Contact information

  • Trading name: BEBOLDTOOLS LTD
  • Email: [email protected]
  • Physical address: 128 City Road, London, United Kingdom, EC1V 2NX

Frequently asked questions

The most common questions

Please contact us via live chat and describe your problem.

If you have spotted an error on our site, feel free to e-mail us a screenshot of it at [email protected]. We will check it and, if needed, correct it as quickly as possible.

This legal warranty is so called because it requires the professional seller to sell the consumer goods that conform to the contract, and makes the seller liable if they do not. (French Consumer Code, articles L217-1 to L217-14)

Goods that conform to the contract means:
– the goods must be fit for the use normally expected of them;
– the goods must also match the description given by the seller and have the qualities the seller presented, or that the consumer can legitimately expect, particularly in view of labelling or advertising;
– where there is a specific request (for example made-to-measure goods), they must match what was agreed with the seller.

The defects covered are:
– manufacturing defects, or defects resulting from installation carried out by the seller or under the seller’s responsibility;
– defective assembly instructions;
– defects caused by the packaging;
– features or quality that do not match the way the purchased product was presented (with reference to the order form, a sample, the seller’s or manufacturer’s documentation, advertising, etc.).

Defects that the consumer knew about, or could not have been unaware of, at the time of sale cannot be treated as lack of conformity. Where relevant, it is up to the seller to prove that the defect did not exist when the goods were sold.

For new products bought after 18 March 2016, you can claim under the legal warranty from the seller within 2 years of the sale (6 months for second-hand products) without needing to prove that the defect existed at the time of sale. The lack of conformity is presumed to have existed when the goods were sold.

If the goods do not conform, you are entitled to ask the seller to repair or replace them, without needing to prove that the defect existed at the time of sale.

However, the seller may refuse the remedy chosen by the consumer if its cost is disproportionate compared with the other remedy.

If repair and replacement are both impossible, or cannot be carried out within one month of the claim, you can:
– return the goods and get the price refunded (unless the lack of conformity is minor);
– or keep the goods and get part of the price refunded.

This option can also apply where replacement or repair cannot be carried out without major inconvenience to the consumer, given the nature of the goods and the intended use.
Repairing or replacing faulty products must be done at no cost to the consumer.

You can search for a part by its reference or by the make and model of your machine (see your machine’s rating plate).

Once you have entered the reference, for example » HTRT46″, a page appears with a photo of the machine and the parts linked to it. Add your part(s) to the basket and then confirm it.

Subject to availability, parts are dispatched to you within 48 hours at most.

We can help you search for your part.
To do so, click “Write to us” at the bottom of the page and choose the subject “Part information request”.
Give the reference and make of the machine you need a part for, attaching a photo of its rating plate together with details about the part (dimensions, photos).
When a part is shown as “In stock”, it is available and ready to be dispatched.
When it says “Delivery from …”, the part is on its way to our premises. The date shown is an estimated arrival date.
Your order is accepted and confirmed as soon as you receive an order confirmation e-mail containing an order number beginning with Order no.
You can also find it in your customer account, under “My orders”.
If you pay by cheque or bank transfer, your order is only confirmed once we have received and processed your payment, so it may take longer.
Don’t forget to check your spam folder
You can download your invoice directly from your account.
Delivery times depend on the carriers.
 
  • For delivery to a DHL pick-up point, allow 3 to 7 working days from dispatch of the parcel.
  • For home delivery by DHL – GLS – FEDEX, etc., allow 3 to 7 working days from dispatch of the parcel.

However, delivery times can sometimes be longer for reasons beyond our control.

You can track your order directly using the parcel tracking link e-mailed to you once your order has been dispatched.
Tracking is also available on our website in the “Account” area.
Then simply click the link provided.
If you haven’t received your order, check your parcel tracking first.
If the tracking hasn’t changed, or your parcel shows as delivered but you don’t have it, contact us directly.

If you are a private customer:

In accordance with the Consumer Code, you have 14 days from the date your order is delivered to return any item that doesn’t suit you and ask for an exchange or refund without penalty, except for the return shipping costs, which you pay.

Items must be returned complete and in their original condition (packaging, accessories, instructions, etc.) so that they can be resold as new, together with the purchase invoice.

If an item comes back incomplete or damaged, we may refuse the refund or apply a deduction, depending on the assessment made by our after-sales department; this will be justified by sending you a document setting out that assessment.

The right of withdrawal can be exercised online. In that case, an acknowledgement of receipt on a durable medium will be sent to you immediately.
Any other way of declaring withdrawal is accepted, provided it is unambiguous and clearly states the wish to withdraw.

If you exercise the right of withdrawal within the period stated above, the price of the product(s) purchased and the delivery charges are refunded. Return shipping costs are your responsibility.

The refund will be made within one month on average, depending on the payment method used, once we have received the products.

Return address:
Please contact our team to obtain the address at [email protected]

Under article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for contracts:
-For the sale of clearance (destocked) products
-For the supply of products made to the buyer’s specifications
-For the supply of works, maintenance or repairs, or installation services, once that work has been carried out.

If you are a business customer:
As a professional buying in the course of and for the needs of your business, the right of withdrawal provided for by the Consumer Code does not apply.

Contact us with any question or request

Our customer service team is available Monday to Friday from 9:00 am to 6:00 pm.

We will reply within 24/48 hours of receiving your contact request.