General

Our Terms and Conditions

When you place orders with BergHOFF, you accept the General Terms and Conditions. These General Terms and Conditions apply exclusively, unless otherwise agreed. The General Terms and Conditions may be changed at any time and without notice. BergHOFF is not liable with regard to the information for any errors or incorrect information. BergHOFF is also not liable for any consequences resulting from the use of the purchased products. In this regard, we recommend that you check the items for any uneven edges or other defects before using them.

Payments

What payment methods can I use?

You can use any of the following payment methods we offer free of charge: Visa, Mastercard, Maestro, PayPal, Sofort Banking, iDEAL, Bancontact/MisterCash. The order will only be delivered when the payment has been made in full. Your order will be processed as soon as your order has been processed.

When will my credit card be credited?

Your credit card will be credited after receiving the order confirmation.

Is my payment information safe?

We offer the highest standard of internet security. All your data is first encrypted and then stored on our servers.

Do I have to pay extra for certain payment methods?

No, all payment methods are free of charge.

How is the VAT rate calculated?

All products purchased on this website are shipped from our central warehouse in Heusden-Zolder, Belgium. Therefore we are obliged to charge the Belgian VAT rate of 21% on all sales. With the exception of France.

All prices mentioned in the webshop are in euro, including VAT, excluding shipping costs. Prices are subject to change at any time without notice. BergHOFF cannot be held responsible for any possible writing errors or other errors which cause the price to be displayed incorrectly.

Shipping and delivery

How much does it cost to have my order delivered?

Currently we are shipping to multiple countries from this online shop. Therefore different shipping costs apply depending on the chosen country for delivery. The shipping cost is calculated during the checkout process based on this list:

• Belgium, The Netherlands, France and Luxembourg: €4,95
• Germany, Denmark and Austria: €6,95
• UK, Ireland, Italy and Spain: €8,95
• All other countries: €11,95

It goes without saying that BergHOFF cannot be held responsible if a package is returned due to a wrongly entered address. So please check all your data carefully. Delivery shall be made to the address indicated by the purchaser. The stated delivery period is purely indicative and therefore in no way binding for BergHOFF.
An incorrect address is the responsibility of the customer and may result in additional costs. Please always include your telephone number so that the courier can contact you by phone in case of a problem. Shipping costs are always quoted separately.

Is free shipping also available?

Yes, orders with a total value above 49€ will be shipped for free, but when you return and your initial purchase amount drops below 49€ a shipping cost will be charged. This will be deducted from the amount to be refunded or you will receive an additional invoice. Return costs are at your own expense and risk.

When will I receive my order?

If your order is in stock and we have received your payment before 13:00 on a weekday, your order will be shipped the same day. All orders placed on a weekend will be processed the next working day.

Delivery times depend on the destination of the packages. All packages are shipped from the central warehouse BergHOFF in Heusden-Zolder. In generally the following working day applies. In times of pandemic or extreme pressure this can take several days.

• Belgium, The Netherlands and Luxembourg: 1 working day
• Germany, Denmark and Austria: 2 working days
• France, Italy and Spain: 3 working days
• All other countries:  3-5 working days

When ordering, you agree to the general terms and conditions and to the purchase of the selected products. After ordering, your purchase will be handled as soon as possible. BergHOFF reserves the right to refuse orders, parts of orders or customers, or to deliver an order incomplete. The product information, the price and the order information are prepared and communicated subject to change and correction.

When placing the order, the buyer shall provide his name, address and payment information. The buyer guarantees that this information is true.

In principle, an item that is no longer available is also not available in the Webshop. The necessary reservations must be made for errors in the stock program. In addition, it may be the case that another customer is ordering the item in question. We ask for your understanding for this. The orders through the web shop are constantly updated. If an article is unexpectedly no longer available, the amount due will be refunded within 10 working days, without any cost to you.

Can I track my order online?

We label every order with a Track & Trace code. You will receive this together with the shipping confirmation. You can also find the Track & Trace code in your account, under ‘my orders’.

Who will deliver my order?

We chose TNT to deliver your package with the best possible quality, service and speed. TNT also offers a tracking service that allows you to check the location of your order whenever you want.

Returns

How can I return my order?

The purchaser has the right to renounce the purchase, within 14 days from the day following the delivery, by notifying us in advance through the online contact form ww.cc@berghoffworldwide.com.

The item has not been used and is in its original and undamaged sales packaging.

The buyer must return the products at his/her own risk and expense, in the original packaging in an additional master carton, in undamaged and unused condition.

If you receive something that is damaged, you should take the following steps:

• Take photographs
• Clearly describe the cause
• Please note that not covered by the guarantee are small imperfections that do not affect performance: scratches, discolourations (stainless steel may have turned blue or golden brown) and small dents. This will be assessed by our internal quality department.

It goes without saying that BergHOFF cannot accept any liability for the loss or damage of the goods when returned.

When can I expect my refund?

Once we have received the returned item in good order, it will take approximately 10 working days for the refund to reach your bank account.

What if I have returned something that does not meet BergHOFF’s conditions?

You lose your right to a refund and you have 7 working days to collect the parcel at your own expense. If not, the parcel and its contents will be destroyed.

Guarantee

At BergHOFF, a team of specialists ensures that all stages of production are carefully monitored and that all items bearing the BergHOFF label meet strict quality requirements. We offer durable products with the best value for money. But it could happen that you are not completely satisfied or some items may have slipped our quality net. For those cases, we work with the policy below:

BergHOFF offers a 2-year warranty as stated in the European law for a possible defect non-conforming to the product. This is also assessed in consultation with our internal quality department.

When a product is defective according to normal use, BergHOFF will replace it. This does not include damage caused by misuse or abuse, such as improper cleaning, neglect, accidents, modifications, fire, theft, falls, overheating, citrus-based cleaners or use in commercial establishments.

Not covered under warranty are minor imperfections that do not affect performance: scratches, discolorations (stainless steel may turn blue or golden brown), dents, surface marks due to shipping, and minor color variations that may occur.

Often a simple cleaning with a stainless steel cleaner is sufficient to return your pan to its original condition.

BergHOFF and its affiliated companies are not responsible for direct or indirect damage, personal injury or property damage for goods sold through other distribution channels. Please contact the dealer where you purchased the BergHOFF product.

At Berghoffworldwide, you can only claim warranty if you purchased the product on our website www.berghoffworldwide.com.

If you think you may have a warranty claim, please contact the BergHOFF After Sales Department by calling +32 13 35 86 00 or e-mailing ww.cc@berghoffworldwide.com. Please provide all relevant information regarding your claim: a valid proof of online purchase, a full description and photo of the problem, the product SKU number and name, the production codes (a marking of a letter and a number, e.g. K15) often found on the bottom and the date when the product was purchased. Our After Sales Service will inform you of the next steps to be taken.

To claim a 'Lifetime Warranty' you must comply with the following:

• Present a valid proof of purchase (with commercial stamp, signature and date of purchase) together with the accompanying letter 'Lifetime Guarantee' with a maximum of 30 years. The guarantee card alone is not sufficient. The number on the card must correspond with the number on the proof of purchase and on the accompanying letter.
• Only on the ranges of pots and pans with the indication at the bottom of the article.
• Only applicable to production or material faults, which are examined by our internal quality department.
• Not applicable on all kinds of wear and tear: such as knobs, handles, coatings, ...
• Not applicable on damage caused by force: dents caused by transport, dropping, abrasion of surfaces, ...
• Not applicable in case of improper use: by burning, overheating, not using the right cooking utensils, ...
• Not applicable to all ranges.