Complaints procedure at Napoleonbestek.nl
Are you dissatisfied with a product, your order or our service? Please let us know. We take every complaint seriously and will work with you to find an appropriate solution as quickly as possible.
How can I submit a complaint?
Do you have a complaint or have you discovered a defect in a product? Please contact us as soon as possible and describe your complaint as fully and clearly as possible.
You can submit your complaint through our Customer Service.
Where possible, please include your order number and, for complaints concerning a product, attach clear photographs. This will help us assess and process your complaint more quickly.
When will I receive a response to my complaint?
We will respond within 14 days of receiving your complaint at the latest. If we need more time to investigate your complaint, we will let you know when you can expect a substantive response.
What happens to my complaint?
We will assess your complaint and, if necessary, contact you for additional information.
If your complaint is justified, we will provide an appropriate solution depending on the circumstances and your statutory rights. This may include, for example, repair, replacement or a refund.
What can I do if we cannot resolve the complaint together?
If we are unable to resolve your complaint by mutual agreement, you can submit the dispute to Stichting WebwinkelKeur for mediation.
If mediation does not result in a solution, the dispute may, where applicable, be submitted to the independent disputes committee appointed by Stichting WebwinkelKeur.
Does submitting a complaint affect my payment obligations?
Submitting a complaint does not automatically suspend your obligations towards Napoleonbestek.nl, unless we agree otherwise with you in writing.