FAQ

Indien u een bestelling wenst te wijzigen of te annuleren, helpen wij u graag verder. Echter, is het wijzigen of annuleren in sommige gevallen niet meer mogelijk. Zodra een pakbon al is verwerkt of uw bestelling al in ons sorteerproces ligt, kunnen wij dit helaas niet meer aanpassen.
Bestelling in behandeling maar nog geen pakbon? Neem dan gerust contact met ons op. Wij passen de order dan graag voor u aan!
Bestelling in behandeling en er is een pakbon? Helaas is het dan niet altijd mogelijk om dit nog aan te passen. U kunt contact opnemen met onze klantenservice voor de mogelijkheden.
Ligt uw order klaar voor verzending? Dan ligt uw pakket al in ons sorteerproces. Deze kunnen wij dan helaas niet meer voor u aanpassen.
Order verzonden en u heeft een Track & Trace ontvangen? Ook dan is aanpassen of annuleren helaas niet meer mogelijk.
Indien aanpassen of annuleren niet meer mogelijk is, heeft u de keuze om het pakket te weigeren of na ontvangst aan te melden voor retour. Indien u het pakket weigert aan de deur, geef dan wel even vooraf de reden door aan onze klantenservice. Zo kunnen wij nadat wij het pakket retour hebben ontvangen, zo snel mogelijk alles voor u verwerken.

Wij streven ernaar om het product binnen 48 uur te verzenden op werkdagen. Mocht u op vrijdag bestellen dan betekent dit dat het product waarschijnlijk uiterlijk op maandag of dinsdag van de nieuwe week (ligt aan de besteltijd) wordt verstuurd. Daarnaast kan de levertijd bij elk product anders zijn. Als een product qua levertijd langer duurt dan normaal wordt u hierop geattendeerd door ons via mail of telefoon. Wij versturen dan de bestelling als we het product met de langste levertijd binnen hebben.
Heeft u producten besteld die een snellere levertijd hebben dan de rest van uw producten? Ook dat is geen probleem. Neem dan contact op met onze klantenservice. Let op, in de meeste gevallen worden hier extra kosten voor berekend.

With iDeal, you can safely and easily checkout your order at Winparts. You pay in your familiar internet payment environment (secured by your own bank). We do not charge an additional transaction fee for iDeal transactions. As an interbanker, you can use iDeal directly, without having to sign up for it. iDeal is suitable for the following banks: ABN AMRO, ING, Rabobank, SNS Bank, van Landschot bankiers, Knab and Triodos.

Payment for your order (by credit card) is always made through a secure environment. Your payment information, such as your account number or credit card information, is not known or stored by Winparts. We do not charge an additional transaction fee for a credit card payment. You can pay with the following credit cards with us: Visa, Mastercard, Maestro and American Express.

You can also checkout with us directly using PayPal. With PayPal, you can easily log into the secure environment with your email address. After logging in, you can pay for your order with a few simple clicks using your balance, (possibly linked to your bank account or credit card). This payment is often not debited from your account for two days.
PayPal allows all businesses and consumers with an e-mail address to send and receive payments online. Transactions with PayPal are secure and fully insured. PayPal makes buying on the Internet easier than ever.

Did the payment fail or are you having trouble completing your payment online? We are happy to help!
If you have made a payment attempt and the amount has been debited from your account but not credited to the order, please contact us via email. Please attach a photo or screenshot of the payment to this email. This allows us to verify the payment faster. Please note that with some payment options there is a delay and thus processing may take longer than normal.
Payment not debited and not credited to order? If so, we unfortunately did not receive this either.

If your order has been changed or canceled, we will make every effort to refund the payment difference to your account as soon as possible. The amount will be deposited into the account you paid with. After adjustment, you will receive a credit invoice from us via email stating the adjustment and the exact credit amount. Do you have questions about your credit invoice or is something wrong? If so, please contact our customer service department. Our team is ready for you! Refunds are normally processed within 10 business days.
Status of a refund: Unfortunately, this status cannot be tracked. Once you have received notification from us about a credit payment, the amount will be processed within 3 business days. If it does take longer, please contact our customer service department (please note that refunds may take longer due to weekends).

You can quickly and easily find the status of your order under your account. We will keep you informed of the status via email, even if something should change unexpectedly. In this, we sometimes depend on external factors, which is why we try to keep you as informed as possible.
Still a question about the status?
No problem, our customer service team is happy to help you. To ask a question about your order, please email or call. Our customer service team will answer your question as soon as possible. No account or forgot password? Click forgot password or create a new account.

Vibropac BV cooperates with PostNL and together we ensure that your package is delivered to you quickly, well-packaged and in the right way. In addition to home delivery, you can also choose on-site pickup. Please let us know what date and time you will pick it up. Please note that we are open from 09:00 to 17:00 on weekdays. These times may also vary, so be sure to ask about the possibilities.

