Something went wrong with your order? We are sorry – and we want to make it right. Most problems are solved quickly with a simple message.
How to make a complaint
- Contact us by e-mail at info@behobby.com or through the contact page.
- Tell us what happened: your order number, which items are concerned, a short description of the problem and, if possible, photos (of the item and of the packaging).
- We confirm that we received your complaint within 2 working days.
- We propose a solution as soon as possible and in any case within 14 days. If we need more time – for example for a claim with the carrier – we tell you why and how long it will take.
When to contact us
| Problem | Please contact us |
|---|---|
| Parcel damaged or opened on arrival | Within 72 hours of delivery, with photos – so we can file a claim with the carrier |
| Wrong, missing or defective item | As soon as possible, and within 2 months of discovering the problem (legal guarantee: 2 years for new items, 1 year for used items) |
| Parcel not arrived | When the expected delivery time has passed – check the tracking link first |
| You simply changed your mind | That is not a complaint: use your 14-day right of withdrawal |
If an item is not as it should be, we pay the return costs. Depending on the problem we send the missing or correct item, replace it, repair it, or give a price reduction or refund. See Returns & Refunds.
Not solved? Out-of-court help
If we cannot reach a solution together, you can turn – free of charge – to an independent body:
- Consumer Mediation Service (Consumentenombudsdienst / Service de Médiation pour le Consommateur), North Gate II, Koning Albert II-laan 8 box 1, 1000 Brussels – mediationconsommateur.be. It handles your complaint itself or forwards it to the competent mediator.
- Living in another EU country? The European Consumer Centre in your country can help with cross-border disputes – in Belgium: ECC Belgium, www.eccbelgium.be.
- You can also report a problem to the Belgian FPS Economy via ConsumerConnect.
Using these services does not affect your right to go to court.