Policy Center
FAQ for BenQ Shop

 

1. Account information
2. Placing an Order
3. Payment
4. Shipping & Delivery
5. Cancellation & Returns
6. Return & Refund

 

 

 

1.Account information

-Creating a BenQ Account

-My personal information

-Delete My Account

-Forgot My Password

-Change My Personal details

 

How can I create a BenQ Account?

 

There are two ways to create a BenQ account.

 

  1. Please find the account icon in the header of the BenQ shop. There you will be re-directed to the login page where you will find the “create a new account” link at the bottom of the login field


 

  1. While placing an order in the BenQ shop you will be required to create an account.

 

 

How safe is my personal information?

 

We respect your privacy. For more information, please check our "Privacy Policy at www.benq.eu/en-eu/policy/privacy-policy.html

 

You also have the option to manage how BenQ uses your information. To manage this, please go to your BenQ shop account.

All personal information, including your credit card number, are encrypted using the latest Secure Socket Layer software (SSL) for secured online transactions.

 

 How to delete my account?

 

Of course we hate to see you go, but if want to delete your BenQ Account you no longer want to receive information from BenQ, you can easily unsubscribe by sending please send an email to BenQ www.benq.eu/en-uk/support/contact-us.html with your request and we will assist you further.

 

What do I do if I forgot my password?


For security reasons we cannot provide you with your password, but we can certainly help you acquire a new one by sending a personalised link to your e-mail address. This way, you can securely change your password to whatever you want.

To request a password reset:

  1. Go to Forget Your Password ADD
  2. Follow the on-screen instructions. You may be asked to copy the text from a picture in a text entry box (commonly known as a "CAPTCHA"). Make sure to enter the letters in all-caps. If you have a problem reading the "CAPTCHA," we'll give you a chance to try again with a different one. If you continue having an issue with the validation screen, please contact the BenQ Customer Care Team www.benq.eu/en-eu/support/contact-us/
  3. You will receive an e-mail with further instructions.

 

Can I change my username, e-mail and/ or password?

 

Please log in to “My BenQ Account” to update your contact details. 

 

How to delete my account?

Of course we hate to see you go, but if want to delete your BenQ Account please send an email to BenQ www.benq.eu/en-eu/support/contact-us/ with your request and we will assist you further.

 

2. Placing an Order

-Product availability

-Pricing

-Discount Code

 

 How can I see the Product is in stock?

 

While we strive to have all our products in stock at all times, increased demand may deplete our inventory temporarily. As you shop on our website, you will see one of the following options next to each product:

  1. In Stock - The product is available and may be purchased immediately;
  2. Out of Stock - The Product has been sold out and is temporarily unavailable for purchase.

Please bear in mind that during checkout a product that you have in your basket may go out of stock. If quantities are low and you have saved a product in your basket, another consumer may purchase that product. Placing an item in your basket does not guarantee that it will be in stock. To make sure you eventually get the product, you must complete the checkout process.

 

Pricing

 

All prices are listed in LOCAL Value and are inclusive VAT. We also show the tax on the checkout and in your order details. For company, you will have the opportunity to enter your VAT number during check-out only.

Note: after placing the order it is not possible to add your VAT number.

 

How can I use the Discount code?

 

If you have received a discount code, please enter it in the field provided during the online checkout process.

The discount code is case-sensitive, so type it exactly as it appears in your offer. Discount codes may only be used during the time period specified. Your discount or special offer will be applied when your order is submitted. For more information please contact the BenQ Customer Care Team www.benq.eu/en-eu/support/contact-us/ and we will be happy to assist you further.

 

 

3. Payment

 

-Payment Method

-Credit card issue

-When & How Credit Card will be charged

-Prevent credit card misuse

-Download the invoice

 



What payment methods does BenQ accept?

 

BenQ offers standard payment methods and local payment methods:

Standard: VISA / Mastercard / PayPal / American Express
Austria: EPS
Belgium: Bancontact
Germany: Giropay, Sofortüberweisung
Netherlands: iDEAL
France: Carte-Blue
Ireland, Portugal, Spain, United Kingdom, Luxemburg: SEPA direct debit


For payment you will be redirected to our secure third party payment partner Adyen: https://www.adyen.com/

 

 Why is my credit card not accepted?

 

There are many reasons for a failed credit card transaction:

-Your card may have expired

-Your limit has been reached, insufficient funds

-Invalid card transaction not authenticated by card issuing bank

-A credit card computer, either at our end or your bank's end, may have encountered a machine error/ network issues/ net banking downtime

-Wrong credentials entered

-User interrupts the transaction by clicking back button during transaction


Please contact first your bank to see if there are any issues with your Creditcard. Once it has been confirmed by your bank that there is no issue, please contact the BenQ Customer Care Team www.benq.eu/en-eu/support/contact-us/. Kindly provide them with any error code you may have received, as well as the order number from the shopping basket in order to assist you quickly.

