Complaints scheme
It's naturally frustrating if you have a complaint about our products or services. We'd like to assist you further and provide a desired solution. You can email us at: [email protected]
Our customer service department will review the complaint and attempt to resolve it to everyone's satisfaction. Upon receipt of your complaint, you'll naturally receive a confirmation from us.
We'll respond to your complaint within 14 days of receipt; if it requires more time, we'll inform you accordingly.
We recommend making complaints known to us initially by emailing [email protected]. If this doesn't lead to a resolution, it's possible to register your dispute for mediation via Stichting WebwinkelKeur. Since February 15, 2016, consumers in the EU also have the option to lodge complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not already being dealt with elsewhere, you're free to deposit your complaint via the platform of the European Union.
Here are the steps we take to address both matters:
Complaint Handling:
- Customer Service: We have a dedicated customer service team available through various channels such as phone, email, and social media. Customers can submit their complaints and receive a prompt response.
- Complaint Registration: All complaints are carefully recorded, including details such as the nature of the complaint, customer contact information, the product in question, and the date of complaint receipt.
- Analysis and Escalation: Our team analyzes complaints to identify patterns or trends. If necessary, complaints are escalated to higher management levels for quick and effective solutions.
- Solutions and Compensation: We strive to resolve complaints satisfactorily. This can vary from product replacement, refund, vouchers, or other appropriate forms of compensation depending on the nature of the complaint.
Product Recalls:
- Product Quality Monitoring: We have stringent quality control measures to ensure our products meet all requirements and standards.
- Risk Evaluation: We regularly conduct risk assessments to identify potential safety risks that may affect our products.
- Communication and Action: If a product needs to be recalled due to safety issues, we immediately initiate a communication campaign to customers and stakeholders. This includes providing clear instructions on what to do and how to return or replace the product.
- Collaboration with Regulatory Authorities: If necessary, we closely collaborate with relevant regulatory authorities and follow their guidelines for product recalls to ensure the issue is addressed in the most appropriate and lawful manner. Additionally, we are registered with Safety Gate: https://ec.europa.eu/safety-gate-alerts/screen/webReport#recentAlerts
By following these processes and protocols, we aim to effectively address customer complaints and promptly respond to any safety issues with our products.