Guarantee & complaints
Is anything wrong? We'll look for a solution together.
Guarantee and service if something goes wrong
Does a product not work properly, has something become defective or do you have another complaint? Let us know. We are happy to look into it with you and look for a suitable solution
Many issues can be reported directly from your order. Is your order not in your account or can you no longer make a report there? We will of course still help you further.
Problem with a product?
Can you see your order in your account? Open the order, select the relevant item and indicate what the issue is. You will automatically be shown the options available for your order.
Order not in your account?
Have you ordered from us before, but the order is not listed in My Orders? No problem. Get in touch with us and, if possible, quote your order number and the item in question. We will look up your order and help you further.
What can you expect from us?
You can expect that a product, under normal use, does what you may reasonably expect of it. Does a problem arise? Report it to us. We will first look at what is going on precisely and then search for a suitable solution.
Depending on the situation, that could for example be advice, a replacement part, repair, replacement or another suitable solution.
An additional manufacturer's or product guarantee is separate from the statutory rights you have as a consumer.
This allows us to help you more quickly
Describe the problem as clearly as possible. Photos or a short video can help us assess what is going on more quickly.
Keep to hand if possible:
- your order number;
- the article number or the product name;
- a clear description of the problem;
- photos or video showing the problem.
Do not return a faulty product straight away. Not every problem requires a return. Sometimes we can help you remotely or, for example, replacing a part is a better solution.
When might an issue potentially not be covered under warranty?
Not every problem or defect automatically falls under warranty. Damage caused by, for example, misuse, incorrect installation, modifications to the product, normal wear and tear, or external influences may be excluded from the warranty.
In doubt? Just report the issue to us. You don't need to determine in advance whether something is covered by warranty. We are happy to look into it with you and assess what an appropriate solution is in your situation.
A complaint? Let us know
Aren't you satisfied with a product, order or our service? Then we'd love to hear about it. We take your complaint seriously and want to be given the chance to put it right.
Describe your complaint as clearly as possible and, if possible, include your order number in the event of a complaint about an order. We will look into what happened and contact you to work together towards a suitable solution.
We pakken je klacht zo snel mogelijk op en nemen contact met je op. Is er meer onderzoek nodig? Dan houden we je op de hoogte en laten we weten wanneer je een antwoord kunt verwachten.
What's the matter?
Product is not working properly
Report it from your order.
Order not visible
Get in touch with us and we'll look it up.
Not happy with our service?
Let us know. We'll be happy to sort it out.
Or take contact with us
Together we go further
Not every problem is the same and sometimes a personal chat is just easier. Are you in doubt about a product, warranty or the best solution? Feel free to contact us. Our staff are happy to think things through with you.