Not happy with your online purchase?

You have purchased a product or service from us online. What if this product or service does not meet your expectations? How long is the cooling-off period? What should you do if a device appears to be damaged or faulty on delivery?

How long is the cooling-off period for your online purchase?

If you are not satisfied with your online purchase, you can return the product or cancel the service within 14 calendar days. This cooling-off period starts on the day after the product is delivered or the day after the service is activated.

To return a product or cancel a service, you will need to contact our Customer Service. Bear in mind the following:

  • You need to have the order number (ECA xxxxxxx) at hand. You will find this in the confirmation e-mail or on the order delivery note.
  • You do not need to give a reason or motive for withdrawing from your purchase.
  • You will need to return the device in its original condition and in its original packaging. Returns costs will be at your expense.
  • You will be refunded the amount of your purchase within 21 calendar days of us receiving your device in our warehouse or you cancelling the service as you used. The same method of payment will be used to refund you as you used to pay for your purchase. However, if the device is damaged while being returned or you have already made use of the service, an amount will be deducted from your purchase price.

Click here for the detailed terms and conditions in detail.

Is the product you purchased online damaged or faulty?

If the product appears to be damaged or faulty on delivery, you will need to contact us either via this contact form, or via our Customer Service. Keep your order number (ECA xxxxxxx) on hand. You will find this in the confirmation e-mail or on the order delivery note. Our Customer Service will look for a solution with you.

If your purchase gets damaged or becomes faulty later on, the standard warranty conditions apply for its repair.

If you have any other questions about your online purchase (order, delivery, general terms of sale), please contact us online or get in touch with our Customer Service. Always have your order number (ECA xxxxxxx) close to hand.

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