After Sales Service

There are a number of reasons why you may return a package. Keep in mind that there are certain CONDITIONS which must be accounted for, depending on the type of return.

WE CONTINUE TO WORK REGULARLY AND ALSO EXTEND THE WITHDRAWAL PERIOD TO 100 DAYS*.
The 100 days will be calculated from the moment of delivery for all orders placed from the 16th of March onwards (this condition is due exceptionally to the current health emergency in the country and can be restored to the PREVIOUS 14 days at any time).


RECOMMENDATIONS

WHAT TO DO WHEN RECEIVING A PRODUCT?

It is mandatory that you check the condition of the contents of the package and write any comments on the couriers delivery note.

WHAT DO I DO IF I REALIZE THAT I’VE MADE AN ERROR WITH MY ORDER?

We recommend that you contact us directly so we can assist in amending the order .

WHAT DO I DO IF THE MATERIAL IS DAMAGED?

The goods must be checked by the customer. In case of receiving any product damaged during transport or if it has any type of defect, the customer has 24 hours to claim from the receipt of the order through your customer account to our After Sales department and make the claim. If the damage is not reported within this period, the claim will be automatically rejected.

In the event that the goods are received by a third party, the buyer undertakes to inform you that the goods must be inspected. You accept responsibility for any loss or damage if someone signs on your behalf and does not carry out the relevant checks.

HOW ARE INCIDENTS OR REPARATIONS HANDLED?

At BeloraHomeStore, we give you a number of options:

– Reparation or Substitution: Generally, the first option is to repair or replace in the event that the technical service considers this appropriate, in function with stock, type of product, type of incident, delivery date, etc. Keep in mind that when replacing, the client must keep any parts worn from use by the client (if there are any) and that aren’t covered by warranty.

BeloraHomeStore will collect the product received in poor condition via a transport company. Once received at our premises, we will send you the replacement product(s) within 15/20 days of receipt of the product(s)

 

–  A Discount Voucher: A  partiasle refund in the form of a Voucher that can be applied to a future order. This is not available after 14 days have passed since the purchase of the product, except in certain situations which will be considered. Active within 24/48 hours. When considering deadlines, this method is most useful for when a client wishes to return a product due to renouncement and wish to acquire another product, as the VOUCHER takes less time to be made effective than the REFUND.

 

WHEN WILL MY PACKAGE BE COLLECTED ONCE THE RMA IS MADE?

Once the RMA has been processed, whatever the incident may be and if the collection of the product is convenient, the client will provide a date for the collection at their address or access point, at least 72 hours beforehand. The collections are made during intervals (morning-afternoon) with a wide margin. As Sklum uses third party courier services, we can not be held responsible for any issues that may occur with transport. The client also has to provide our costumer service team with all the information ( i.e: Number of boxes, Size, and approx weight ) before the pick-up. 

 


INCIDENTS WHICH ARE MANAGED BY AFTER SALES (processing an RMA)

FOR THE BREAKAGE/DAMAGE OF A PRODUCT DURING SHIPMENT OR DEFECT OF THE PRODUCT (WARRANTY)

 

In the event of receiving a product that has been damaged during transport, the client will have a 48h period to claim for the collection of the item through their customer account to our After Sales  service. 

IMPORTANT!!!!! No complaint will be accepted without the original packaging.

These steps must be followed:

1) Log in to your account and go to the “ORDER STORY” section and click on the corresponding order.

2) Check the boxes of the product to be returned + quantities.

3) Specify the reason for the return and the solution you want (REPLACEMENT/VOUCHER or REFUND*) in the “RETURN GOODS” box and click on “MAKE A RMA” to finish.
Once the RMA has been created, you must send photographs by email to customercare@beloraHomeStore.com clearly identifying the defects of the material, of the packaging where the defects/bumps/breakages can be clearly seen and of the carrier’s label (all photos are essential for any claim).
BeloraHomeStore will process an RMA for its management and will inform you at all times of its situation.

4) Send an email to customercare@beloraHomeStore.com with photographs of the products/courrier label and original boxes before and after packaging. Remember that it is obligatory to keep the original packaging otherwise we can’t accept the reclaim.

* If the client does not want a replacement or repair, it will be considered as withdrawal and the costs are charged to the customer.

FOR AN ERROR IN THE SHIPMENT OF THE PRODUCT:

If it is detected that a product hasn’t been received, if the product differs from that which was ordered. The client has 24 hours from the delivery of the product to notify us of the incident.

In the event that you have received a wrong item . The mandatory steps are to firstly contact BeloraHomeStore customer service advisor by either telephone or emaill. After which a pick up will be scheduled . Once the items are received, the correct order/ item will be shipped. BeloraHomeStore will cover the costs of both the collection of the incorrect product and the shipment of the correct product. 

These steps must be followed:

1) Send an email to customercare@belorahomestore.com with a detailed description of the incident, pointing out anything that can help clarify the situation and demonstrate the incident.

