Complaints & guarantee
Complaint’s policy and guarantee explained.
It can always happen that something does not go quite as planned. We recommend that you first make complaints known to us. This can be done by e-mail or by telephone using the contact details below.
Phone: 0031 6 4600 1511
After you have submitted a complaint to us, we will assess it. We then try to find a suitable solution together with you. We will respond to your complaint within 14 days at the latest.
If this does not lead to a solution, it is possible for consumers in the EU to register complaints via the ODR platform of the European Commission. If your complaint is not yet being handled elsewhere, you are free to file your complaint via the European Union platform.
In the event of a complaint, we always look at the legal guarantee that applies to the complaint you have submitted. This means that the article must do what you can reasonably expect from the article. In addition, you are only entitled to a guarantee in the event of a well-founded complaint. The complaint is justified if it is not caused by: damage by intent or negligence, improper use or negligent maintenance, or normal wear and tear.
If your complaint is justified, we will reimburse all costs within the warranty period. In addition to the (factory) guarantees, the rights that you have as a consumer on the basis of the law apply without prejudice. Even after the (factory) warranty period has expired, you can contact us with a justified complaint. Together we try to find a suitable solution.