FAQ

How can I return an item?

Returning and warranty

Returning your product:

Are you not satisfied with the ordered product? Or did you order the incorrect product? In that case, you can use the returns request form within 3 months of purchase to request a return shipment. As soon as you requested a return, you will receive a returns note with a returns number from TVH, with which you can then return the product. Attention: the products must be in their original packaging.

TVH doesn't accept a return in the following cases:

  • Products that were assembled
  • Products without packaging
  • Products without seal
  • Products without control labels

You can return a product as follows:

  1. Fill in the returns request form and forward it to TVH by sending it to sales.be@tvh.com. You will then receive the returns note via mail as soon as possible
  2. Place the returns note in a box together with the product and send it to:
    TVH Forklift Parts NV - attn returns reception
    Brabantstraat 15
    8970 Waregem
    Do you want TVH to come and collect your parcel? In that case, request a collection through your TVH contact person. You can reach the Belgian Sales team on 056/ 43 43 47 or via mail to sales.be@tvh.com.

Product is faulty upon delivery:

When the delivered product is faulty, you can return it to TVH via the following procedure:

  1. Fill in the returns request form and send it to your contact person at TVH. You will then receive the returns note via mail as soon as possible.
  2. Please take into account the following time limits:
    • Returns with regard to damage during transport must be stated on the consignment note (document from the courier) and must be reported to TVH within 12 hours of delivery of the product.
    • Complaints with regard to visible damage to the product (but not caused by transport) or complaints about a delivery that doesn't correspond to your order, must be reported to TVH within 48 hours of delivery.
    • All other complaints must be reported to TVH within 3 months of delivery of the product at the latest, unless the corresponding invoice for the product stated a different term.

Warranty:

At TVH Parts, you get a 1-year warranty on the products, unless stated otherwise. The order confirmation mentions the warranty period next to each product.

You can file a warranty claim by completing the returns request form.

Status of your return:

At TVH we like to keep you informed, not just in case of an order, but also in case of a return. Your TVH contact person follows up the return for your.

What are the payment possibilities?

Depending on the settings of your account, you can pay for your order in different ways.

Method of payment Payment costs
On invoice (this option is only available for pre-registered TVH customers) Free
Credit card Free
PayPal Free
SOFORT Free

Payment options:

  1. On invoice
    Do you already have a TVH customer number? In that case the existing rules apply to payment on invoice.
  2. Credit card
    At TVH, you can pay with different types of credit cards without paying extra costs:
    • MasterCard
    • Visa
    • American Express
    Everything is processed in a safe and fast manner, thanks to the SSL-secured server. Once we have checked the credit card details, we will ship your order subject to availability.
  3. PayPal
    A PayPal account can be used as your digital wallet. It is a safe and convenient place to store your methods of payment and easily use them. You no longer need to remember your credit card details. All you need is your e-mail address and PayPal password. You can find more info on the PayPal website. Paying with PayPal at TVH is completely free.
  4. SOFORT
    SOFORT is based on the principle of a bank transfer. Unlike a normal transfer, all the customer needs to do is to verify the payment. Details such as the amount, the description and the beneficiary are already filled in. The advantage of this is that no human error can be made here. SOFORT then carries out the payment. This method of payment is simple, fast and free.

Payment failed or rejected?

Has your online payment failed?
The first thing you need to do is to check if the money was deducted from your account or not. If the status of your payment doesn't change in the webshop, please contact our customer service. You can do this via mail to ecommerce@tvh.com, by telephone on +32 56 43 48 66 or via our chat.

Rejected credit card?

If your credit card is rejected, the reserved amount will immediately be refunded. After this, you can simply place your order again. We do recommend you to select a different method of payment.

Invoices:

Save the invoice properly.
You will always receive this via the post, after you have received your order. TVH customers who stated in the past that they want to receive their invoices digitally, receive their invoice via mail. Would you also like to receive your invoices via mail? Please contact our customer service to activate digital invoicing.

How can I place an order?

Placing an order:

Placing an order can be done in just 4 easy steps:

  1. Select your products
    Start by searching the products you wish to purchase. Use the green button to place them in your shopping basket.
  2. Login
    Do you already have an account? In that case, log on to finish your order. You don't have an account yet? You can easily request this by clicking on the login button at the top of the site, and then selecting Register.
  3. Select your delivery address and method of payment
    During this step, you select where the shipment must be delivered, and how you will pay for the order.
  4. Overview and ordering
    During the final step, you can double-check everything before you confirm your order. You can also print your order confirmation here.

Stock level

You can clearly see whether an item is in stock or not:

availibility of products

Check this again when you place something in your shopping basket. As soon as you log on, we check the stock again, so that this information is always up-to-date.

Ship in 1 parcel

Are not all products in stock?
By default we ship everything in 1 parcel. However, would you already like to receive the available parts? In that case, tick off the field ‘complete’ in order step 2, and forward your order like this.

Shipping instructions

Tick the option ‘Add shipping instructions’ in order step 2 and enter potential remarks for the courier in the field below. These are then printed on the outside of the box.

Outlet products:

Do you like to browse the goods we have on sale? You can recognise these via this logo:

availibility of products

What are the delivery conditions?

Status of your order:

Once your parcel has been assembled, you receive an order confirmation via mail. When your order has left our warehouse, you receive a shipping confirmation from us.

Delivery options:

TVH ships your parcel with DHL.

Ordered: The delivery takes place:
Before 6 p.m. on a working day The following working day if the parts are in stock
Friday (after 6 p.m.) up to and including Sunday The next Tuesday if the parts are in stock

Transport costs:

The transport costs are minimum 6 euros per order. These transport costs depend on the total weight of the order. For orders weighing less than 20 kg, the transport cost is 6 euros. From 20 kg onwards, the transport cost is calculated per kilogram. E.g. for an order weighing 21 kg, you will pay 21 kg x € 0,35 = € 7, 35.

Articles with the tag ‘free transport’ aren’t included in the calculation of the transport costs.

Number of kg Costs:
0-20 kg € 6
20-50 kg € 0,35 per kilogram
50-100kg € 0,30 per kilogram

Track and Trace:

In the shipping confirmation you receive via mail, you will also find a link allowing you to track your parcel online on the DHL website.

Unsatisfactory parcel delivery?

Did you receive your parcel only partially or not at all? Report this to us via the returns request form within 24 hours and we will contact DHL.

Collecting your order?

Unfortunately, products from the webshop cannot be collected.

Let us help you

• Find your answers: FAQ’s

• Call us on +32 56 43 48 66

• Mail us on ecommerce@tvh.com

• Get instant support via our chatservice