FAQ

GENERAL

Why shopping with EcoNergic.eu?

- A wide range of qualitative brands at competitive prices.

- Safe and reliable shopping experiences.

- Simple and very user friendly ordering system.

- Quick and efficient processing of your order.

- Money back if not satisfied.

- Personal customer service.

 

How can I contact EcoNergic?

You can contact us by e-mail at customerservice@econergic.eu or by phone: +32(0)15 76 87 88 (during office hours from 8.30 pm to 5 am). We remain at your service.

 

Online shopping… how does it work at EcoNergic.eu?

Main Menu: The main menu is divided in clear product categories that help you quickly find all our products.

Product categories: You can find your product within each product category with the simple filter on the right of the page. It gives you an overview of all products that meet your interests or needs, with the best price-quality ratio.

Product: a full description, a list of technical features and one or more clear pictures make sure that you are quickly given a correct image of the product. Compare: The “Compare” function gives an overview of the important differences and similarities between the products you have chosen, allowing you to make your choice even faster.

Easy checkout: confirm the content of your shopping cart and pay in 4 convenient steps. Afterwards, you can make your payment securely at the payment site of our partner Ogone.

After you have finished your shopping you will always receive a confirmation by e-mail that includes all information regarding your order.

 

MY ACCOUNT

How can I log in or create an account?

You can click on My Account in the upper right corner of each page. The following two options are given:

1. You are not registered:

Click on Create an account and fill in your name, first name and e-mail address. Choose a password and confirm it.

2. You are already registered:

Fill in your e-mail address and password.

If you already have an account you can also log in through the link: “Log in”, in the upper right corner of the page. Simply fill in your e-mail address and password here.

 

Why should I create an account or register myself?

As a registered customer you will have access to the following interesting tools:

- Fast checkout when making a purchase;

- View order status;

 - View order history:

- Share wish lists;

- Write and share product reviews;

- Receive e-mail notification when a product of your choice is available again;

- Make changes to your account and address information.

 

Do I have to create an account or register myself?

If you place an order, you are not obliged to register yourself as a customer.

You place your order and simply fill in the correct billing –and delivery address.

Creating an account offers, of course, certain advantages which you can find under “Do I have to create an account or register myself?”

 

How do I change my (personal) data?

Click on My Account or Log in in the upper right corner and complete your data.

You are now on the “Dashboard” of your account where you can change your data.

 

How do I change my password?

Click on My Account or Log in in the upper right corner.

You are now on the “Dashboard” of your account. Click on “Change password”, fill in your current password and choose a new password afterwards.

 

What if I lose my password?

Click on My Account or Log in in the upper right corner. Click on “Forgot your password?” where you can fill in your e-mail address. You will then receive an e-mail with your new password. To change your password follow the instructions under “How do I change my password ?

 

Will my (personal) data be treated confidentially?

Your data will be treated in a strictly confidential manner and will never be handed over to third parties. Your data will only be used to properly complete your order, shipping and delivery and for sending you our newsletter in case you subscribed to it.

The confidentiality of your data is guaranteed online by an SSL (Secure Socket Layer)-certificate. Thanks to the SSL certificate your confidential information will be encrypted so that it is not accessible to others. This makes it impossible for malignants to intercept your bank and address data and abuse it.

 

How do I subscribe to the newsletter?

You can subscribe to our newsletter in two ways:

1) Upon completion of your order, on the Checkout page, you tick the checkbox “Subscribe to our newsletter”. When your order is placed, you will receive an e-mail that confirms your subscription to the newsletter.

2) Through the link Newsletter, at the bottom of each page, and My Account or Log In, at the top of each page: by clicking any of these links you can create or log in to an account. Afterwards you click on Edit next to “Newsletter”” in your account where you tick the checkbox “General Subscription”. You will receive an e-mail that confirms your subscription to the newsletter.

 

How do I unsubscribe to the newsletter?

You can unsubscribe to the newsletter in two ways:

1) Via the confirmation e-mail you received when you registered yourself. Below this e-mail you will find a link: Unsubscribe. Click on this link and fill in your e-mail address and password. You will receive an e-mail confirming you will no longer receive our newsletter.

