ORDER How to place an order? Modify / cancel order Stock Status of your order Payment Methods Order confirmation:	DELIVERY Delivery Method Delivery charges Delivery term Delay in delivery Backorders
RECEPTION Wrong content Incomplete contents Damaged content Returns Warranty	ACCOUNT Forgot your password Changing your account
PRODUCTS Special requests Assortment web shop <-> Shop Stock web shop <-> Shop	COMPANIES Invoices Payment after receipt

ORDER

How to place an order?

1. Click on the ‘Shopping Cart’ of the selected article  – The article will be placed in your shopping cart and you can continue shopping. The shopping cart is displayed at the right side of the frame. You can always consult  your shopping cart through ‘My cart’.
2. When your purchases are completed, go to ‘My cart’ to continue. Follow the steps as indicated below. Login through your personal account. If you don’t have a personal account, you need to create one first.
3. Choose your shipping method:
     a. Pick up in a store -> Choose between Gent, Aalst or Hasselt. You pay for your order at the store and you can choose between the following payment methods: Cash, debit card or Visa – We also accept ‘Ecocheques’ – for products for which these are applicable.
     b. Shipping to an address of your choice.
4. Payment – Your payment is done over a secure connection (Mollie). For your payment, you can choose between the following payment methods: Visa, Mastercard, debit card, Maestro or PayPal.
5. Once your payment has been accepted, you will receive an order confirmation in your mailbox.

If you are logged in to your account, there is no need to send your order immediately. The selected articles will be memorized and you can add or remove goods later on.

Modify / cancel order 

If the articles are not shipped yet, you can always contact us to change or cancel the order if necessary.

Stock

We use the following codes to indicate our inventory status:

• Green: The article is in stock at our central warehouse.
• Red:  The article is not in stock

The expected delivery date is listed next to the stock status. We will inform you as soon as possible about the expected shipping date. Despite an extensive stock system, it is possible that the inventory status is positive in the web shop, but that the goods are not in stock. In this case we will contact you for further information.

Status of your order

You can check the status of your order through your profile -> ‘My orders’.

Payment Methods:

1. Pick-up at our store – Payment: Cash, Bancontact, Proton, Visa or Eco cheques.
2. Shipping to your address: They payment is made via a secure connection (SIPS) – You can choose between the following payment methods: Visa, MasterCard, debit card or Maestro. Pages that will be shown or filled out payment details need to go through an https connection. Please check this security before proceeding the payment.  

Order confirmation:

After your order is placed, you will receive an order confirmation in your mailbox. Once your order is shipped, you will receive an email with the tracking number of your shipment. You can track your order through the website of the carrier.

DELIVERY

Delivery Method

You can choose between pick-up in one of our stores or shipping to an address of your choice.

1.Pick-up at the store:
Choose in which store you want to pick up the goods. You will receive a confirmation email when your order is ready in the store of your choice. As soon as you have received the order confirmation,  you can pick up your order.

2. Shipping to an address of your choice:

We ship your package with GLS. Your package is usually offered the next business day at the delivery address. If the package does not fit in your mailbox and your are not at home, they will offer the package again the next day. 

Delivery charges

The delivery cost depends on the destination and the order amount. The delivery charges are applied according to the following table:

 

Land	Landcode	orderbedrag in EUR vanaf	verzendingskost in EUR
Belgium	BE	0	6,95
Belgium	BE	75	0
Luxembourg	LU	0	7,50
Luxembourg	LU	200	0
The Netherlands	NL	0	7,50
The Netherlands	NL	150	0
Germany	DE	0	9,95
Germany	DE	200	0
France	FR	0	9,95
France	FR	200	0
Denmark	DK	0	20
Austria	AT	0	15
Sweden	SE	0	20
Bulgaria	BG	0	30
Estonia	EE	0	25
Finland	FI	0	27
Greece	GR	0	40
Hungary	HU	0	20
Ireland	IE	0	25
Italie	IT	0	20
Kroatia	HR	0	25
Latvia	LV	0	25
Lithuania	LT	0	25
Poland	PL	0	20
Portugal	PT	0	27
Romania	RO	0	30
Slovenia	SO	0	20
Slovakia	SK	0	20
Spain	ES	0	25
Czech Republic	CZ	0	20

Delivery term

1. Pick up at the store:
You will receive a confirmation email when your order is ready in the store of your choice. As soon as you have received the confirmation, you can pick up your order.
If the goods cannot be supplied from the stock, we will inform you as soon as possible about the expected delivery date.
Despite an extensive stock system, it is possible that the stock is positive online, but that the goods are not in stock in the warehouse. In this case, we will contact you with more information.
The online stock is the stock of our warehouse. It is possible that the stock at the web shop is positive, but the goods are not in stock at our store in Gent, Aalst or Hasselt. If you order the goods in our web shop for collection in a store, it is recommended to wait for the confirmation before picking up your goods.