Track & Trace:
You will receive an additional email with the Track & Trace information after your package is shipped. This information will allow you to track the package. Sometimes it may happen that the indication has changed or the shipment is unexpectedly delayed by our carrier. Of course, your package will still be delivered as soon as possible.
Delivery address:
Is the address you entered correct? You can check this both in your order and with the Track & Trace data. Is the address incorrect? Please contact our customer service, and we will make sure the package still gets to the right address.

At Vibropac, you can easily track your package. After shipment via PostNL, you will receive a Track & Trace code via e-mail on the day of shipment. The moment you have received the Track & Trace code from us, the shipment has been given to the carrier. In extreme cases, it can sometimes take a day before anything becomes visible on the link. Normally, you can track the shipment from midnight and it will be delivered to you the next day.
Is your code not working or the status of your shipment not changing after 48 hours? If so, please contact our customer service department. We will then do research for you!

Pick up your order in IJsselstein? It is possible! However, you must first complete and pay for your order online. You will be notified as soon as your package is ready.
You cannot pick up parts in IJsselstein without an order. We do not have all parts in our warehouse or in stock. In addition, you should wait for confirmation via email. Once you receive confirmation of pickup, your order will be ready for you*.
* After confirmation, you will be assisted at the front desk by one of our staff members.
Of course, shipping costs will be waived if you choose to pick up your order in IJsseltein. You can specify this in the ordering process.
Opening hours: Monday to Friday: 9 a.m. to 5 p.m.
Saturday & Sunday: Closed

Please check your product for correctness and function as soon as possible after receiving it. Does the item turn out to be damaged or not the right one after all? Then contact Vibropac and ask about the possibilities. To best assist you in doing so, we ask that you clearly state what is wrong with the product and/or what exactly you are looking for. Return shipping costs are for Vibropac provided it is a faulty delivery from us. In case of an incorrect order as a customer, the costs are for the customer.

Tip: Leave your phone number with the request, so we can call you when requesting more information.
Once your return reaches us and has been processed, we will immediately ship the correct product to you. You will pay shipping costs again for this.
However, there may be some money outstanding after the exchange. Will you get a difference back? If so, we will ensure that this is credited to you within 5 business days.

Received a damaged or defective item? That, of course, is not the intention. All follow-up actions are described below.
In case of a defective or damaged item, we ask that you notify us by email as soon as possible, preferably within two business days of receiving your order. If the product was received damaged, we should also handle this with the carrier. Therefore, it is also important that you send us photos of any damage within 3 business days of confirming your return request.

Costs in case of revocation If you, as a consumer, exercise your right of revocation, the costs of return shipment shall be borne by you.

Shipping costs that when returned will be refunded by us:
In the event of any (packing) error in delivery or unexpected transport damage, shipping will be reimbursed by Vibropac. This will be promised in writing (by mail) by our returns department. There can be no correspondence on this by phone.

1. Consumers may dissolve an agreement relating to the purchase of a product during a 14-day cooling-off period without giving reasons. The operator may ask the consumer about the reason for withdrawal, but may not require the consumer to provide his reason(s).
2. The cooling-off period referred to in paragraph 1 starts the day after the consumer, or a third party designated in advance by the consumer, who is not the carrier, has received the product, or:
If the consumer ordered multiple products in the same order: The day on which the consumer, or a third party designated by the consumer, received the last product. The entrepreneur may, provided he has clearly informed the consumer of this prior to the ordering process, refuse an order of several products with different delivery times.
If the delivery of a product consists of several shipments or parts: the day on which the consumer, or a third party designated by him, received the last shipment or part.
For contracts for regular delivery of products during a specified period: the day on which the consumer, or a third party designated by the consumer, received the first product.
Extended cooling-off period for products, services and digital content not delivered on a tangible medium in case of failure to inform about right of withdrawal:
1. If the entrepreneur has not provided the consumer with the legally required information on the right of withdrawal or the model withdrawal form, the cooling-off period expires 12 months after the end of the original cooling-off period determined in accordance with the previous paragraphs of this article.
2. If the entrepreneur has provided the information referred to in the previous paragraph to the consumer within 12 months after the effective date of the original cooling-off period, the cooling-off period expires 14 days after the day on which the consumer received that information.

When you buy a product from us, you are entitled to a good product at all times, provided you use the product normally. Should a product fail to meet your expectations, we will fulfill the warranty provisions of the Civil Code in full towards you.
You must notify us within a reasonable time. Here, within one month of discovery of the defect is reasonable in any case.
After your notification, we will investigate whether we can easily repair the defect or replace the product and/or defective parts. Should this not be possible in its entirety, or in the short term, we offer you the option of rescinding the contract. You will then receive (part of) the purchase price back from us.