2) Via the link Newsletter, at the bottom of each page, and Mijn Account or Log In, at the top of each page, you can log in to your account. Go to “Newsletter subscription” and uncheck the “General Subscriptions” checkbox. You will receive an e-mail that confirms you will no longer receive the newsletter.

 

PRICES AND DISCOUNTS

What is included in the listed price for consumers with a delivery address in Belgium?

The price taken up in the range of products or services is given in EUR and includes all the taxes that apply to Belgium with the exception of possible shipping charges. The shipping charges are payable by the consumer and are calculated at the end of the order, in addition to the price of the selected products.

The taxes added to our prices (like recycling taxes (Recupel and Bebat) on products or packagings, and copyrights (Auvibel) on recordeable media like recordeable CD’s and DVD’s) are applicable to consumers living in Belgium.

For more information on taxes see further: “Why do I have to pay taxes like Recupel, Bebat and Auvibel? and “Who has to pay taxes like Recupel, Bebat and Auvibel?”

 

What is included in the price for consumers with a delivery address abroad?

If you enter a foreign delivery address when placing an order 21% VAT is charged. The remaining Belgian taxes (like recycling taxes (Recupel and Bebat) and copyrights (auvibel)), however, will not be charged.

In order to know the correct price, you can do the following:

Add the article of your choice to the shopping cart and go to the “Shopping cart overview”. Under “What are the shipping costs?” you choose the country where your delivery address is lcoated. Click on “Get a quote”; the price of the article that applies to consumers with a foreign delivery address will appear. This is the price inclusive of 21% VAT, but exclusive of Belgian recycling taxes, copyrrights and possible shipping charges.

The possible shipping charges are at the expense of the consumer and are calculated at the end of the order, in addition to the price of the selected products.

 

Can I also pay in another currency?

On EcoNergic.eu you can only order and pay in euro (EUR).f

 

Why do I have to pay taxes like Recupel, Bebat and Auvibel?

Recupel is a Belgian ecotax you have to pay when purchasing electrical or electronic equipment.

The not-for-profit organization Recupel organizes the collection and processing of waste electrical or electronic equipment (WEEE). This is financed by the Recupel tax the consumer pays for when he purchases a new electrical or electronic device.

For more information please visit the Recupel website: www.recupel.be.

Bebat is a tax you pay when purchasing a battery or a device that contains / comes with a battery.

This tax finances the activities of the not-for-profit-organization BEBAT that collects all types of used batteries for recycling since 1996.

For more information please visit the website of Bebat: www.bebat.be.

Auvibel is a taxe you pay when purchasing a memory card, CD, DVD or other possible recordable media for storing musical, literary or other artistic works. It is a compensation you pay for copying literary, musical or other artistic works in the family.

This tax is paid to the sector for creating audio –and audiovisual works. More information can be found on www.auvibel.be.

 

Do I have to pay taxes like Recupel, Bebat and Auvibel?

Recupel, Bebat and Auvibel are taxes that are imposed by the Belgian government on the Belgian population that uses certain products subject to taxes. This means that everyone who fills in a delivery address in Belgium will have to pay for these taxes.

The Recupel, Bebat or Auvibel taxes are not payable for products that are not delivered to an address in Belgium.

 

ORDER AND PAYMENT

What do I have to do if my product is not in stock?

If you want, we can notify you per e-mail when an article is back in stock. Simply click on the name of the article so that you open the product page. Here you can click the message: “E-mail me when this item is available again”. If you are not logged in, you will be prompted to log in or create an account.

Your request is automatically saved so that you will receive an e-mail when your article is back in stock with the message that you can order your article again.

 

How can I change or cancel my order?

If you want to change or cancel your order please contact us as soon as possible via e-mail at customerservice@econergic.eu or by phone at +32(0)15 76 87 88 (during office hours from 8.30 pm to 5 am). We are at your service.

If your order is ready for shipping or has already been sent, it is not possible to change or cancel your order.

