Guarantees and After Sales Service

Reception of your parcel

At the reception of the parcel, the buyer has to check the state of the packaging to detect any possible damage caused by the transport. In case of doubts, the buyer has to check inside the state of the product by the presence of the deliverer. If the packaging has been badly treated or is torn, it must be indicated and signed on the transport note with the mention: "content under restriction of control".

Right after the delivery, the buyer has to check the parcel and in case of defects, the buyer must brief the seller by email (info@alterego-design.be) or letter. If, within 2 (two) days after the delivery, the buyer has not briefed the seller about the defects of its parcel, the seller will therefore estimate that the buyer has accepted its parcel in its state and any right of complaint will expire after this delay.

If the parcel has defects or has been damaged by the transport, the buyer is asked the send an email at info@alterego-design.be or by writing to ALTEREGO sprl, Avenue du Progrès 21, 4432 Alleur, Belgium, including the order number and pictures as well as a description of the defects or damages of the parcel.

In case the item is damaged on arrival, please do not assemble it before having received an answer from our After-Sales service department. All assembled products are considered as accepted.

If the complaint is justified for the seller, the seller will have the choice between paying a compensation with a total corresponding to the invoice amount of the parcel delivered, or replacing for free the parcels delivered. The seller does not have to pay other awarded damages or compensations, under any denomination.

Revocation rights, satisfied or refunded

ALTEREGO sprl gives you 15 (fifteen) working days to return us a product which does satisfy you. You have 15 days to send us back your product including the invoice, at your cost. Thank you for sending back the products using a transporter which allows us to track the products. This is necessary in case of despoliation or loss of the parcel by their services.

In any case, the return of the parcel is at the cost of the user. Only complete products (accessories, notices,...) in their original state will be accepted, returned in their original packaging.

After reception and control of the parcel, we will proceed to the refund of your parcel.

Any product which has been damaged will not be accepted.

Before any return, thank you for sending us an email at info@alterego-design.be with your order number and your intention to return the object.

Garantees

All our products benefit of:

• The legal guarantee of conformity
• The legal guarantee of hidden defect
• The constructor guarantee which can not exceed 2 years

If the guarantee is applicable, ALTEREGO sprl is engaged to replace for free, in the limit of the available stocks, one or more defective pieces.

Attention, the guarantee is not applicable, or is applied partially, to the repair of damages resulting of an external cause (accident, choc, fall,...), or resulting of a mistake of the user not conform to the constructor specifications, of a use detrimental to the good conservation of the object, or a use of commercial nature.

In case the product is not conform to the information given by the presentation of the product or if it presents hidden defects, it will be replaced or refunded depending on the availability of similar products and the will of the customer. The products having a guarantee will only be accepted with their delivery note. If the product can not be replaced, because of the stock, you will receive a gift voucher valuing your purchase price, which can be used on ALTEREGO-DESIGN.

For any problem of guarantee, thank you for sending us an email at info@alterego-design.be with your order number indicated on your invoice or ticket, as well as a detailed description of the problem.