2) Photographs of all the affected areas and of the entire order from all angles that help to demonstrate the incident. Without all of the required documentation, no claim will be processed and no subsequent claims will be accepted. Once received, they will be compared with our quality control images and you will receive a response via the same method (email). Examples: take pictures / screenshots to show errors in the description of the website/product, in the event that a product is not received, take pictures of all received products, positioned as they were delivered, and if they had padding, also place it inside the corresponding box… This section is very important, for if the incident is not clearly demonstrated, the claim may not be considered.

3) BeloraHomeStore will process the RMA and will keep you informed at all times.

4) Send an email to customercare@beloraHomeStore.com with photographs of the products/courrier label and original boxes before and after packaging. Remember that it is obligatory to keep the original packaging otherwise we can’t accept the reclaim.

RIGHT OF WITHDRAWAL

The return of our products is accepted (purchase renouncement) as long as 14 days haven’t passed since the product was delivered and always if the product is found in the same condition as when it was acquired, including the instructions, documentation, accessories (nuts, bolts and Allen keys) and original packaging. It must be presented in perfect condition, with no dirt, stains, smells and with no signs of mistreatment or damage. Returns will only be accepted if the products or their parts haven’t been installed, used or modified in any way and still conserve the original packaging in perfect condition.

Once the product has been received, BeloraHomeStore will proceed to refund the amount of purchase (PAYMENT) or Voucher for next purchase as appropriate and excluding return costs. 

The return of materials not attributable to BeloraHomeStore which when ordered were provided with free shipping will have the shipping deducted from the return, in correlation with the amount of material / weight / number of packages.

 

These steps must be followed:

1) Log in to your account and go to the “ORDER HISTORY” section and click on the corresponding order.

2) Check the boxes of the product to be returned + quantities.

3) Specify the reason for the return and the solution you want (VOUCHER or REFUND*) in the “RETURN GOODS” box and click on “MAKE A RMA” to finish.

4) Provide by email to customercare@belorahomestore.com, photographs of the product before and after packaging. Remember that it is obligatory to keep the original packaging.

WITHDRAWAL INFORMATION:

– If the client wishes to cancel the order due to renouncement and it hasn’t yet been handed to the courier, the refund of the order will be made effective within 20 business days after the email confirming said renouncement is received. The refund will always be made, if possible, through the same method used to pay for the order.

-If the client wishes to cancel the order due to renouncement, but the courier already has the package, then the client must pay for the shipping and return costs of the order, even if it hasn’t been received at the address. The refund will be made effective within 20 business days after the package is received in our facilities.  The refund will always be made, if possible, through the same method used to pay for the order.

 

– If the client wishes to cancel an order they have received due to renouncement, then the client must pay for the shipping and return costs. The refund will be made effective within 20 business days after the package is received in our facilities.  The refund will always be made, if possible, through the same method used to pay for the order.

FOR THE DEFECT OF A PRODUCT (WARRANTY)

This is if the received product shows any signs of defect or deficiency.

These steps must be followed:

1) Send an email to customercare@beloraHomeStore.com with a detailed description of the incident, which solution you desire (Repair/Replacement, Voucher or Refund) and provide photographs and/or a video to help demonstrate the situation and to generally speed up the process.

2) BeloraHomeStore will process an RMA and will keep you updated at all times.

Dear customer, we recommend that before processing a return, first make sure to perform the pertinent tests to verify that the product really doesn’t function, for if upon reception the product works correctly and the reason for the return was because of a lack of knowledge on how to use the product, the customer will assume all shipping costs, both outgoing and returning.

The client also has to provide our costumer service team with all the information ( i.e: Number of boxes, Size, and approx weight ) before the pick-up. 

 

 

 

If any technical support is needed, you can contact directly with us via our email


SITUATIONS WHICH VOID WARRANTY

– Returns will not be accepted for items that are damaged and/or do not work properly due to an incorrect use.

 

– When the shown defects are due to an incorrect or inappropriate use; wear or ageing over time, an accidental incident or, more common, due to an external cause (like the intervention of an unauthorized third party).

 

– When the product shows clear signs of being used past its limitations, as with evident mistreatment in the form of knocks, deteriorations caused by corrosive liquids or substances and any other anomaly that’s attributable to the client.

 

– BeloraHomeStore products are designed and manufactured for particular use (homes), not collective use, meaning that the warranty is limited in situations in which the item is destined to be used in the catering sector (restaurants, coffee shops, hotels, public clubs, public terraces, amongst others).

 

– The return of OUTLET products and products with minor imperfections will not be accepted, after client approval.

 

– Due to the nature of certain products, they have warranty stickers. To remove or manipulate said stickers will void the warranty.

Return Policy

Return services may be delayed as a result of COVID-19 safety measures. Our Customer Service team will provide you with further information if your return is affected.

Please note that you are responsible for the costs of returning items. If you choose for us to arrange for them to be collected and/or shipped, the return shipping charge can vary between £8.99 and £24.99 for small parcel courier services and from £50.00 and £150.00 for large parcel courier services. This cost will be deducted directly from your refund.

Some items cannot be returned, including:

  • Items which are personalised or customised to your specifications
  • BeloraHomeStore gift certificates

All eligible items purchased between 1 November and 25 December can be returned until 31 January of the following year.

If your order arrives damaged or defective, please see the Replacing Damaged Items.

(*) The day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.