Complaints
It is always annoying when something went wrong with your order, your payment or the shipment. If it did happen that you have a complaint about the article that you received from us, we request that you report it to us.
We request that you report your complaint to us by email (see below). If it concerns a defect or a broken part, we request that you send us 5 or more photos so that we can take action against the carrier and/or supplier.
The 5 photos should be of the following subjects:
- The entire size / outside of the package with the package label visible;
- An opened package with the contents and the inner packaging INSIDE the package clearly visible;
- All types of inner packaging that you find in the package;
- The entire size of the article;
- Detail photo / Close up of the concrete damage to the article;
We will then contact you to determine what solution we can find to resolve the complaint. Depending on the situation regarding your complaint, supplier, etc., we aim to respond to you within 5 working days or offer a solution.
With regard to your complaints, we would like to inform you:
- We take every complaint seriously
- Your complaint will be treated confidentially
- Action will be taken on the basis of your complaint (if justified)
- You will receive a response within 5 working days of receipt of your complaint
Would you like to make a complaint known to us? Please report this via our customer service or via the contactform below.
For consumers only
Our general terms and conditions also pay attention to Disputes. If you cannot reach an agreement with us, you can contact the Disputes Committee of Webshop Keurmerk:
ARTICLE 15 - Disputes
1. Agreements between the entrepreneur and the consumer to which these general terms and conditions apply are exclusively governed by Dutch law.
2. Disputes between the consumer and the entrepreneur regarding the conclusion or performance of agreements relating to products and services to be supplied or supplied by this entrepreneur can, subject to the provisions below, be submitted by both the consumer and the entrepreneur to the Webshop Keurmerk Disputes Committee via info@keurmerk.info.
3. A dispute will only be handled by the Disputes Committee if the consumer has first submitted his complaint to the entrepreneur within a reasonable time.
4. The Disputes Committee will not handle a dispute or will discontinue handling it if the entrepreneur has been granted a moratorium, has gone bankrupt or has actually ceased his business activities.
5. If, in addition to the Webshop Keurmerk Disputes Committee, another recognised disputes committee or one affiliated with the Foundation for Consumer Disputes Committees (SGC) or the Financial Services Complaints Institute (Kifid) is authorised, that other Disputes Committee shall have exclusive jurisdiction for disputes.
Contactform