Complaints regulation
The entrepreneur has a well-publicized complaints procedure and handles
the complaint in accordance with this complaints procedure.
Complaints about the performance of the agreement must be complete within 7 days
clearly defined are submitted to the entrepreneur, after the consumer’s defects
has detected.
Complaints submitted to the entrepreneur are counted within a period of 14 days
from the date of receipt. If a complaint is a foreseeable longer
processing time, will be answered by the entrepreneur within the period of 14 days
with a notice of receipt and an indication when the consumer is more detailed
answer can expect.

If the complaint can not be resolved by mutual agreement, a dispute arises
that is susceptible to the dispute resolution.

In case of complaints, a consumer must first turn to the entrepreneur. If
the webshop is affiliated with Stichting WebwinkelKeur and complaints that are not
mutual consultation can be resolved, the consumer must turn to the Foundation
Web ShopKeur (, it will mediate free of charge. Check this
webshop has an ongoing membership via Should there be
have not yet come to a solution, the consumer has the possibility of his complaint
to be treated by the independent appointed by Stichting WebwinkelKeur
Disputes Committee, the decision of this is binding and both entrepreneur and consumer vote
in with this binding statement.

There are costs associated with submitting a dispute to this disputes committee
the consumer must be paid to the relevant committee. It is also possible
to register complaints via the European ODR platform (
A complaint does not suspend the obligations of the entrepreneur, unless the entrepreneur
indicates otherwise in writing.

If a complaint is found to be well-founded by the entrepreneur, the entrepreneur will go to her
choice or replace or repair the delivered products free of charge.