 

 

When will my credit card be charged and how will the charges show up on my credit card?

When ordering your credit card will be directly charged.

 

 Prevent credit card misuse

 

We take sensible security measures to protect BenQ and all our consumers and we may make random security checks on orders. If we need to contact you to verify information, we will hold your order until we can reach you.

To help us, please provide a telephone number and an e-mail address where we can contact you during standard office hours. Please make sure you check the e-mail you used to place the order. In some circumstances we may ask you to provide an alternative method of payment. To contact us directly please check contact details of the BenQ Customer Care Team at www.benq.eu/en-eu/support/contact-us/.

 

How can I get a copy of my invoice?

You can download the invoice via your BenQ Account after your order has been shipped out.

 

To download and print your invoice, you need to login to BenQ Account; follow below steps:

Click “My Account” to login.

In "My account" page, click on "My order history”

Locate your order in the list and download the invoice.

 

Note: Your invoice will be only available after your order has been shipped out.

For security reasons we cannot send you a copy of your invoice via email.

 

4. Shipping & Delivery

 

 

-International Shipping

-Order status

-Tracking Number

-Changing Shipping address

-Delivery Method

 

Do you ship internationally?

You are ordering from the EU English shop, here you can choose to send to Netherlands, Belgium, Luxemburg, Germany, France, Spain, Portugal, Austria, Italy & Ireland.

 

We cannot deliver to:

Azores, Madeira, Canary Islands, Shetland Islands, Guernsey, Jersey & Overseas Territories of France, Cities of Ceuta & Melilla belonging to Spain .

 

Excluded European Shipping countries

BenQ Online Shop does not ship to Norway, Sweden, Denmark, Finland, Switzerland, Iceland, Poland, Czech Republic, Slovakia, Russia, Belarus, Hungary, Romania, Bulgaria, Slovenia, Croatia, Serbia, Macedonia, Montenegro Greece, Lithuania, Latvia and Estonia.

 

NOTE: We cannot deliver to a PO Box, BFPO address or military bases due to shipping restrictions. If you do have questions, you can contact the BenQ customer Care Team by phone.

Has my order been shipped?

 

You will receive a shipping confirmation email once your order is processed for shipping. There will be a tracking number in the email which you can use to track the status of your order at the UPS site. If the link does not open, please try copy and paste it into the address bar of your web browser.

 

You can also find the tracking number in "Order History" section of My Account page after logging in. If you have a problem tracking your order, please contact the BenQ Customer Care Team www.benq.eu/en-eu/support/contact-us/

 

NOTE: Orders placed on Friday will be shipped on Monday (with the exception of Public Holidays; e.g.: Christmas, Easter, Whit-Monday, etc…)

 

 

 Can I change my shipping address after submitting the order?

 

Unfortunately, you cannot change your shipping address or shipment method after your order has been submitted. The order is immediately sent to the fulfilment agency and can no longer be changed in our system.

 

 

 What are the delivery methods, cost and estimated time?

 

BenQ Online Shop only uses UPS as transportation partner. Please see the delivery table for the shipping cost rates information’s:

 

Location

Box Weight: 0-4 Kilo*

Box Weight:  4.1-7.5 Kilo*

Box Weight: 7.5 Kilo and higher*

Netherlands

€ 3.95

€ 4,95

€ 6,95

Belgium

€ 4,95

€ 5,95

€ 7,95

Germany

€ 4,95

€ 5,95

€ 7,95

Luxemburg

€ 5,95

€ 6,95

€ 8,95

France

€ 7,95

€ 8,95

€ 9,95

UK

£ 6.95

£ 7.80

£ 8.70

Spain

€ 9,95

€ 11,95

€ 14,95

Portugal

€ 11,95

€ 12,95

€ 15,95

Austria

€ 8,95

€ 9,95

€ 12,95

Italy

€ 8,95

€ 9,95

€ 12,95

Ireland

€ 9,95

€ 11,95

€ 14,95

* Box weight is calculated over the single heaviest box weight in the order. No extra shipping costs will be calculated if multiple products are ordered. Prices are including VAT.

                          

 

 

5. Cancellation & Returns

 

-Cancel Order

-Return product and request a refund

-Received a faulty or damaged product

-Ordered multiple items but wish to return only one or a few of them

-Received the wrong

-Exchange for another one

 

 

How can I cancel my order?

 

Please login to your BenQ Account and click the “Cancel button” if it is still available. Please bear in mind that this button is only available within 6 hours after placing order.

