It is, of course, annoying if you have a complaint about the service. We kindly ask you to follow up your complaint regarding the delivery according to our procedural rules, as stated below. We do our utmost to resolve your complaint as well as possible for you.
You can email: firstname.lastname@example.org with your order number as the subject and in the email a clear description of the complaint with as much information as possible as support, such as photos and any other communication that has already been addressed.
Complaints handling and disputes
- The entrepreneur has a well-publicized complaints procedure and handles complaints in accordance with this complaints' procedure.
- Complaints about the implementation of the agreement must be submitted to the entrepreneur within a reasonable period, fully and clearly described, after the consumer has discovered the defects.
- Complaints submitted to the entrepreneur will be answered within 30 days from the date of receipt. If a complaint requires a foreseeable longer processing time, the entrepreneur will reply within 30 days with a confirmation of receipt and an indication when the consumer can expect a more detailed answer.
- Contracts between the entrepreneur and the consumer are exclusively governed by Dutch law, insofar as private international law permits.
- A dispute will only be handled by the Disputes Committee if the consumer has first submitted his complaint to the entrepreneur within a reasonable period.
- When the entrepreneur requests the intervention, the consumer will have to state in writing within five weeks after a request made in writing by the entrepreneur whether he wishes to do so or whether the competent court should handle the dispute. If the entrepreneur does not hear of the consumer's choice within five weeks, the entrepreneur is entitled to submit the dispute to the competent court.
- The Disputes Committee will not deal with a dispute or will discontinue the proceedings if the entrepreneur has been granted a moratorium, has become bankrupt or has terminated its business activities before a dispute has been dealt with by the committee at the hearing and a final decision has been pointed out.
The EU Commission provides a platform for online dispute resolutions (ODR) which can be accessed at https://ec.europa.eu/consumers/odr/. This platform serves as a contact point for out-of-court settlement of disputes arising from online sales or service contracts in which a consumer is involved.