BFL® International customer service
As experts in the field of rising damp solutions, BFL® International are committed to excellence, and our technical expertise is backed by professional, top-quality customer service. Whether you want to ask a question or need to return a product, we are here to help, and will respond promptly. Our commitment to you is based on three main principles: to respond to your requests quickly and efficiently, to minimise inconvenience by finding a rapid solution to your problem, and to guarantee satisfaction. Because your trust is our absolute priority. For more information, please see our FAQs.
The I.P.E® and I.P.G® devices
What are the differences between the I.P.E® and I.P.G®, and how do I choose the best device for my needs?
The I.P.E® and the I.P.G® are both designed to treat damp in walls, but each operates in a different way. The I.P.E® is mains-powered, and uses very low audio frequencies to treat damp within your home. These pose no risk to health. The most powerful model can cover a floor area of up to 2,500 m² (26,909.78 sq. ft). In addition, the I.P.E® PRO+ model allows you to monitor changes to moisture levels in your walls using the Rising Damp mobile app. Whatever its size, your home will need only one I.P.E® or I.P.E® PRO+ unit.
The I.P.G®, meanwhile, uses geomagnetic fields, and needs no external power supply. It can treat an area of up to 700 m², and several devices can be installed in a single home if required.
Which device you choose depends on your specific needs, taking into account the floor area to be treated and the time it takes for your masonry to dry.
If you have any questions, please contact a member of our specialist team.
How and where do I install my device?
The I.P.E® requires a continuous power supply, so it must be positioned close to an electrical socket. It also needs to be installed on a load-bearing wall, and should be accessible for monitoring purposes, particularly in the case of the I.P.E® Pro+ with its dedicated mobile app.
The I.P.E® Pro+ must be mounted on a damp, load-bearing wall, or the app will not function. The device will dry your walls as intended, but you won’t be able to monitor progress.
The I.P.G® is supplied with a wall bracket, and must be fixed to a wall (load-bearing or non-load-bearing) at a height of between 1.7 and 2 metres. The I.P.G. needs no power supply as it draws its energy from the Earth’s geomagnetic fields.
For more information on installation, please see our explanatory videos, or download the product file for your chosen device.
What guarantees are there on your products?
We are confident that our devices are both reliable and durable. Each one comes with a 30-year manufacturer’s guarantee. There is also a 2-year guarantee for the mains adaptor supplied with the I.P.E® and I.P.E® Pro+. Your satisfaction is our priority.
Your order
How do I contact Customer Service?
If you have any questions about our products, or you need technical assistance, please contact Customer Service by email on contact@bfl-international.com, or call us on +33 259 100 366. Our team is standing by to help!
What guarantees apply when you ship my products?
When you purchase a Polarity Inverter from BFL® International, your product is shipped Delivery Duty Paid, meaning that we, as sellers, assume full responsibility for the risk and costs associated with transporting goods – including taxes and customs – until you take delivery. This protects you as a buyer, and ensures you have no nasty surprises.
What payment methods are available?
For flexibility and security, you can pay by card either in a single instalment, or in three instalments, interest-fee. We also accept PayPal.
How do I track my parcel?
We’ll send you an email as soon as your parcel leaves our depot.
When do I get my invoice?
You’ll receive an invoice as soon as your purchase is completed.
How long will my parcel take to arrive?
Once your order is confirmed, your product should be with you in no more than 2 weeks.
Under what circumstances can I return my polarity inverter device?
Make sure you check the contents of your parcel as soon as it arrives. If anything appears damaged, you have three days to notify the carrier, by registered letter with proof of receipt, as specified in article L.133-3 of the French Code of Commerce.
If your device fails to function or malfunctions (e.g. one or both LEDs fail), please contact Customer Service, who will send you a DHL voucher for a free courier return. We will inspect your product carefully, then exchange or repair it as quickly as possible.
Returns and customer service
My device has been damaged in transit. What do I do?
Check the device as soon as your parcel arrives. If it has been damaged in transit, let us know either by email on contact@bfl-international.com, or by calling +33 259 100 366. We will tell you how to return your damaged appliance free of charge, and will exchange it for a new one.
My device doesn’t work, what should I do?
Contact Customer Service either by email on contact@bfl-international.com, or by calling +33 259 100 366. We’ll ask some questions to try and work out what’s gone wrong, and will tell you how you can return a faulty device free of charge.
How do I return my order?
If your device is faulty, contact Customer Service in the first instance, either by email on contact@bfl-international.com or by calling +33 259 100 366. We’ll send you a DHL voucher so you can return the product at no cost to you. Once we’ve received your parcel we’ll carry out a detailed inspection, and depending on what we find, we’ll either repair or replace your device. Our team will be on hand throughout the process to answer any questions you may have, and will stay in touch to let you know what’s happening at every stage.
