Frequently asked questions

Yes. Business customers from Belgium and other EU countries can order from Bar2Charge with 0% VAT (reverse charge VAT), provided the conditions for intra-community supply are met.

It is important that you enter the details in the shopping cart before checkout:

1. Enter your valid VAT number correctly and without points in the shopping cart.
2. Enter the email address you also use for the order.
3. Then proceed from the shopping cart to the checkout page.
4. When the VAT number has been successfully verified, the VAT will be automatically adjusted to 0% during checkout.

NB: Only finalize the order after you have verified that the VAT has actually been adjusted to 0%.

Is the VAT not being adjusted automatically? Then first check if the VAT number has been entered correctly and without dots, and if you are using the same email address. If you experience any problems, please contact us before completing the order.

Yes. Select Pick Up during checkout. You can usually pick up your order within 24 hours at our location in Helmond. You will receive a message from us as soon as your order is ready.

Pickup is possible during the following time slots:

• 12:00 - 16:00
• 16:00 - 22:00

Our warehouse is located at the following address:
Molenstraat 118, 5701 KJ Helmond.

One of our warehouse employees is ready to hand over your package to you.

Orders that are in stock and placed on working days before 18:00 are, in most cases, shipped the same day via PostNL. The expected delivery time is always stated on the product page. For pre-order items, your order will be shipped as soon as the product is back in stock.

Has your order not arrived yet? First check the Track & Track to view the current status of your shipment.

Check your track & Route
After shipment, you will receive a shipping confirmation from us with a tracking number. & Track link. This allows you to see where your package is located and when delivery is expected.

Check the delivery information
Is your package marked as delivered? Then check if the package has been delivered to the neighbors, a housemate, or an agreed-upon safe place.

Please take into account possible delays
Although most packages are delivered on time, a carrier may sometimes experience delays. You can usually find the most up-to-date information via Track. & Route.

Package shows as delivered, but received nothing?
In that case, please contact us. We can check the shipment and, if necessary, initiate an investigation with the carrier.

Need help?
Can't figure it out? Feel free to contact our customer service and mention your order number. We are happy to help you.

Yes, that is possible. During checkout, choose delivery to a parcel point. After you have completed the payment, you will automatically be given the option to select your desired PostNL or DHL pick-up point.

NB: Do not close the page immediately after payment. First choose your desired drop-off point so that we can ship your order to the correct location.

We offer free shipping within the Netherlands and Belgium for orders over €100, -. For orders under €100, - we calculate €6,75 shipping costs. For shipping to Germany and other European countries, the shipping costs amount to €9,95. Any deviating shipping costs will be clearly displayed during checkout.

Yes. You can return your order within 30 days of receipt. The return costs are at your own expense, unless it is a warranty case or a product delivered incorrectly by us.

The product must be returned complete and, if reasonably possible, in its original condition and packaging. For damaged, used, or incomplete items, we may charge a reduction in value. You can find more information on our Shipping page. & Returns page or contact our customer service.

It is not possible to exchange a product directly with us. Would you like to receive a different product? Then you can register the current product for return and subsequently place a new order.

As soon as your return has been received and processed by us, the purchase amount will be refunded within five working days. You do not have to wait for this: after registering your return, you can also immediately reorder the desired product.

Do you need help choosing or ordering the right product? Please feel free to contact our customer service.

You can easily register your return via your Bar2Charge account. Log in with the same email address you used when placing your order. From your account, you can open the relevant order and submit a return request.

Log in to my account

You have 30 days to register your return after receiving your order. Please ensure that the product is returned complete and, as far as reasonably possible, in good condition.

As soon as we have received and checked your return, we will process the refund. The amount will be refunded via the same payment method you used for the order.

Are you having trouble registering your return or can't find your order? Then please contact our customer service.

Yes. You may inspect and assess the product as you would in a store. If the product has been used beyond what is necessary to determine its nature, characteristics, and functioning, we may charge for depreciation.

Depending on the condition of the returned product, the depreciation in value can amount to, for example, up to 15% for clear signs of use and up to 10% for missing accessories or parts. In the event of serious damage, the depreciation in value may be higher and, depending on the actual damage and the remaining value of the product, amount to 50% or more.

The stated percentages are not automatic penalties. We assess each return individually and only charge a depreciation fee that corresponds to the actual decrease in value of the product.

Damage resulting from improper use or incorrect installation is assessed separately and is not automatically covered by the right of return or warranty.

In principle, the use of a suitable charging solution does not invalidate your car's warranty. However, it is important that the charger is compatible with your vehicle and is used according to the instructions. Warranty conditions may vary by car manufacturer. If in doubt, we advise you to consult your car manufacturer's warranty conditions.

