For large or heavy items, ask about suitable transport.
4. Keep your proof. Keep the shipping receipt and tracking information until your return has been processed.

Return address

The withdrawal notification is not a request that must first be approved. For a defective or incorrectly delivered item, please contact us first so that we can arrange the appropriate solution and return shipment.

Refund and processing

• For a valid withdrawal, we will issue the refund no later than 14 days after you notify us.
• We may wait until we have received the item or until you provide proof that it has been returned, whichever occurs first.
• When withdrawing from the full order, you will also receive a refund of the cost of the cheapest standard delivery offered. Any surcharge for a more expensive delivery method you selected does not have to be reimbursed.
• For a partial return, the original delivery costs are generally not refunded if they were also payable for the items you keep.
• Refunds are issued via the same payment method, unless you agree to another method. We do not charge any refund fees.
• The return shipping costs you paid will not be reimbursed if you withdraw from the purchase.

We generally assess incoming returns within five business days. This processing time does not affect your statutory refund period.

Exchanges

Would you like a different product? Place a new order and return the original item according to this procedure. If you need help choosing, we will be happy to advise you.

Package refused or not collected

Simply refusing or not collecting a package is not always a clear notice of withdrawal. Therefore, also let us know that you wish to withdraw from the purchase. In the event of a valid withdrawal, the above rules apply. Any direct return costs will only be deducted to the extent permitted by law; we will provide an explanation for this.

Defective, damaged or incorrectly delivered?

Contact us first. Send your order number, a description and, if possible, photos of the product and packaging. Do not use a damaged bracket for installation.

• We will investigate the report and agree on how to repair, replace or otherwise resolve the issue with the product.
• In the event of a justified complaint about a product that does not conform to the agreement, the statutory remedy is free of charge, including necessary return transport. You therefore do not have to pay the necessary return shipping costs yourself for a justified complaint.
• The manufacturer's warranty is in addition to your statutory rights. These rights do not automatically expire when a manufacturer's warranty period ends.
• Damage caused by, for example, incorrect installation, improper use, negligence or normal wear and tear is not automatically covered by the warranty. We assess this based on the product and the circumstances.

Always read the manual before installation and check the VESA size, load capacity and suitability of the wall or ceiling.

Submit a complaint

1. Email your complaint to info@tvbeugels.nl. State your order number and describe what happened and which solution you are seeking.
2. You will receive confirmation of receipt no later than the next business day.
3. We will respond to your complaint within 14 days. If more time is needed, we will let you know within that period when you can expect a substantive response.

Also read our terms and conditions. Your statutory consumer rights remain applicable.

Need help?

Our team can help you with product advice, your order or the terms and conditions. When contacting us about an order, include your order number; for product advice, include the brand and full model number of your TV.

Telephone: 088 112 0500 · On business days from 09:00 to 17:00.