If the cancellation button is not visible, and you would like to cancel the order, see the information under “My order has been confirmed and I want to cancel what can I do” or please contact the BenQ Customer Care Team via www.benq.eu/en-eu/support/contact-us/.

 

 

 



My order has been confirmed and I want to cancel it, what can I do?

 

 

You have two options to cancel an order after confirmation:

1. Refuse it at the door when the courier delivers the product
2. Return it via normal BenQ return procedure – See more information at: “How can I return my product and request a refund

 

How can I return my product and request a refund?

 

If you aren’t satisfied with the condition of a product that you receive from us or in case you change your mind about the item you bought, we’ll issue a refund up to 30 days from date of delivery.

Follow below steps to return your item for a refund:

Please login to your BenQ account, locate your order and press the return button. Once your return request is received we will contact you about the return process via email.



To prepare your item for return:

  1. Please include all manuals, cables and accessories, the device should be returned “as NEW” and with all original accessories that accompanied the device.
  2. The device must be returned in the original BenQ box that contained the device and all packing material must be intact.

For more information please read our General Terms & Conditions www.benq.eu/en-eu/policy/ec-terms-conditions.html , or contact the BenQ Customer Care Team at: www.benq.eu/en-eu/support/contact-us/

 

The package is delivered in a damaged condition, what can I do?

 

If the package is delivered to you in a damaged condition and if you are unhappy with the state of delivery, please do not accept it and ask for the delivery agent to return the products to BenQ. In case you have accepted the package we kindly ask you to contact the BenQ customer care team as soon as possible, preferable within 2-3 working days via www.benq.com/en-eu/support/contact-us/. if you do call or email, please make sure to quote your order number to be able to find your details and assist you further.

NOTE:  Please take immediately a photo of the package’s condition for any visible damage in order for us to investigate further

 

I received a physically damaged unit, what can I do?

 

When there are no visible signs that the package is damaged upon delivery, and thereafter you notice that one or more products have been physically damaged, we kindly ask you to contact the BenQ customer care team as soon as possible, preferable within 2-3 working days via www.benq.com/en-eu/support/contact-us/.  If you do call or email, please make sure to quote your order number to be able to find your details and assist you further.

NOTE:  Please take immediately a photo of the condition of both the unit and the packaging material for any visible damage in order for us to investigate further.

 

 

 My product I ordered is not working or faulty, what can I do?

 

In case you received a faulty product, please contact immediately the BenQ customer care team as soon as possible preferable within 2-3 working days via www.benq.com/en-eu/support/contact-us/. If you do call or email, please make sure to quote your order number to be able to find your details and assist you further.

 

I ordered multiple items but wish to return only one or a few of them.

 

In case you want to return one or a few items from your order, please contact the BenQ customer care team via www.benq.eu/en-eu/support/contact-us/ and we will assist you further. If you do call or email, please make sure to quote your order number to be able to find your details.

 

I received the wrong item, how do I proceed?

 

If you received the wrong product or the product you received was not as described, you can contact our BenQ customer care team via www.benq.eu/en-eu/support/contact-us/ and we will assist you further. If you do call or email, please make sure to quote your order number to be able to find your details.

 

Can I exchange a product?

 

Unfortunately we do not exchange products. If you'd like to exchange for a different product, colour, etc... You will need to return your existing item for a refund and then re-order your preferred item at your convenience.

You can use the return process listed at question: How can I return my product and request a refund

 

6. Refund

 

 

How long will it take to receive my refund?

 

The refund process will be started either

-immediately after you click the cancellation button or

-at the moment the package arrives at the warehouse (return)

 

Request Cancellation within 6 hours after placing order.

The refund process will start after you click on “Cancel button”.  The refund process takes 7-10 business days depending on your Bank.

 

Request Return within 30 days (Remorse period).

After your return request is received, we will provide you with the following steps via email. The refund process will start after we receive the unit (s) back at BenQ warehouse. It takes 7-10 business days depending on your Bank.

 

After the refund process has been started, it can take up to 7- 10 business days for the refund to be visible in your bank account.

Refunds are issued using the same payment method used at the time of purchase from our BenQ online shop. If paid by Credit Card (Mastercard, VISA or American Express) or PayPal the refund will be done via these payment methods.

 

Will I get my shipping costs refunded?

 

If you return your full order, your shipping costs will be refunded.
If you return your order partially the shipping costs will not be refunded.

 

IMPORTANT:

 

If your question is not listed in our FAQ’s or if you didn't find the answer to your question, please feel free to contact our BenQ customer care team via www.benq.eu/en-eu/support/contact-us/ and we will be more than happy to assist you accordingly.

TOP