A minimum 2-year warranty applies to all our charging solutions. Depending on the model, the warranty can extend to 5 years. The exact warranty period is stated on the product page.

If a defect occurs within the warranty period as a result of a manufacturing or material fault, we will cover the return costs and, depending on the situation, arrange for the repair or replacement of the product.

Do you have a problem with a product and do you think it is covered under warranty? Then please contact our customer service and provide your order number, a clear description of the problem and, if possible, photos or a video showing the problem.

We first assess the report based on the information provided. Sometimes we can resolve the problem remotely, or we ask you to perform a few checks.

Is further investigation required? Then you will receive instructions from us for returning the product. In the event of a valid warranty claim, the return costs will be covered by Bar2Charge.

Upon receipt, the product is inspected. Depending on the defect and the situation, the product will be repaired or replaced. If repair or replacement is not possible or reasonable, we will work together to find a suitable solution.

Our charging products come with a standard 2-year warranty, unless a different warranty period is stated on the relevant product page.

Damage caused by, for example, improper use, incorrect installation, external damage, or use contrary to the instructions is not automatically covered by the warranty.

Do you have a warranty claim? Please contact us; we will guide you through the entire process.

The charging time depends on the battery capacity of your car, the maximum AC charging power of the car, and the available charging power of the charging solution.

Example: a 60 kWh battery that is nearly empty charges approximately:

• 3.7 kW: ± 16 to 18 hours
• 7.4 kW: ± 8 to 9 hours
• 11 kW: ± 5 to 6 hours

With an RFID card, you can start and stop charging. This prevents unauthorized persons from using your charging station. On selected models, it is also possible to disable the RFID function. The charging station then operates in Plug mode. & Play mode and starts charging automatically as soon as the charging cable is connected. Which features are available varies by model and is listed on the product page.

That depends on your car and the electrical connection at home. Virtually all electric cars in Europe use a Type 2 connector. Are you unsure? Feel free to contact us for personal advice.

No. We advise against opening a charging station yourself, replacing parts, or making modifications. This could compromise safety, affect the operation of the device, and void the warranty.

Are you experiencing a malfunction or is the charging station not working properly? Please contact our customer service. We are happy to help you find a suitable solution.

You can use a mobile charger immediately. For a fixed charging station, we recommend installation by a certified installer.

That depends on two factors: your home's electrical connection and your car's onboard charger. Therefore, first check whether your meter box has a 1-phase or 3-phase connection and what your car's maximum AC charging capacity is. Not every electric car can charge at 11 kW or 22 kW, even if your home has a 3-phase connection. Are you unsure? Feel free to contact us; we are happy to help you choose the right charging solution.

This varies by car model. Please contact us or check your car's product specifications.

Yes. We offer charging solutions for virtually all electric cars and plug-in hybrids. Most European vehicles use a Type 2 connector, but we also supply Type 1 charging cables and Type 1 adapters for cars with a Type 1 connector. Unsure which connector your car has? Please feel free to contact us; we would be happy to advise you.

Yes. On most models, you can easily set the charging current so that you can safely charge on various sockets.

We advise against the use of an extension cord. A portable charger operates safest when connected directly to a properly grounded outlet. An unsuitable or poorly unrolled extension cord can overheat, especially during prolonged charging at a high current. Is an extension cord truly necessary? If so, use only a high-quality, fully unrolled cable suitable for the load.

Yes. With a suitable portable charger, you can safely charge via a grounded 230V outlet. Please note that this is slower than charging via a charging station.

No. You plug a portable charger into a wall socket or power connection and can easily take it with you. A charging station is a fixed installation for home or work.

Yes. All charging stations and mobile chargers also function without the app.

Check if your phone is connected to a 2.4 GHz Wi-Fi network and keep the charger close to the router while pairing.

Which app you need depends on the type of charging product. Many Bar2Charge charging products work with Smart Life or Tuya, while some models use a different app. The product page states which app belongs to your charging product.

To download the correct app and a step-by-step explanation on linking, go to our App guide & downloads.

Yes, both the Smart Life app and the Tuya Smart app are free to download and use. No subscription fees are required for the standard functions of our chargers.

Yes. With every charging station and mobile charger, you receive a clear English or Dutch manual. For most models, the manual can also be downloaded digitally via the product page, so you can easily consult it at any time.

Yes. Our charging stations, mobile chargers, and charging cables are designed for safe outdoor use and are resistant to rain, splashes, and normal weather conditions. Depending on the model, our products have an IP65, IP66, or IP67 rating. The products are not intended to be submerged underwater or exposed to standing water for extended periods. Always consult the product specifications for the exact IP rating.