Our return policy lasts 14 days, which means you have 14 days after receiving your goods to contact us if you wish to return the items. If 14 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.To be eligible for a return, your item must be unused (not assembled) and in the same condition as you received it. It must also be in its original packaging. You must contact us before returning an item, if you do not, we may not be able to process a refund. We are not responsible for items returned without prior contact or authorisation from ourselves that are damaged or lost.
Returns authorised
Once we have authorised the return, you will receive an email from our returns team with your return number and instructions on what happens next. We allow 30 days from receipt of this email for the goods to be returned to our warehouse, after that, refunds will be made at our discretion and items returned or returned outside this time frame without prior authorisation may be refused and returned to the sender, which may result in you being liable for an additional courier fee. We do not refund orders until the returned item is accepted and processed by our warehouse.
Original packaging
If the returned item is USED, DAMAGED, or not in its ORIGINAL PACKAGING, we cannot offer a full refund and will be charged 30% of the original purchase price to cover the fact that we can no longer resell it. Before returning your item, we recommend taking photos of the item and packaging as a visual representation of its condition. In case of damage in transit, having a visual record of the condition of the item before it was shipped will speed up the return process and prevent a returned item from being refused due to damage.We do not accept products that are hazardous materials or contain flammable liquids or gases. Please ensure that all products requiring petrol drain the tanks and that the battery cable is disconnected in the case of battery-powered items.To complete your return, we require a receipt or proof of purchase.Please contact customer service before returning your item so that we are aware of the return, failure to do so may result in a delay in processing your refund.
How does this work with repairs, where should I go?
For repairs and maintenance of your product, please visit the Halsteren branch (by appointment only). We cannot guarantee that your product will be fixed immediately on site. We can only help you if the item was purchased from us. We also provide a guarantee on all our repair work. We give 50% discount on the hourly rate for our clients ! instead of 60, - you pay as a client of BWW 2INVEST N.V. only €30 per hour (excluding parts). Is there something we cannot fix immediately? Then we will still make sure your product is ready within 15 working days. You can then collect your product again.
Product returned after 14 days because it is defective?
Sometimes we receive items back because they are defective. After being checked by our staff, 99% of the time this turns out to be incorrect. Often, the vehicles are not fitted properly or the battery is not charged or simply not connected. Should you return an item due to a defect but it turns out to be fine, we will charge work and administration costs. The cost of returning the item is also the customer's responsibility. Should the vehicle prove defective under warranty, we will repair and return the item within 15 working days. Should the vehicle be beyond repair you will receive a credit note for this.
Collection
In scarce cases, we will arrange return shipping and will inform you of any charges for which you may be liable before arranging collection with the courier (return charges plus administration fees €20 to €40 may apply depending on the circumstances. Return charges may vary depending on the size of the product and are determined by our courier company), you will be notified before we arrange collection. We will arrange a convenient day with you, but we cannot specify a specific time for the courier to collect. If you miss the collection, we will have to charge for this as we will be charged for the missed collection. If you think you will not attend the collection, please let us know as soon as possible and we will try to cancel the collection, but if this is not possible we will charge for the missed collection.
Track and trace
If you arrange the return yourself, we recommend using a track and trace service as we cannot be held responsible for returns lost in transit. If we arrange the return, there will be a charge to cover courier costs, as well as administration fees, these will be deducted from your refund, customer service will inform you of this before the return is arranged.Remember, the product remains yours until it has been successfully received, checked and signed for by a member of our warehouse staff.
Return received
Once your return has been received and inspected, we will send you an email to let you know that we have received your returned item. We will also inform you of the approval or rejection of your refund or shop credit. If approved, we aim to process your refund within 5 working days. A credit will be automatically applied to your credit card or original payment method within 3-7 working days, depending on your payment method.If you have not yet received a refund, please check your bank account again first. Then contact your credit card company, it may take some time for your refund to be officially transferred.Next, contact your bank. There is often some processing time before a refund is posted. If you have done all this and you still haven't received your refund, please contact us at service@berghofftoys.com
Collection and returns (failed collections)
If you return an item, regardless of the reason the item needs to be packed, a courier will refuse to collect the item if it is not packed correctly and we will charge for failed collections. It is your responsibility to ensure that the item is packed correctly and we need your confirmation that this is the case before a collection is arranged by us. We strongly recommend that you keep the box in which the item was received in good condition.