Warranty & Repair
Warranty & Repairs
Sometimes things don’t go quite as planned. No worries — we’re here to help you sort it out quickly and smoothly. Below you’ll find all the information about returns, warranty, and repairs. Still stuck? Our team is happy to help and think along with you.
My order is incomplete
- Did you order background paper longer than 2.75 meters? Then it will be shipped separately with a different carrier. So it's possible this package will arrive a bit later.
- Also check the packing slip that came with your order. Sometimes an item is delivered later, for example because it was temporarily out of stock. In that case, we’ll automatically put it on backorder for you.
- Still missing something? Let us know — we’ll take care of it right away.
The packaging is damaged
- Always check the packaging upon delivery. Does the box look damaged? Report it immediately to the delivery person.
- Note the damage on the carrier’s delivery slip and take clear photos of the damage and packaging.
- Then contact us right away so we can help you quickly.
My product doesn't work
- Sometimes a product arrives with a defect. We call that a DOA (Dead on Arrival).
- Take clear photos of the issue so we can quickly assess what’s going on.
- Contact us — we’ll take a look right away and find a solution.
Is this covered under warranty?
- Almost all of our products come with a standard 2-year warranty.
- Some products have even longer coverage. You’ll find the warranty period on the product page or your invoice.
- Exceptions include consumables like batteries, rechargeable batteries, lamps, and flash tubes.
Is my repair free of charge?
- Is your product still under warranty? Then the repair is completely free.
- Is the warranty expired? We’ll first send you a quote for approval.
- If the product turns out not to be defective, we charge a €30 inspection fee.
How can I speed up my return or repair?
- Always contact us first. We can often solve the issue remotely.
- Clearly mark the package with ‘Repair’ so we can process your shipment quickly.
How do I return an item?
- Return only the defective part, without accessories.
- Use the original packaging or a sturdy outer box.
- Always include a fully completed repair form.
How long does a repair take?
- Many repairs can be done in our own workshop, often within a few working days.
- Sometimes a product needs to be sent to the manufacturer. In that case, it may take a bit longer.
- Want an estimate of the turnaround time? Feel free to contact us.
My flash isn’t working
- Is your flash unit defective? In many cases, the flash tube itself can be replaced easily.
- Prefer some help? Let us know — we’re happy to assist.
What are your contact details?
- Benel
- Attn. Repairs – Buitenvaart 1127a, 7905 SE Hoogeveen
- info@benel.nl | +31 (0)528 - 234828
Important conditions
- If no defect is found, we charge a €30 inspection fee.
- Repairs outside warranty are charged at €95 per hour (excl. VAT).
- For repairs over €75, we will wait for your approval first.
- Private customers can return items within 14 days, provided they are in like-new condition.
- Business returns are only possible by agreement, with return costs starting at €10.
- All completed repairs come with a standard 3-month warranty.