You do keep your right to send an article or your order back without giving any reason and without additional costs, on the condition that you notify us within 14 calender days starting from the day that follows the day of delivery of your product. (For further information: see question “I am not satisfied with my purchase and would like to send it back. Is this possible?”)

 

How do I know you received my order correctly?

You always receive a confirmation of your order by e-mail after you have finished your order. If you did not get the confirmation by e-mail it is possible that we did not properly register your order. We advise you to contact us by e-mail at customerservice@econergic.eu or by phone at: +32(0)15 76 87 88 (during office hours from 9 am to 5 pm). We are at your service.

 

What payment methods can I use?

- DEBIT CARD: MAESTRO (by using a card reader for e-banking)

- CREDIT CARDS: VISA or MASTERCARD

- ECOCHEQUES, issued by the registered Belgian organizations Sodexo with EcoPass and Edenred with Ticket EcoCheque. The payment of the possible balance will be made in combination with a BANK TRANSFER. (Minimum purchase amount is 25 eur (all taxes and VAT included.) (more infor below)

- GIFT CERTIFICATES issued by Econergic.eu (see further for more information)

- BANK TRANSFER: only in combination with payment by means of Belgian Ecocheques.

 

I pay with debit –or credit card (safety guaranteed by OGONE).

Ogone allows you to pay with the debit – or credit cards VISA, MASTERCARD or MAESTRO. This system does not accept payments combined with Ecocheques.

I pay with Belgian ECOCHEQUES

Below you will find more information on How and what you can order and pay for with Belgian Ecocheques.

You would like to place an order but you have difficulty doing so?
How to place an order on www.econergic.eu ?
1. Chose your product(s) and click on “Add to Cart”. You will now be automatically redirected to your shopping cart.
2. The shopping cart gives you an overview of the products you have chosen.
Here you can:
- “continue shopping”
-  update your shopping cart (increase/decrease the quantities and/or add/remove
   products);
-  get a quote (shipping costs included);
-  apply a coupon;
-  proceed to checkout.
3. Fill in the required information:
- your name and address;
- your personal data (e-mail, telephone number,…);
- your VAT number (for professional purchases);
- your invoice and billing address.
*If you have already made an account, you can log in immediately. Your data will be filled in automatically. You can change them at any time. If you would like to make an account, please mark “create an account for later use”.
4. Finish your order:
As soon as you have filled in your data, mark “I accept the Terms and Conditions” and click on “Place order now”. You will be redirected through a secured SSL connection to the Ogone payment page where you can complete the payment.
More detailed information can be found here

 

How and what can I order and pay for with Belgian Ecocheques?

Who can I pay with Belgian Ecocheques?

All owners of Belgian Ecocheques can use these cheques to pay for ecological products (see further for the list of products) on the condition that the billing address of the customer is in Belgium. The delivery address can be located in another country.

What is the minimum ordering amount if you pay with Belgian Ecocheques?

Since ‘ecologically responsible’ and “economically aware’ are the key elements in our philosophy and policy, we like to live up tot hem by alllowing our customers to pay with Belgian Ecocheques. However, this results in quite some administrative costs and follow-up. That is why we cannot accept payments with Ecocheques for orders lower than 25 eur (Taxes and VAT included).

How do I order and pay with Belgian Ecocheques?

1.1. I ONLY ORDER ECOLOGICAL ECOCHEQUE PRODUCTS

.When your order of ecological Ecocheque products is ready in your shopping cart, you click the button ‘Proceed to Checkout’ and choose ‘I pay with Belgian Ecocheques’. Carefully fill in all data and finish your order by clicking ‘Place order now’.

. Then you send us your Ecocheques by registered mail (for the correct address, see further). The value of the Ecocheques must not exceed the value of the purchased ecological products and may not be lower than 25 eur (Taxes and VAT included).

. If the total amount of your order is not equal to the value of the Ecocheques, we kindly ask you to pay the difference exclusively by means of a bank transfer, within 14 calendar days, to Impact nv at the following account number: 731-0149269-58 (BE95 7310 1492 6958).

. Ecocheques will only be used to purchase ecological products and will not be used to pay for other products or costs like shipping charge.

