Returns & complaints

Overview

IBECO sells to business customers and is not covered by consumer legislation's right of withdrawal. However, we have a generous returns policy to make things easier for our customers.

1. Return of stocked items

Stocked standard items can be returned within 14 days from the delivery date, provided that:

• the product is unused and in its original condition
• the original packaging is whole and intact
• the return has been approved by IBECO before the item is sent back

The following return deductions apply unless otherwise agreed:

• 30% return deduction for stocked standard items in as-new condition
• 70% return deduction if the goods require cleaning, completion or other action
• 100% return deduction for custom-manufactured products, which means that these are normally not credited

The final condition of the return is assessed by IBECO after the item has been received and inspected. If the condition differs from the information in the return notification, the return deduction may be adjusted. In such cases, the customer is informed before the case is finalised.

The buyer is responsible for the cost of return freight, unless otherwise agreed. If the return is due to IBECO having delivered the wrong item or the goods being faulty, no return deduction applies.

2. Complaint about defective goods

If you discover a fault in the delivered goods:

• Visible defects/transport damage: report within 3 working days of delivery, documented on the consignment note
• Hidden defects: report within 7 working days of discovery
• Warranty matters: handled in accordance with the respective manufacturer's warranty terms

If a complaint is approved, we will replace the item or refund the invoice value as agreed. We cover the freight for valid complaints.

3. How it works

1. Fyll i the return note. State the order number, item number, quantity and reason for the return. Send the completed return note to us by email.
2. Attach photos together with the return slip if the item is damaged or faulty. Please photograph both the product and the packaging.
3. Awaiting approval. We register the return case and will get back to you with a credit order number, return address and information on any return deduction. Do not send the item before the return has been approved.
4. Label and pack the return. Pack the goods well and clearly mark the packaging with the credit order number. Please enclose a copy of the return note with the consignment.
5. Send the item to the specified return address. The customer is responsible for the return transport unless otherwise agreed.
6. We are checking the return. Once the goods have reached us, we check the quantity and condition. If the return differs from the details on the return note, we will contact you before the matter is finalised.
7. Crediting. Once the return has been checked and approved, we issue a credit invoice with the applicable return deduction. Crediting normally takes place within 14 working days of our receipt of the goods.

4. What we do not accept returns on

• Products that have been installed or used
• Products without original packaging
• Consumables with broken packaging (seals, gaskets, etc.)

5. Contact us

Complaints and return notifications should be made to:

IBECO AB, Customer Service
Telefon: 010-206 91 00
E-post: order@ibeco.se