Guarantees and After Sales Service

For everyone of its sales, ALTEREGO sprl complies with:

• The Consumer Protection (Distance Selling) Regulations 2000
• The Electronic Commerce Regulations 2002
• The Consumer Protection from Unfair Trading Regulations 2008

Reception of your parcel

When you receive your parcel, please check the packaging carefully in order to detect possible damages.

If the packaging has been badly treated or is torn, please indicate it on the transport note. You must mention: “content under restriction of control”.

!! IMPORTANT: In order to replace damaged pieces or to resell it, please do not assemble your item before checking it. !!

In case the product is damaged on arrival

Right after the delivery, in case your product is damaged or flawed, could you please report it to us as soon as possible by email at info@alterego-design.co.uk or by writing to “ALTEREGO sprl, Avenue du Progrès 21, 4432 Alleur, Belgium” within 48 hours (working day) after reception of the product.

Could you please attached to the email or letter; your order number, 3 pictures of the damaged product and a short description of the damages. These information will help to speed up the replacement process. We will then give you the procedure to follow.

If, within 48 hours after the delivery, you have not briefed us about the defects of your item, we will therefore estimate that you have accepted your parcel in its state and any right of complaint will expire after this delay.

If your claim is well-justified, we will then either pay a compensation with a total corresponding to the invoice amount of the delivered parcel or replace for free the delivered items. ALTEREGO does not have to pay other awarded damages or compensations under any denomination.

Your revocation rights, satisfied or refunded

In case you change your mind after ordering an item, ALTEREGO Team gives you the right to cancel your order within 15 days and receive a full refund for the product. This 15 day period will begin on the day you receive the item. The return of the parcel is at the cost of the user.

In order to resell the item, we will accept to refund only complete products (accessories, notices...) in their original state and returned in their original packaging. In case the item is returned damaged, unfortunately we will then not be able to offer you a refund.

After reception of the parcel, we will then proceed with the refund of your parcel.

Before any return, could you please send us an email at info@alterego-design.co.uk with your order number and your intention to return the object.

Your garantees

All our products carry a 2 year guarantee against manufacturing defects.

All our products also benefit of:

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

In case the product presents defects, ALTEREGO Team is engaged to replace defective pieces for free.

In case the item is out of stock, you will have choice between choosing another model, receive a total refund or waiting for the item back in stock.

Beware that the guarantee is not applicable, or is applied partially, to the repair of damages resulting of:

• an external cause (accident, choc, fall...),
• a mistake of the user not conform to the constructor specifications,
• a detrimental use to the good conservation of the object,
• a use of commercial nature.

For any problem of guarantee, thank you for sending us an email at info@alterego-design.co.uk with your order number, as well as a detailed description of the problem. We will then send you the procedure to follow.