Complaints and Returns
If you have a complaint about the goods ordered, services provided or our service provision in general, we request to send us your complaint by mail to firstname.lastname@example.org stating "complaint" in the subject. We ask you to include the following information in the content of the email:
- Your order number and order date
- The goods ordered
- The nature of the complaint
- Your expectation with regard to an appropriate solution
We will handle your complaint within 5 workdays. You receive a confirmation of receipt of the complaint and we respond substantively to your complaint within 14 days.
Return / Exchange
In certain cases (see general terms and conditions) you may return the goods within a certain period of time without stating reasons. You will then be refunded. If the right of return is not of application, we request to contact us by telephone; perhaps we are able to achieve a solution together.
Read all the information on this subject on our page about right of withdrawal.
Complaints of consumers
When you have gone through the steps stated above and the complaint cannot be solved by us, consumers have the possibility to lodge a complaint at the "Arbitration Committee Thuiswinkel". Have a look at the website of the arbitration committee for more information: www.sgc.nl. You are also able to submit your complaint to the Arbitration Committee through the European ODR Platform: (https://ec.europa.eu/commission/index_nl)