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Frequently asked questions

Hereby you can find the frequently asked questions of our customers. If you can't find your answer, please contact our customer service:


Do you deliver to private customers?
No, we don’t deliver to private customers. We only supply professionals.

When can we become a professional customer? 
Do you have a business? Do you want to start a business ? Do you have a VAT number and would you like to sell our items? Please contact our customer service. (by email or phone number 09/259.10.50).  Some products are only available for pharmacies.

FAQ Payment:

How can we pay our order?
- Through home banking (including 2% discount when paying in advance.)
- Cash payment on delivery.
- Within 8 days (incl. 2% discount)
- Within 30 days

FAQ order

How can we make an order? 
-          Through the website
          Through one of our representatives
-          Through e-mail (
          By phone: 09/259.10.50
          By fax: 09/259.20.30

What is important to do when we place an order? 
To avoid errors while processing a new order, please:
- Clearly state the item code (SCF, SCD, SCH, ...) and quantities
- Order per carton / packaging unit

When is our order free of delivery charges? 
-          When the amount is higher than 375 (excl. VAT), the order is free of delivery charges
          When the amount is lower than 375 (excl. VAT), see this information:

Way of shipping

Shipping costs

Delivery time




-          Products that are "free in exchange" or under warranty, will be sent FREE.

What should we do if there is a change of address or a change of VAT number? 
When there is a change of your data (Address, Name, Number of VAT,…) please mention this clearly when you place a new order or contact our customer service to change it. (through email or phone number 09/259.10.50)

FAQ Shipping

What is the way of shipping?

Shipping costs

Delivery time





FAQ After Sales / Return policy

When can we return items ?
Items can be returned with original tags attached, if not damaged and unopened.  

Expired products or items that are still under warranty, are being exchanged or being refunded.

What if something is missing in our delivery?
If you received a damaged, defective or wrong item, please contact our Customer Service department (by e-mail or phone 09/259.10.50) We will send the missing goods as soon as possible or refund it.

What if you received something what you didn’t order? 
Please contact our Customer Service department (by e-mail or phone 09/259.10.50).

Return options :
When there are more than 8 pieces, GLS will pick it up. 
From the moment we receive the broken item(s), we will change it (them). 
Items that are not in our range anymore, will be refunded.

How can we return an item that is damaged or incorrect? 
If you have received an item that is damaged, or an incorrect item, please contact our customer service department (through e-mail or phone 09/259.10.50).

If we arrange transportation to pick up the products, pack the product in the original packaging so it is better protected while shipping. 

What do we need to do when an item is damaged while shipping?
If you have received an item of which the package is damaged during transport, please contact our customer service department within 48 hours (By e-mail or phone 09/259.10.50).

Check your delivery at the reception. The packaging must be intact and unopened.
If you are not happy with the condition of the product on delivery, do not accept the delivery or note that there is damage.

What do we need to do when an item is damaged? 
Please contact our customer service department within 48 hours (through e-mail or phone 09/259.10.50) and we will help you.
Please keep the original package, accessories, proof of warranty. You might need it in the future.

How long is the warranty? 
The warranty is only for electronic devices.
- 2 years on the product (read the warranty conditions in the manual)
- 6 months on batteries
- Attention: the guarantee is NOT valid in case of bad use, bad maintenance, a fall.
Read the manual carefully.

What should we do if there is a problem with the product? 
Try to test and reset the product (e.g. baby monitors). Please check the FAQ section in the manual.
If you didn’t find a solution for the problem or if you need spareparts, please contact our Customer Service department (through e-mail 
or phone 09/259.10.50)
If the product is still under warranty (2 years), can’t be repaired and the cause of the problem is not due to misuse by the consumer, the product will be exchanged.

You didn’t find what you are looking for? 
You didn’t find an answer to your question yet?
No problem, our customer service is always there for you! You can contact us Monday to Thursday from 9h-12h and from 2h-5h and on Friday from 9h-12h by phone (09 / 259.10.50) or by e-mail ( 

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