Refund policy
Warranty, Repairs, Exchanges and Returns
Does an item not meet your requirements or have you changed your mind? Go to this page to register your return. For this you need to log in. No account yet? No problem, you can create one here.
Select what best describes your situation:
(a) My product was delivered damaged and/or faulty. What a shame! Please select [Reason for return] for [Product delivered damaged]. It is important that the product meets the following conditions:
- The product was purchased via alectobaby.nl
- Within 14 working days after receipt you must report the damage or defect.
- In case of damage we would like to receive a picture. You can simply attach this to the return form.
(b) My product is broken or does not work properly (any more). It has warranty. Select [Product is not working properly] at [Reason for return]. It is important that the product meets the following conditions:
- It is an Alecto product (if your product was not purchased from us, please take a picture of the invoice and upload it, or the PDF of the invoice, with your request).
- The date of purchase is less than 2 years ago
- It has not been dropped, damaged, got wet or used in any other way that would void the warranty.
If the product is not working properly, it must be returned to us.
If the defect is within the warranty terms and conditions, the product will be repaired at no charge. Always enclose a copy of the proof of purchase to claim warranty. If the damage is found to be outside the warranty, a charge will be made. (c) I would like to repair my product, it is out of warranty. Under [Reason for return] please select [Product would like to be repaired out of warranty]. We will then use the following procedure: - Is the cost of repair less than € 30, - (incl. VAT)? The repair procedure will start automatically. With the return of the repaired product you will receive an invoice with the costs. During the repair process you will be informed of the progress by email. This email may end up in your spam box or junk mail, please check it if you have a question about the status of your repair. (d) I want to return a product Please select [Product not meeting expectations] under [Reason for return]. It is important that the product meets the following conditions: - The product was purchased via alectobaby.nl You do not need to send the product in yet. You will first receive a message from us with a return sticker. - Are the repair costs less than € 30,- (incl. VAT)? The repair procedure will start automatically. With the return of the repaired product you will receive an invoice with the costs. During the repair process you will be informed of the progress by email. This email may end up in your spam box or junk mail, please check it if you have a question about the status of your repair. (d) I want to return a product Please select [Product not meeting expectations] under [Reason for return]. It is important that the product meets the following conditions: - The product was purchased via alectobaby.nl You do not need to send the product in yet. You will first receive a message from us with a return sticker. After we have received the return, we will refund the amount to the customer's account within two weeks or, if desired, send the new product. Returns are at the risk of the buyer. This means that Alecto is not responsible for damage or loss of returned items. Therefore, always ask for a shipping receipt when sending and keep it well.
-- Can't find your situation here? Are you not sure what to fill in? Or do you want advice first? Please contact us
Mail us at service@alectobaby.nl. We strive to give you an answer within 12 hours on working days. Of course, you can also call us. This is possible on working days between 10.00 and 14.00 to +3173 750 6293. We are happy to help you further.
- Are the repair costs more than € 30,- (incl. VAT)? You will be informed before the repair procedure starts. You have the possibility to agree with the repair. You will receive an invoice with the costs upon return of the repaired product. You can also choose to return the product unrepaired. This costs € 11.50 (incl VAT).
- The product has to be reported to us within 14 working days after receipt.
- The product is undamaged.
- The packaging is undamaged and untear. You may of course unpack the product carefully to judge it.
- Are the repair costs more than € 30,- (incl VAT)? You will be informed before the repair procedure starts. You have the possibility to agree with the repair. You will receive an invoice with the costs upon return of the repaired product. You can also choose to return the product unrepaired. This costs € 11.50 (incl VAT).
- The product has to be reported to us within 14 working days after receipt.
- The product is undamaged.
- The packaging is undamaged and untear. You may of course unpack the product carefully to judge it.