2. Shipping to an address of your choice:
If the goods are in stock, orders are sent within 24 hours after ordering. On Saturday, Sunday and holidays, there are no shipments. You will receive a confirmation with a tracking number, when the shipment has left.

Usually, the goods are delivered within 24 hours after shipping. If you have not received your parcel after 3 working days, it’s advised to contact our helpdesk through the contact form on our website. If the goods cannot be supplied from our stock, we will inform you as soon as possible about the expected delivery date.
Despite an extensive stock system, it is possible that the inventory status is positive on our web shop, but that the goods are not in stock. In this case we will contact you with more information. .

Delay in delivery

Normally, the goods are delivered within 24 hours after shipping. If you have not received your parcel after 3 working days, it’s advised to contact our helpdesk via the form on our website

Backorders

Backorders will be shipped as soon as possible after receipt in our warehouse. You will receive a confirmation of shipment with a tracking number when shipped. If you have not received the goods 2 weeks after the expected arrival date, please contact us using the contact form below.

RECEPTION

Wrong content

If you have received wrong products, please contact us within 48 hours after receipt of the package. We provide a solution as soon as possible. Please consult our customer service via the contact form below. .

Incomplete contents

If you have received an incomplete shipment, please contact us within 48 hours after receipt of the package. We provide a solution as soon as possible. Please consult our customer service via the contact form below.

Damaged content

If you have received damaged goods, please contact us within 48 hours after receipt of the package. We provide a solution as soon as possible. Please consult our customer service via the contact form below.

Returns

You have, as a private person, the possibility to return the articles sent to your address, within 14 days after receipt, in the original and undamaged packaging. You must return your product to the address below, with a copy of the invoice and a completed return form.
Returned items that have already been used, cannot be reversed.
If your product meets the above criteria, the purchase amount (minus the shipping costs) will be paid back to you as soon as possible.

Return address:
Gotron BVBA
Leo de Bethunelaan 101
9300 Aalst
Belgium

Warranty

We use a 24 month warranty period on manufacturing and material defects from the original purchase date. You need to send back the article with the original receipt and a completed return form and we will repair the appliance within a reasonable period.
If it is no longer possible to repair or exchange the appliance, you can get a replacement or a refund of the product in the first year after purchase. If the article is older than one year, we will pay 50% of the purchase price, or you can purchase a replacement item for 50% of the purchase price.

The guarantee expires in the following cases:

• Damage caused by modifications, repairs, etc. to the device.
• If the defects are caused by incorrect or improper use or by inadequate maintenance of the product.
• Damage caused by flooding, fire, power failure, accidents, natural disasters, etc.
• Damage resulting from a commercial, professional or collective use of the device – If there’s a professional use of a device the warranty period is reduced to 6 months.
• Any damage caused after delivery to the unit (e.g. by oxidation, shocks, falls, dust, dirt, etc.) as well as its content (e.g. data).
• Consumables, accessories or components that must be replaced regularly, such as batteries, bulbs, drive belts, etc.
• Damage caused by insufficient protection of the appliance during the shipment.  

ACCOUNT

Forgot your password

Click here if you forgot your password. You need to fill in your e-mail address and you will receive a new password by email. You can change this password from your account.

Changing your account

You can change the information on your account anytime via ‘my account’.

COMPANIES

Invoices

If you pay before shipping, your invoice will be added to your package. If you pay after delivery, a delivery note will be enclosed with your order and the invoice will be sent by post.

Payment after receipt

Private persons have to pay before delivery. Companies have the ability to pay the goods after receipt of the order. You can contact our customer service via the contact form below to change your payment conditions. We have a standard payment term of 30 days after invoice date.

PRODUCTS 

 Special requests

Because it is impossible to bundle our full range in a catalog, you can always contact us for special requests for components, devices, etc. If we can deliver the item, we will send you a price offer and delivery term as soon as possible.

Assortment web shop <-> Shop

We try to match the assortment of the web shop and the store as much as possible. However, it’s possible that there are small differences in the assortment. We try to propose a suitable alternative.

Stock web shop <-> shop

The stock at the web shop is the stock of our warehouse. It is possible that the stock at the web shop is positive, but that the goods are not in stock at our store in Gent, Aalst or Hasselt. If you order the goods in our web shop for collection in a store, it is recommended to wait for the confirmation before you pick up your goods.

ONLINE Have you still not found the answer to your question? You can always contact us by email (helpdesk@gotron.be) or by telephone +32 53 78 30 83.

PERSONAL Visit one of our stores for a personal contact with our employees. You can find our contact details and opening hours through ‘our shops’.  Gotron Aalst - Gotron Gent - Gotron Hasselt.