Placing an Order
Shipping & Delivery
Cancellation & Returns
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. 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 fieldYou can also create an account when placing an order in the BenQ shop.
How safe is my personal information?
How to delete my account?
Of course we hate to see you go, but if you no longer want to receive information’s from BenQ, you can easily unsubscribe by sending an email to BenQ www.benq.eu/en-eu/support/contact-us/ 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:
Go to Forget Your Password.
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, contact us.
Follow the instructions in the e-mail sent to the e-mail address on your account.
Can I change my username, e-mail and/ or password?
Please log in to “My BenQ Account” to update your contact details.
2. Placing an Order
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. As you shop on our website, you will see one of the following options next to each product:
In Stock - The product is available and may be purchased immediately;
Out of Stock - The Product has 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.
All prices are listed in LOCAL Value and are inclusive VAT. We also show the tax on the checkout and in your order details.
How can I use the Coupons codes?
Sometimes discounts are provided by using promotional codes. If you have received a promotional code, please enter it in the field provided during the online checkout process.
The promotional code is case-sensitive, so type it exactly as it appears in your offer. Promotional 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 they will be happy to assist you further
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
Germany: Giropay, Sofortüberweisung
Ireland, Portugal, Spain, United Kingdom, Luxemburg: SEPA direct debit
For payment we will redirect 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 or reached its limit, 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 by user
- Card issuer bank downtime
- 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 confirmed by your bank that there is no issue, you can contact BenQ Customer Care team by phone. 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 correctly.
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 daytime 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 use our BenQ Customer Care Team phone number.
How can I get a copy of my invoice?
For security reasons we cannot send you a copy of your invoice via email, please see how to download invoice via your BenQ Account.
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.
4. Shipping & Delivery
Changing Shipping address
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.
NOTE: Orders placed on Friday will be shipped on Monday (without the exception of Public Holidays).
How do I get my tracking number?
Tracking information is available on most orders. You will find the information in the shipment confirmation e-mail from the BenQ Online Shop. Click on the link in the e-mail to find the location of your parcel or check your order status. You could 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 by phone.
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:
Box Weight: 0-4 Kilo*
Box Weight: 4.1-7.5 Kilo*
Box Weight: 7.5 Kilo and higher*
* 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
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 do I cancel my order?
You can only cancel your order before it has been confirmed. To check if your order has been confirmed, please login to your BenQ Account.
If the order is already confirmed and you would like to cancel it, please contact the BenQ Customer Care Team www.benq.eu/en-eu/support/contact-us/
My order has been confirmed and I want to cancel want can I do?
You have two options to cancel an order after confirmation:
1. Refuse it at the door when 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 please include all accessories, such as power cables, input cables, manuals, etc. in the box
For more information please read our General Terms & Conditions, or contact the BenQ Customer Care Team at: www.benq.eu/en-eu/support/contact-us/.
I received a faulty or damaged product, what can I do?
In the unlikely event that you have a defective product, but In case you have received a damaged product, please make sure that the product carton is sealed and unopened. 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 us.
In case you have received a faulty product and accepted the package, please contact the BenQ customer care team via www.benq.eu/en-eu/support/contact-us/. If you do call or email, please make sure to quote your order number for them 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 they will assist you further. If you do call or email, please make sure to quote your order number for them 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 they will assist you further. If you do call or email, please make sure to quote your order number for them to be able to find your details
Can I exchange a BenQ product?
Unfortunately BenQ does not exchange products. If you'd like to exchange for a different product, colour, etc... You will need to return your existing items 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. Return & Refund
How long will it take if I receive my refund after a return?
After you return it takes some days (this can vary) for our warehouse to receive the goods. At the moment BenQ receives the goods that have been returned the refund process will be started from that moment it will take 5-10 working days to receive your money back.
How long will it take if I receive my refund after a cancellation?
After you have indicated your cancellation to BenQ, the refund process will be started directly. The refund process from that moment takes 5-10 working days.
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.
When will the credit amount appear on my payment card?
BenQ starts refund process at the moment the return package arrives at the warehouse. After this moment it can take up to 7- 10 working days for the order amount is refunded back to your account. If paid by Credit Card (Mastercard, VISA or American Express) or PayPal the refund will be returned via these payment methods.