Customer service
Shipping
Most products in our webshop are delivered free of charge to your home or office for an order value of € 50.00 or more. Below that, the shipping cost is € 5.95. For certain items such as (but not limited to) spa covers and spa or sauna models, a specific shipping or delivery cost applies. This will be displayed at checkout. We only deliver in Belgium and the Netherlands.
Products ordered via our webshop on a working day before 4 PM, and in stock, will be processed the same day. Delivery usually occurs 1 to 2 working days later. Although we do our best to process everything as soon as possible, delivery may take longer due to varying delivery times from the courier service.
The delivery time for, among other things, spa covers depends on when the courier service comes to pick it up from our warehouse. The delivery date will be communicated after the order.
We ship our "smaller" products via Bpost and/or PostNL. Large products such as spa covers are delivered by courier via groupage.
You can pick up your order in Oud-Turnhout if you choose this option at checkout. You will receive a message when your order is ready. Pickup is available from Monday to Friday from 8 AM to 5 PM continuously.
Returns
You can return your item within 30 days of receipt without giving a reason. The item must always be returned to us undamaged (no scratches, dirt, or other signs of use). If this is not the case, we have the right to refuse the return shipment or to charge a depreciation fee. You have the option to either exchange the item for another product of equal value, receive a voucher worth the purchase price of the relevant product, or request a refund. To exercise the right of withdrawal, you must inform us (Nelio – Beyntellus 20 – 2360 Oud-Turnhout-Belgium) within 30 days via an unambiguous statement (e.g., in writing by post or email) of your decision to withdraw from the agreement. The items must be returned to us within 14 days after notifying us of the withdrawal.
You can return your order free of charge in Oud-Turnhout. Return shipping costs for parcel services are at your own expense unless otherwise agreed. In the case of an incorrect delivery where you received, for example, a wrong or different item than you ordered, we will cover the return costs.
We reserve the right to process the refund only after receipt and inspection of the returned items. You will receive a confirmation when the refund is processed. Typically, this will be refunded to your account within 5 working days after the confirmation.