1.2. MY ORDER INCLUDES ECOCHEQUE PRODUCTS AND NON-ECOCHEQUE PRODUCTS

1.2.1.POSSIBILITY 1 – I PLACE A SINGLE ORDER .

.When your order for ecological Ecocheque products and non-ecological products is ready in your shopping cart, you click the button 'Proceed to Checkout’ and tick the checkbox ‘I pay with ecological Ecocheques’. Carefully complete all data and finish your order by clicking ‘Place order now’.

. Then you sen dus your Belgian Ecocheques by registered mail (for the correct address, see further). The value of the Ecocheques must not exceed the value of the purchased ecological products and may not be lower than 25 eur (Taxes and VAT included).

. If the total amount of your order is not similar to the value of the Ecocheques, we kindly ask you to pay the difference exclusively by means of a bank transfer, within 14 calendar days, to Impact nv at the following bank account number: 731-0149269-58 (BE95 7310 1492 6958)..

. -Ecocheques will only be used to purchase ecological products and will not be used to pay for other products or costs like shipping charges.

1.2.2. POSSIBILITY 2 – YOU PLACE SEPERATE ORDERS .

If you want you can place a seperate order for the non-Ecocheck products and make the payment with your debit -or credit card. . Please see point 1.2.1 on how to place a single order of non-Ecocheque related products ‘YOU ONLY ORDER ECOLOGICAL ECOCHEQUES PRODUCTS'

IMPORTANT:

by placing seperate (small) orders you risk having to pay for shipping charges for each order. These cannot be paid with Ecocheques.

Where do I have to send the Belgian Ecocheques too BY REGISTERED MAIL?

You have to send your Ecocheques by registered mail to the following address:

Impact nv

Econergic - Ecocheques

Industriepark 18 – Zone B

2220 Heist-op-den-Berg (België)

How do I pay het difference between the value of the Belgian Ecocheques you sent and the higher invoice amount, the shipping charges, …? A real-life example.

As described hereabove this can only be done by means of a bank transfer.

Example of payment with Ecochequs:

You have Ecocheques in vouchers of 10 eur for a total amount of 250 eur. You place an order of ecological articles for a total amount of 66 eur (Taxes and VAT included) + 6 eur shipping charges = 72 eur.

You send us your Ecocheques, within 14 calendar days, for a maximum amount of 60 eur. You pay the remaining amount of 12 eur by bank transfer at the bank account KBC 731-0149269-58 within the same period.

REMARKS :

. Since your purchases of ecological products amount to 66 eur and you only have vouchers of 10 eur, the only possibility is to pay with 60 eur Ecocheques.

. You can save yourself the shipping charges by increasing the purchase amount with simple and/or ecological products.

When will my order be sent if I pay it entirely with Belgian Ecocheques or partially with Ecocheques and by bank transfer?

Your order will be sent as soon as possible after we received both the registered mail with the Ecocheques and the bank transfer.

Which products can I pay for with my Belgian Ecocheques?

Econergic.eu offers a wide range of ecological products that you can purchase with Belgian Ecocheques. You can recognize the ‘green’ products that were taken up in the official list, drawn up by the Belgian government, by the logo EcoFriendly logo

Short overview of the products concerned:

a) all LED lamps, LED strips and LED flood lights

b) all energy saving lamps (except for halogen lamps E-Saver)

c) all rechargeable batteries and Energy Pack PT-2000 d) all battery chargers

d) all solar panels

 

How do I order and pay with gift certificates?

HOW DO I ORDER A GIFT CERTIFICATE?

A Gift Certificate can be purchased on www.econergic.eu through the following link Gift Certificate which can be found at the bottom of each page.

You can choose the value of the Gift Certificate yourself, as long as it stays within the indicated limiting values.

You order a Gift Certificate just like any other product. It is important that you indicate if you want the Gift Certificate to be sent directly to you or to the person whom you want to give the certificate to.

A Gift Certificate is always sent by e-mail. So you do not have to pay for shipping charges.

Upon purchasing a Gift Certificate a confirmation e-mail is always sent to the e-mail address of the receiver, as given upon placing the order or creating the account. This e-mail can therefore be sent to either yourself or the receiver of your Gift Certificate, depending on your preference. Please safely store this e-mail because it contains the code and value of the gift Certificate.

