Complaints about the implementation of the agreement must be in writing, stating clearly and completely within 7 days submitted to the entrepreneur, after the consumer has discovered the defects.
A complaint will be considered if:
a. the order is placed / closed by entrepreneur
b. an entrepreneur may receive the name and address of the consumer / client.
A customer must be submitted in writing via letter, e-mail ([email protected], through our customer service (contact), or through the account of consumers.
Written comments can be sent to:
Attn: Customer Service
3526 KV UTRECHT
The entrepreneur complaints within a period of 14 days from the date of receipt. If a complaint is a foreseeable longer processing time, then answered by the operator within the period of 14 days with a notice of receipt and an indication if the consumer can expect a more detailed answer
If the complaint can not be resolved by mutual agreement creates a dispute that is subject to dispute.
Complaints that can not be solved by mutual agreement, the consumer should turn to Foundation Webwinkelkeur ( www.webwinkelkeur.nl ), it will mediate free. If there is not yet a solution be reached, the consumer has the possibility to deal with his complaint Foundation Dispute Online(www.geschilonline.com), the award of this is binding and both entrepreneurs and consumers agree with this binding judgment. At the submission of a dispute to the arbitration board are costs which must be paid by the consumer to the relevant committee. 15 February 2016, it is also possible to file complaints for consumers in the EU to sign up via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. When you complaint not yet elsewhere in treatment is then you are free to give you complaint to deposit via the platform of the European Union.
A complaint to the obligations of the employer does not, unless the operator specifies otherwise in writing.
If a complaint is upheld by the operator, the operator will contact the supplier and proposals, the selection of suppliers to replace the products supplied free of charge or repair. The supplier is responsible for this and always a final decision.
We also refer to our Terms of paragraph 14.