Customer Service information
we will be happy to help you
On this page you can read about all that is related to your purchase, complaints and returns. We also invite you to download our General conditions both for B2C and B2B. If you prefer not to read about it, feel free to approach us with your questions and requests. We always try to find a solution for you.
Most customers place an order after consulting us. Many of our products require personal advice and a connection is established through telephone or personal contact. In such cases, a simple payment by bank transfer is usually chosen after receipt of a (pro forma) invoice.
We can receive local wire transfers in Euro, USD, GBP, CAD, AUD, NZD, SGD, HUF, PLN, RON and TRY. International wire transfers can be received in Euro, GBP and USD.
For your online purchases, or if you prefer not to pay by regular bank transfer, we use a Payment Service Provider. At the moment this is Mollie for most payments. You can select these secure payment methods yourself when placing your order on the website. If you do not order online, we will send you a link to our secure online payment page on request. What options will see in your payment screen depends the country you are in. some payment methods are only available in certain countries.
We also accept a number of crypto currencies. We use Utrust’s payment platform for this.
Of course you can pay with:
- Ideal (Netherlands only)
- credit card
- Apple Pay
- Bancontact (Belgium only)
- Money transfer
- Sofort Banking
- Przelewy24 (Poland only)
Products from the web shop that are easy to deliver are sent by courier. We normally use the service of TNT/Fedex, unless circumstances ask for an alternative courier. We do our utmost to deliver your order as quickly as possible. However, we are dependent on third parties for this. Not all products are in stock in our own warehouse; these products are sent to you directly by our supplier. Naturally, we will let you know how quick your order is expected to be delivered. Smaller items can be send by post service too. In most cases, your order will be dispatched no later than the next working day.
Estimation of the delivery times (subject to force majeur):
- Economy Express 2-4 days within Europe (our standard shipping method)
- Express shipments can reach most European destinations in 1-2 days (optional and it is possible that we charge a surcharge)
- For European destinations outside the EU expect 2-4 days longer because of the Customs process
- Outside Europe on request
Most purchases will be delivered without any delevery costs if the order is €150 or more. If you want extra fast deliveries, we will discuss a reasonable fee.
- When renting, we always charge transport costs and possibly also installation costs.
- The exact costs depend on the product and the destination, and the amount is a one-off for the return journey.
- Each product group has its own conditions and these are stated in the information about renting the product concerned.
- Some products can also be collected (and returned). In such cases, we may also charge a fee for preparation.
Warranty and Complaints
We care about our products and naturally do our best to deliver them to you in top condition. Nevertheless, it sometimes happens that an order breaks down during transport or that something else happens which entitles you to make a claim under the guarantee. Legally, you are obliged to report the defect to us within two months of discovering it. If the defect is covered by the guarantee, we will repair or replace it free of charge.
In most cases you are responsible for the transport and the guarantee is a ‘Carry-in Guarantee’. If it is not possible for you to take care of the transport or if the inspection and possible repair must take place at your location, we will make arrangements about possible costs.
It can always happen that something does not go quite as planned. We advise you to first report any complaints to us by sending an e-mail to [email protected] If this does not lead to a solution, it is possible to register your dispute for mediation through Stichting WebwinkelKeur. As of 15 February 2016, it is also possible for consumers in the EU to report complaints via the ODR platform of the European Commission. If your complaint is not yet being handled elsewhere then you are free to file your complaint via the platform of the European Union.
It may happen that you want to return an order. Perhaps because you do not like the product or perhaps there is another reason why you would not like to have the order. Whatever the reason, you have the right to cancel your order up to 14 days after receipt without having to provide a reason, provided that any seal is not broken. If the seal is broken, your order is final and cannot be returned.
You have another 14 days to return your product after cancellation. You will then be credited with the full order amount including shipping costs. Only the costs for the return from your home to Conec Care are for your own account. Consult the website of your carrier for the exact rates. If you exercise your right of withdrawal, the product with all accessories and – if reasonably possible – in the original condition and packaging will be returned to the entrepreneur. To make use of this right, please contact us via [email protected] Please use our ‘model withdrawal form’ what you can find in our general conditions B2C. We will then refund the order amount due within 14 days of notification of your return, provided that the product has already been received in good order.
If the product is damaged or the packaging is more damaged than necessary to try the product, we may pass this depreciation in value to you. Please treat the product with care and make sure it is well packed when returning it.
Exchanging your product
Do you want to exchange your product? That is no problem at all. Please contact [email protected] However, you will be responsible for the cost of returning the product
I have entered a wrong delivery address!
Did you accidentally enter a wrong delivery address? Please contact us as soon as possible. We will then try to change the order for you.