HOW DO I PAY WITH A GIFT CERTIFICATE?

With a gift Cetificate you can easily buy products on www.econergic.eu. Simply go to your shopping cart, typ in the code of your Gift Certificate (that you can find in your e-mail) under ‘Discount codes’ and confirm by clicking ‘Apply coupon’.

The amount of my order is lower than the amount of my Gift Certificate?

 The order amount will automatically be deducted from your Gift Certificate. You can use your Gift Certificate for several orders until the full amount is spent.

The amount of my order is higher that the amount of my Gift Certificate?

The amount of your gift certificate will be automatically deducted from your order amount. You can pay the remaining amount via Ogone with a debit –or credit card or with Belgian Ecocheques.

 

Is the online transaction fully secured?

Your online payments will go entirely through our partner Ogone, the eurpean market leader in secure online payment services. Ogone guarantees secure payments with which your personal data are processed and stored on a platform secured with encryption –and authentication technology. All personal information is encrypted with the newest Secure Socket Layer-software (SSL) for safe transactions. This makes sure that third parties can never look into or copy your data and fraud is excluded.

Moreover, we provide for additional safety measures against fraud and we count on you to follow all rules and procedures regarding fraudulent and authorized use of your debit –or credit card.

 

What do I do if my invoice is not correct?

If you are a Belgian customer the amount of your invoice might be a bit higher than the amount you paid upon finishing the order. There is no need to reimburse this amount. This difference is the result of the rounding down with the calculation of the Belgian taxes like Bebat, Recupel, Auvibel.

Do you have further questions regarding your invoice? Pleazse do not hesitate to contact us via e-mail at customerservice@econergic.eu or by phone at +32(0)15 76 87 88 (during office hours from 8.30 pm to 5 am). We are at your service!

 

SHIPPING AND DELIVERY

Can I have my order delivered to another address?

You decide where you want your order to be shipped to: your home address, your country house, your family or friends, your business address,… Fill in the shipment address of your choice on the shipping information page and we will take care of the proper delivery.

If you register as a customer you can insert several shipment addresses. Per order only one delivery address can be selected.

Orders are not sent to a post office box.

 

Can I pick up my order?

We always try to keep our prices as low as possible. In order to minimize the costs we have no real shop. The orders will always be shipped.

 

How can I track the status of my shipment?

1. Please go to the website www.taxipost.be/track

2. If necessary you can change the language settings at the top left in the menu.

3. Under “Enter customer reference” fill in the reference code which we sent you by e-mail and click “Search”.

    HINT: In order to track several shipments simultaneously, you can insert different reference codes, separated by semicolons.

4. You get an overview of your shipment(s) and the current status. This way you know where your package currently is.

 

What is the shipping charge within Belgium?

Shipping cost for orders lower than €80 (VAT excl.; taxes like Bebat, Recupel, Auvibel incl.) amounts to € 6 in Belgium.

 

What is the shipping charge outside Belgium?

We offer free shipping on orders over €125 (excl. VAT and discount). Your order will be shipped after receipt of payment and if the goods are in stock.

Shipping costs for orders lower than €125 (excl. VAT and discount) depend on the country of destination:

 

€10

Luxembourg; The Netherlands; Germany; France

 

€18 

Great Britain 

 

€20 

Bulgaria; Cyprus; Denmark; Estonia; Finland; Greece; Hungary; Ireland; Italy; Latvia Lithuania; Malta; Austria; Poland; Portugal; Romania; Slovenia; Slovakia; Spain; Czech Republic; Sweden

 

€23

Norway; Switzerland

 

What is the delivery term within Belgium?

It is our goal to deliver your order as quickly as possible.

Your order will be shipped after receipt of payment and if the goods are in stock. Within 2 to 3 working days your order is presented at the delivery address you selected.

Weekends and holidays may delay the delivery term. During the holidays the delivery time may take up to 7 working days.

 

What is the delivery term outside Belgium?

