Service and warranty

Who pays the shipping fees for returns?
iBOOD will cover the return fees under the following circumstances:

In case the product is immediately defective upon delivery (DOA)
In case the product becomes defective within 6 months of delivery
In case of incorrect or incomplete delivery
iBOOD will NOT cover any return fees if:

You are returning a product that was shipped prior to order cancellation
In case a product becomes defective after 6 months from receiving it
How can I cancel an order before I have received it?
Request cancellation through the My iBOOD section of the website. Depending on the time of cancellation there are two possibilities:

Cancellation before shipment takes place
In case the order has not yet reached the sorting or shipping department it will be cancelled immediately and without charge. Assuming the provided bank account details are correct, payment will be refunded in full and within 5-10 working days. Return payments can only be made by direct bank transfer, not by Credit Card, Paypal or any other means.

Cancellation after shipment has taken place
Should your order have made it to the sorting or shipping department it will be delivered to you regardless. If this is the case follow the instructions listed under "How can I cancel an order after I have received it?".

How can I cancel an order after I have received it?
After you have received your order you are entitled to a 14 day return period. Within this period of time you can still change your mind and return the order. Follow the steps below and report the cancellation in the My iBOOD section of the website. After logging in choose "returns and warranty"+ "cancellation" and follow the on-screen instructions.

Step 1

Check if your cancellation meets the following criteria:

Cancellation has to be reported within 14 days of delivery date
The product is unused and returned in original packaging.
Product is returned complete, including all parts, accessories, documentation etc.
The product is not a disposable item such as batteries, lamps, perfume etc. Disposable goods cannot be returned.
The product is not any type of personal hygiene items such as toothbrushes, razors, thermometers etc. Personal hygiene products cannot be returned.

Step 2

If you meet the return criteria you may report the return through the My iBOOD section of the website. After you have filed the report you will receive an E-mail containing the following:

Return number
Return label
Copy invoice
Return instructions
Follow the return instructions carefully or we may not be able to process your return accurately and on time. This also ensures we will be able to timely and correctly refund you.

After receipt of the returned item we will inspect it according to the requirements listed in step 1.

Accepted returns will be refunded by direct bank transfer in accordance with the bank details you have provided upon cancellation. The refund will be processed within 5 to 10 working days. Refunds cannot be paid out by Credit Card, Paypal or any other means aside from direct bank transfer. In case the returned product does not meet the criteria listed in step 1 we cannot process the return.

What should I do if I received the wrong delivery?
The following cases qualify as a wrong delivery:

You have received a product different from the one you ordered
A part or parts of the product are missing, a remote or cable for example
The product does not meet the specifications listed by iBOOD
You can report an incorrect delivery within 7 days through My iBOOD. After logging in choose "returns and warranty"+ "wrong delivery" and follow the on-screen instructions.

After Customer Service has received your report they will attempt to resolve the problem as soon as possible. If the report is made after 7 days this process becomes very difficult, so it is imperative the report is made immediately upon detection of a problem.

What should I do if my package has become damaged during transport?
It could happen that, in spite of best efforts, your package may be damaged during transport. This applies only to damage visible on the packaging of the product. At the time of delivery when you notice damage on the packaging immediately report this to the courier, he will make a note of the incident for us to follow up on. Afterwards always report the damage through My iBOOD. After logging in navigate to "returns and warranty" + "transport damage" and follow the on-screen instructions. This needs to be done within 7 working days.

Customer service will handle your report and begin an investigation with the courier. The outcome of said investigation will determine how the incident is handled. The courier has 4 to 6 weeks to complete their own investigation. Unfortunately this is out of our hands and we appreciate your patience and understanding in this matter.

Please note: If the packaging is not damaged but the product itself is you must report a Dead On Arrival (DOA) and NOT transport damage.

What should I do if my product is defective, damaged or incomplete upon arrival (DOA)?
It is important to inspect your order for damages or any missing components within 7 days of delivery. If any abnormalities, defects or damage are found report this within 7 days of delivery through My iBOOD. After logging in navigate to "returns and warranty" + "dead on arrival" and follow the on-screen instructions. After 7 working days we can no longer process any dead on arrival reports. The report is then filed under defective goods. This means different terms apply to your claim and therefore a late report may be rejected.

Please note: If a complaint is noted upon delivery and the packaging is visibly damaged when handed to you please refer to "transport damage" instead of "dead on arrival".

After the dead on arrival (DOA) report you will receive an E-mail containing instructions for returning the product. This means you may have to directly contact the manufacturer and/or send the product in for repairs by our repair center.

