Terms and Conditions
Order Questions
If you have questions or if you are inquiring about an order, please use the Contact Form and quote your order number along with other pertinent information. A representative will contact you shortly. You can also contact us directly at +44 (0) 1702 469 088.
Price Validity
All product prices are valid to the date stated on the order / purchasing form.
Taxes - VAT, Import and Duty
BEP is VAT registered and prices displayed include VAT at prevailing rate (20% at 2016).
VAT is chargeable on all sales to UK and Europe individuals and to UK companies; import duties are already paid as relevant by BEP.
The reverse charge system is used for Europe VAT registered companies and this needs a VAT number. There are no import taxes or duties.
VAT is not charged outside Europe. However import duty may be charged and this is the responsibility of the buyer.
Cancelling Your Order - Acceptance Criteria
If you have accidentally ordered a wrong product or wish to cancel your order, please email us on orders@bioenergyproducts.co.uk or call +44 (0) 1702 469 088 within 1 hour of ordering. The order is accepted once payment has been made. In general, assuming correct website functioning, you will receive a confirmation email. For orders placed over the phone the same time of payment criteria applies. If we have not packed/dispatched the goods we are sympathetic to a full refund.
Dispatch Times
We aim to process all orders within 48 working hours of receipt. Generally if orders under 2 KG are received before 1pm on a working day they are dispatched the same day. Orders over 2 KG, generally sent by courier, are dispatched same day when received before 11 am and if after 11 am next day.
Please make sure that you provide us with a correct email and shipping address. Post office boxes are not acceptable. BEP Technology Ltd is not responsible for lost or misdirected orders due to incorrect addresses provided at the time of purchase. If your email address is not correct you will not receive confirmation emails from us.
Shipping Information
BEP Technology Ltd generally ships by post office services for weights under 2 KG. Second class signed for is the default at 2-3 days normal delivery. First class can be selected at checkout (nominally 1-2 days). Order in UK over 2 KG are normally sent courier (UK Mail or similar) which is next working day . For Europe and International orders under 2 KG shipping is post office, usually tracked or signed for (except small low value items). We reserve the right to contact you if we feel that a more secure shipping method is required e.g. Dubai or for weights over 2 KG.
Damaged Parcels
BEP Technology Ltd makes every effort to ensure that your order will arrive in good condition. If your order arrives damaged, please save the box/packaging and contact us immediately. All return/damage inquiries must be made (via email or phone) within 2 business days of receiving your order.
Product Defect Warranty
BEP Technology Ltd products are fully warranted against defects in product or workmanship and will be repaired or replaced within the first year after purchase. This does not include not achieving that that do not meet your expectations. In this case please call us as often there are positive aspects that you may have ignored, sometimes things take a bit longer, sometimes there is a casual issue that Grounding may act against but not solve issues. Please call or email advising order number (if possible); otherwise approx. date of purchase, name, phone number and the problem.
Return/Refund Policy
There are occasions when products are incorrectly or inappropriately ordered. Products when opened and removed from packaging lose their sale value. Preparation for sales and restocking is an expense and postage cost is not recoverable. All offers below are subject to revision if the goods are damaged and not sell-able as new. BEP Technology Ltd will receive goods returns on the following basis.
Incorrectly supplied products
We do our best but sometimes mistakes happen. If we supply item(s) that are not as listed call us. We can generally sort easily.
Product Defect Warranty - Faulty Goods
BEP Technology Ltd products are fully warranted against defects in product or workmanship and will be repaired or replaced within the first year after purchase. This warranty excludes not meeting your expectations. In this case please call us as often there are positive aspects that you may have ignored, sometimes times things take a bit longer, sometimes there is a casual issue that Grounding may act against but not solve core issues. Please call or email advising us of your order number (if possible); otherwise approx. date of purchase, name, phone number and the problem.
Faulty Goods
If the goods are faulty when received or within the warranty period above, then you have the legal right to one of the following 'remedies':
- Replacement / repair – this is our preferred option as we want products to be successfully used.
- Reduction in the purchase price - we do quality check products: mats for appearance, sheets for conductivity, cables for correct resistor present. We can sometimes miss a small discontinuity in the sheet silver (which won’t affect its action) or a mark in mats. Mats are mass produced and there can be manufacturing marks which don’t affect conductivity. If we find a significant issue we bin it. If there is a small hole or a score mark we class it as 'Appearance is imperfect' at a reduced price. If there is a fault where you seek a price reduction we do need a picture to corroborate.
- Refund - we will inspect to corroborate on return (by 2nd class signed for) and if faulty will refund item cost and all postage. Return must be within 14 days of cancellation notice.
The remedy we offer depends on the circumstances of each sale - for example, how long the consumer has owned the goods and any wear and tear.
Incorrectly ordered products
Errors happen at your end too! Examples are ordering a mat cover rather than a mat, a Europe system in place of a UK system, flip flops or shoes of the wrong size (we do provide and recommend a sizing chart) then we will:
- replace (if available). You will need to pay the return cost (UK mails 2nd class signed for) and we will also charge for postage for replacements.
- if not available we will refund the item but not return postage or our postage.
Goods unused and in original packaging - you must notify us latest within 14 days of receipt after shipping to a UK address by email or phone. We may provide an RMA (Return Materials Advice) which need not accompany the return but must be received by email or post within 10 days of return notification. You are responsible for the return postage which must be tracked, signed for and cover the purchase cost of the unit (2nd class signed for is generally suitable). Return must be within 14 days of cancellation notice.
We will refund the costs of goods, our shipping charge to you within and your return shipping charge within 14 days of receipt of the goods, provided the goods are in unused condition after inspection. The return postage method must be tracked/signed for. In general UK 2nd Class signed for is acceptable and economic. We require that you advise us of the date of shipping, method and tracking number.
Goods unused but removed from packaging – Conditions as Category 1.
Used and unpackaged products, product returns for other reasons
Used goods
We know that you need to use the goods for a period to know if they help. It is fair that part payment is made by the user for trying the product. Used goods are often not resalable. Mats will require cleaning and can be disinfected for reuse. The resale of sheets is complicated by hygiene issues. Cables may discolour with UV exposure. Please contact us to discuss possibilities. We can examine returned goods with a view to use as clinical loan tools or for resale in certain circumstances as used items. You do have the option of selling as a used item on eBay.
When you lose the legal right to a remedy
Consumers do not have the legal right to any remedy if they:
- damaged or misused the goods, accidentally or otherwise
- tried to repair the goods themselves
- knew the goods were faulty before they bought them