It is our goal to deliver your order as quickly as possible. Your order will be shipped after receipt of payment and if the goods are in stock. The delivery term depends on the country of destination:

 

Within 4 working days

Luxembourg; The Netherlands; Germany; France

 

Within 7 working days 

Great Britain; Bulgaria; Cyprus; Denmark; Estonia; Finland; Greece; Hungary; Ireland; Italy; Latvia Lithuania; Malta; Austria; Poland; Portugal; Romania; Slovenia; Slovakia; Spain; Czech Republic; Sweden

 

Within 10 working days

Norway; Switzerland

 

Weekends, holidays and holiday periods can delay the delivery terms.

 

SEND BACK (RETURN SHIPMENT) AND REIMBURSEMENT

I am not satisfied with my purchase and would like to send it back. Is this possible?

Not satisfied, money back.

With Econergic.eu you can send your product or order back within 14 calendar days starting from the day following the day of delivery of your product, without giving a reason. We will reimburse the purchase amount but ask you to pay for the shipping charge. You do have to send the product back in perfect condition and in the original packaging, unopened, complete, unused and fully intact.

How can I send the product back?

You are not satisfied and wish to send an article back? We kindly ask you to follow the following steps.

1. Inform us within the trial period of 14 calendar days (starting from the day following the day of delivery) via e-mail, a letter or by phone that you wish to send an article back.

2. You will receive instructions and a return form, by e-mail, for sending back the article.

3. Mention the following information on the return form: the details of the article you wish to send back, the date of return shipment, your telephone number and your bank account details for the reimbursement.

4. Put the article in the box in which you received it.

5. Add the order confirmation you received per e-mail as well as the return form to the package so that we know who the package is from.

6. Make sure the package is sufficiently stamped and clearly mention the name and address of the sender on the box. Unstamped or insufficiently stamped packages are refused.

7. Send the article back to the return address as mentioned on the return form.

8. The article has to arrive at our offices within 14 days following the day of delivery of your order. The consumer will have to prove that the delivered goods are sent back in time, for instance by means of a proof of postage. Sending the product back will be entirely at the expense and risk of the consumer.

The shipping charges for sending the article back to our address are, in this case, at your expense.

The following articles cannot be changed or sent back for reasons of hygiene:

. tights, stockings, leggings, socks, foot protectors

. underwear

Return shipments that do not meet the above standards remain the property of the consumer. They will be sent back to the consumer and the costs made will be charged.

 

How and when will the payment be made?

If the above conditions are met, we will reimburse the purchase amount of the article (shipping charge excl.) at the latest within 14 calendar days after receipt of your return shipment. The reimbursement will be done only on the bank account that was used for making the order of the article.

An article was damaged or delivered incomplete or incorrect?

In case of a defect upon delivery such as damage, breakage, incomplete or incorrect delivery, we kindly ask you to notify us within 3 calendar days. The evidence from which the damage or defect should clearly show, will be given by means of one or several digital photo(‘s) of good quality.

In case the evidence clearly and without any doubt shows that there is damage or breakage caused by the transportation of the products between our warehouse and the delivery address, or if the product is incomplete or not correctly delivered, we will replace the products by new ones.

You will give us a reasonable term in which we are able to send you the correct article(s ). The reimbursement of the invoice value will be done as soon as possible and this within 14 calender days after you properly made the complaint known to us and the product cannot be delivered by us again.

You are willing to send us back the product with proven deficiency, at our request and at our expense.

We kindly ask you not to send back anything before you have contacted us and received our agreement.

 

How can I send an article back, free of charge, that is defective but still covered by the guarantee?

You can send the article back free of charge in case it is defective and still covered by the guarantee.

We kindly ask you to contact us so that we can inform you on the steps you should take to return the article to us free of charge.

Please use the original packaging for the return shipment, if available, or a box or packaging that is as small as possible. Also add a copy of your invoice.

We kindly ask you not to send back anything before you contacted us and received our agreement.

 

Do you have a complaint?

You can reach us via e-mail at customerservice@econergic.eu or by phone at +32(0)15 76 87 88 (during office hours from 8.30 pm to 5 am). We are at your service.