Return, Refund & Replacement Policy

Thank you for shopping with Belaco. We aimed to offer high-quality products and excellent customer service. This policy outlines your rights and the procedures for returns, refunds, and replacements. These procedures comply with UK Consumer Law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

  1. Your Legal Rights Under UK Law

Under UK Consumer Law, you have the following rights:

  • Right to Cancel: You can cancel your order within 14 days of receiving your goods for any reason. You do not need to provide a justification. This is your right to change your mind.
  • Right to a Refund, Repair, or Replacement: If the goods are faulty, damaged, or not as described, you are entitled to a refund. You may also request a repair or replacement.
  • Returns & Cancellation Procedure
  • If you receive goods that are damaged or defective, please contact us within 14 days of the dispatch date. You can do this by emailing info@belaco.co.uk. Alternatively, use our online returns request form or call us at 01302 278403.
    You must include proof (such as photographs or a video of the Box and Item) within this 14-day period. This will initiate your return or refund request.
  • In accordance with your consumer rights, we may offer a repair, replacement, or refund as appropriate. However, we are unable to refund goods that have been misused or wrongly installed.
    ⚠️ Important Note: We advise you to use qualified electricians to install our electrical products as per the manual provided. We are not liable for damage or faults caused by improper installation⚠️
  • As part of our quality assurance checks, we may ask you few questions. Once the item is inspected at our warehouse, we will notify you of the eligibility for a refund or replacement. If eligible, we will cover the cost of the replacement.
  • Please note that we are not responsible for any damage, faults, or returns related to products purchased from resellers or unauthorized sellers. Only products purchased directly from our official website or verified partners are eligible for support under our return and warranty policies.
  • Resellers and unauthorized sellers are fully responsible for handling damages, faults, and return claims from their customers.

·

  • Return or Exchange Policy
  • You have 14 days from the date of dispatch to cancel your order, request a return, or request an exchange. Once the goods are received back at our warehouse and inspected, we will process your refund or exchange accordingly.

Conditions for Return:

We accept returns for unwanted products only if the following conditions are met:

  • The item is in original condition – unused, unmarked, and returned in its original packaging.
  • All accessories, manuals, and included components must be returned.
  • If the item was delivered unassembled, it must be returned dismantled.
  • Items must be repackaged carefully in the original or equivalent protective packaging used during delivery.

Important Notes:

  • The cost of returning the product will be borne by the customer, unless the item is faulty or damaged.
  • We cannot accept returns for any items that are specially manufactured or custom ordered for you.
  • We are not responsible for products purchased from unverified or unauthorized sellers. Returns, refunds, or exchanges are only applicable to purchases made directly through our official website or authorized seller.
  • Please ensure that all returned products are complete. Incomplete returns will be deemed unauthorized and not eligible for a refund or exchange.
  • Refund Process
  • Refunds will be issued to your original payment method within 5–7 working days from the date the returned goods are received at our warehouse.
  • Delivery charges for returns are at your expense. This will be deducted from your refund unless the item is damaged or defective.
  • Replacement Process
  • If your item is damaged or defective, we will offer a replacement if available.
  • If a replacement is not possible, we will provide a full refund to the original payment method.
  • Return or Refund Rejection

We reserve the right to reject returns in the following circumstances:

  • The item is not returned within the statutory or stated return period (14 days).
  • The item has been used, damaged, or altered.
  • Proof of purchase is not provided.
  • The fault is due to misuse, installation errors, or normal wear and tear.
  • The item has been resold and is not being returned by the original purchaser.
  • Warranty Claim Rejection

All Belaco products come with a 1-year warranty from the date of purchase. This covers manufacturing defects and faults not caused by misuse, improper installation, or external factors.

We may reject a replacement or claim request under the following conditions:

  • No Proof of Purchase: If no invoice or proof of purchase is provided, we cannot process your replacement request.
  • Improper Use: If the appliance has been used for purposes other than those intended, as specified in the product’s user manual, the replacement request may be rejected.
  • Fault Due to External Factors: If the damage or fault is caused by power surges, incorrect voltage, or an inadequate power supply not meeting the appliance’s specifications, the claim for replacement will be denied.
  • Improper Installation: If the appliance has been improperly installed (e.g., incorrect wiring or installation by an unqualified person) or was not installed in compliance with the user manual, the replacement request may be rejected.
  • Failure to Follow Maintenance Guidelines: If the appliance has not been maintained according to the user manual (e.g., failing to clean filters, neglecting regular maintenance), the replacement may be rejected.
  • Product Modifications: Any modifications or alterations made to the appliance that were not authorized by the manufacturer will void the warranty. This will result in a rejection of the replacement.
  • Normal Wear and Tear: Wear and tear or minor cosmetic damage (e.g., scratches, dents) that do not affect the appliance’s functionality will not qualify for a replacement.
  • Failure to Follow Safety Guidelines: If the installation and safety guidelines provided in the user manual are ignored, and the product is damaged as a result, the replacement will be rejected.
  • Proof of Qualified Installation: For appliances that require professional installation (e.g., electrical or gas appliances), failure to provide proof of qualified installation may result in the rejection of the replacement.
  • Contact Us

If you have any questions or need to initiate a return or refund, please contact us at:

Belaco reserves the right to reject any warranty claim, return, exchange, refund, or replacement request if it does not meet the conditions outlined in this policy or under UK Consumer Law. This includes, but is not limited to, situations where the product has been misused, improperly installed, damaged, modified, or when proof of purchase is not provided. All claims are subject to our inspection and approval based on the circumstances outlined in our terms and the legal framework of the Consumer Rights