It is very important you send your report in on time and follow the given instructions exactly for us to process your complaint correctly. The status of your report can be followed in the My iBOOD section of the website. Select "my orders" and "warranty" to check on the status of your claim.

What should I do if my product becomes defective within the warranty period?
All products sold by iBOOD are top name brands and come with a warranty. If the product becomes defective within the indicated warranty period you can file a report through the My iBOOD section of the website. After logging in navigate to "returns and warranty" + "defective" and follow the on-screen instructions. After your report is filed you will receive an E-mail containing further instructions on returning your product. This means you may have to contact the manufacturer directly or send your product in for repairs.

It is imperative you follow the reporting and return instructions carefully to avoid any delays and potential complications. The status of your claim can be followed through My iBOOD. After logging in navigate to "My orders" and to "Warranty" to review the status of your report.

What do the repair statuses under "My iBOOD" and "My orders" mean?
The following statuses only apply if the product has been sent in for repair by us, not to the manufacturer directly. If your case is being handled by the manufacturer they will provide updates to you.

Received: Your product has been received by the repairs department and will be processed as soon as possible.
In process: Your product is being examined based on the formulated complaint. The result of this examination will determine the action(s) taken.
To importer: In case the repairs department cannot repair or resolve the complaint they will forward it to a third party better suited to complete the repairs.
Waiting for: The repair department is repairing your product. They are waiting for the necessary parts/components to arrive from the manufacturer to complete repairs.
Replacement: If your product cannot be repaired it will be determined whether replacement is a viable option. If replacement is not possible you will be credit for (part of) the purchase price.
Repairs: Your product is undergoing repairs. In case repairs are not sufficient to resolve the complaint we will instead credit you for (part of) the purchase price of the product.
Crediting: In case repair or replacement is not a viable option you will be refunded (part of) the purchase price.
Shipped: The repaired or replacement product has been shipped to you.


Why are there different procedures for reporting a "dead on arrival" or "defective product"?
In case of a "dead on arrival" or "defective" we may put you in direct contact with the manufacturer of the product to resolve the complaint. This depends entirely on the instructions we have received from the manufacturer regarding the individual product. This way the complaint can be resolved as quickly and efficiently as possible, eliminating potentially unnecessary middlemen in the process.

In case direct handling by the manufacturer or importer is not an option the repairs department will handle the complaint. The repairs department is accredited and certified to diagnose and handle any necessary repairs. If necessary the repairs department may forward your product for further repairs or completion of repairs by a third party. Any inquiries regarding repairs are handled by Customer Service. Using the contact form on our website you can reach Customer Service. They will further help you resolve your complaint/report.

Should you not be able to resolve something directly with the importer/manufacturer you may contact Customer Service using the contact form on the website. They will then further assist you in resolving your complaint.

How should I return large devices?
Contact Customer Service using the contact form on our website in case you wish to return a large product or device such as a television, home cinema set or other heavy item. They will then further assist you in returning your product.

What could happen after a report is filed in "My iBOOD"?
The moment we receive a report about a defective product, wrong delivery, dead on arrival (DOA) or transport damage we will do our best to resolve your complaint as soon as possible. The end result may be that you:

  1. Are credited for (part of) the purchase price
  2. Will receive a replacement for your product
  3. Will receive a repaired product (only in case of a defective product report)
  4. Out of warranty and examination costs

Certain claims fall out of warranty, such as:

  1. Water damage
  2. Fall and impact damage
  3. Damage caused by incorrect or irresponsible use
  4. Warranty void or expired Missing parts, warranty card (only if provided by manufacturer originally) or receipt
  5. Disposable goods such as batteries, lamps or liquids
  6. Products that cannot be returned for health and safety reasons, such as headsets, earphones, hygiene products etc.
  7. Products with broken warranty seals

In case your claim falls out of warranty or does not meet the requirements listed in the appropriate sections above we may charge administrative/investigation fees. These costs will be billed to you directly, so take great care in filing your claim correctly and timely to avoid this.

Below you will find all information relating to the reporting of defects, transport damage and order cancellation.

iBOOD.com return policy
There is a variety of reasons as to why you may choose to (partially) return your order. However please note that for every reason there is a different procedure to follow. Because of this please read the following page carefully to avoid any delays or misunderstandings. For every procedure it is important to return the product (including receipt) in its undamaged and original packaging with sufficient postage. Because our warehouse does not have a returns department it is therefore impossible for you to return any items in person.

How can I report a return?
All reports are made in the My iBOOD section of the website. After logging in choose "returns and warranty" and follow the on-screen instructions.