It is of course very annoying if you have a complaint about our products. However, we kindly ask you to follow your complaint about the delivery according to our procedure rules, as mentioned below. We will do our utmost to resolve your complaint as best we can for you.
We recommend that you first make complaints known to us by emailing [email protected]
If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur. From 15 February 2016, it will also be possible for EU consumers to register complaints via the European Commission’s ODR platform. This ODR platform can be found on http://ec.europa.eu/odr. If your complaint is not yet pending elsewhere, you are free to file your complaint through the European Union platform.”
Phone: 003170 4300 987
Email: [email protected]
We will always answer your complaint within 14 days of receipt, if we need more time, we will notify you.
1. Damage or supply errors:
Is the received package incomplete or defective? Please report this as soon as possible, you have 24 hours to do so after delivery. Clearly describe the damage or defect and add visible damage photos. Send us an email([email protected])with the following:
- A clear description of the defect or damage(s). Would also like a photo with visible damage on it
- Always include your name (or the name under which was ordered) and the order number
- Upon receipt of the notification, we will give you a response, with the return instructions if applicable
2. Return; defective item within or outside the warranty period:
If you have a defective item within the warranty period, please email us to [email protected] with your details and a short description of the complaint. You will then receive instructions via e-mail.
NOTE: If it turns out that the defect was caused by incorrect use, we are obliged to charge you the costs incurred at that time.
Do you want to return a defect outside the warranty period? Please contact us by e-mail.
3. Return – within 14 days:
You have the right to cancel your order up to 14 days after receipt without giving a reason, provided the seal is not broken. If the seal is completed, your order will be final and will not be returned. If you use your right of withdrawal, you will have a further 14 days to return your product after cancellation. You will then be credited with the full order amount including shipping costs. Only the costs for return from your home to the webshop are at your own expense. These costs are approximately 6.95 per package, see the exact rates on your carrier’s website. If you use your right of withdrawal, the product with all the accessories supplied and – if reasonably possible – will be returned to the entrepreneur in its original condition and packaging. To use this right you can contact us via [email protected] We will then refund the order amount due within 14 days of registration of your return provided that the product has already been returned in good order.
For a return that is covered by “Return – within 14 days” the return costs are at your own expense.
4. Return instructions – within 14 days:
Products must be returned cleanly and completely. If possible, return the products to the supplied original cardboard box.