Refund policy

CANCELLATION AND RETURN POLICY

If an order is cancelled prior to shipment, the prepayment may not be fully refunded. Please note that we consider your product to have been "shipped" when a bill of lading and a tracking number have been generated for a carrier. After products are deemed shipped, cancellations are treated as returns as described below.

All returns require a return merchandise authorization from our Customer Service Department. Please email us to obtain a return merchandise authorization. No returns will be accepted and no credit will be given without a Return Merchandise Authorization. To receive a credit or a replacement unit, we must first have the opportunity to receive and fully inspect your return.

Return shipping charges are the responsibility of the customer and all returned items must be returned in "new" or "like new" condition, in original manufacturer's packaging with no damage and with all original product manuals. After the product is received, inspected and verified to be in "like new" condition, consideration will be given to the manufacturer to provide a full refund of the product purchase price less any original shipping charges and less a 25% restocking fee. For products sold with a "Free Shipping Promotion", the actual freight cost to originally ship the product will be deducted from your refund.

If you refuse an item delivered by a commercial carrier for any reason other than damaged merchandise or a shipping error on our part, the item will be treated as a return and the charges described in the previous section will apply.

Most products come with a manufacturer's warranty found on their packaging or documentation. We do not offer any warranty that exceeds the manufacturer's warranty.

Customer orders with Customized Configuration (Law 47/2002 on Retail Management) or On Demand, private labels or non-standard item models are not refundable.

REFUND POLICY

WARRANTY AND AFTER-SALES SERVICE

Most products come with a manufacturer's warranty found on their packaging or in their documentation. We do not offer any warranty that exceeds the manufacturer's warranty.

Generally the manufacturer offers a one-year factory warranty valid from the date of delivery, and will be responsible for delivering replacement parts and components to replace damage during the validity of this warranty. When the buyer is an importer/distributor, the factory warranty is limited to free parts and components, including shipping, and the customer is responsible for customs clearance, taxes, transportation and installation at the final destination. The factory warranty is void in case of mishandling, accidental damage and negligence.

You must follow the instructions provided with the delivery regarding operation, maintenance and service of the goods. If you do not do so, you will indemnify us against any claims at a later stage.

You must follow current health and safety legislation for operation, the handling protocols provided in the device manuals and possible training including proper and professional maintenance of the delivered goods. If you fail to do so you will indemnify us for any related claims.

WHICH PRODUCTS ARE COVERED BY THE FACTORY WARRANTY?

PRODUCTS PURCHASED IN OUR STORE

We guarantee the highest quality of products purchased in our store. Our sales managers keep a record of all the orders you place. If you are not satisfied with the quality of your purchase, you can contact our warranty service and the issue will be resolved.

PRODUCTS WITH SALES INVOICE

When you buy a product you have chosen in our shop, you get a sales invoice. It is an important document, so please keep it until the end of the warranty period.

PRODUCTS WITH ORIGINAL PACKAGING THAT IS NOT DAMAGED

All products purchased in our store are delivered to you in the original packaging. Please keep it until the end of the warranty period, because if you decide to return the item for any reason, you must have the original packaging that is not damaged in any way. In case you have to send the equipment back to us for repair, the equipment must be transported avoiding possible damages in transport.

PRODUCTS THAT HAVE NOT BEEN HANDLED BY THIRD PARTIES

The products you return to our warehouse must not have been repaired by a third party. Talk to our warranty technicians first, they are here to help you with any problems that may arise.

WHEN IS THE WARRANTY NOT PROVIDED?

DAMAGE DUE TO WEAR AND TEAR

Please note that our warranty does not cover damage to products that may have resulted from normal wear and tear of the product you have purchased from our store.

MISUSE OR ABUSE

If the product purchased in our store has visual traces of misuse or abuse, this case is also not covered by warranty services. The store may make the repair of the services at your expense.

WARRANTY PERIOD EXPIRED

The warranty begins on the date of purchase of the sales receipt. Once the warranty period has expired, our after-sales service will be available for the repair of your device with repair and travel charges or, if applicable, shipping costs.

MISUSE

The use not allowed for another use from which the device was created, for example: the use of household equipment for commercial or professional use.

UNAUTHORISED REPAIR SERVICES

When the product has been tampered with or is being repaired by service companies not authorized by the manufacturer, you lose your right to free warranty service.

THE USE OF UNAUTHORIZED SPARE PARTS OR CONSUMABLES

When the product has stopped working due to the use of unauthorized spare parts or consumables, the store does not assume any responsibility for the incident. Use authorized spare parts if you want to keep your warranty valid.

CLEANING THE PRODUCT

If the purchased product has been cleaned with products not authorized by the manufacturer. Lack of cleaning or maintenance on some products can also lead to breakdowns. Please contact an agent to provide you with all the information regarding the cleaning of your product.

CHANGES AND RETURNS

CAN'T BE RETURNED:

Those products that are made with a Customized Configuration (Law 47/2002 of retail trade regulation).

The consumables that have been unsealed.

Private brands or non-standard models.

The articles that are indicated On Demand.

PRODUCTS DAMAGED IN TRANSPORT:

If, when you receive your order, you find that the packaging is damaged, you must state this on the delivery note that you sign to the carrier. In the case of physical damage to the product, due to transport, and not visible in the external packaging, you must notify the transport agency that made the delivery or BHIOWE to manage it, within 24 hours of delivery.

GUARANTEES OF CONSUMABLES

Consumables do not have the same guarantee as non-perishable products. Also known as non-durable consumer goods, soft goods or products. Consumables are products that are capable of being consumed; that can be destroyed, lost or worn out. All those products with a short life, for example: cosmetics, disposables, etc.

The law excludes these products from the guarantee. However, BHIOWE can guarantee the performance and quality of some of its products for 30 days from the date of purchase, so if you have a problem with any of our consumables in this period of time, BHIOWE can replace it.