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EME-Napoleon has a complaints procedure and handles the complaint in accordance with this complaints procedure.

Have you found any defects? Complaints must be submitted fully and clearly described to within 7 days.

You will receive an answer from us within 14 days (calculated from the date of receipt). If the complaint cannot be resolved in mutual consultation, you can contact Stichting WebwinkelKeur, which will mediate free of charge. If a solution is not yet reached, you have the option to have your complaint handled by the independent disputes committee appointed by Stichting WebwinkelKeur, the decision of which is binding and both you and agree to this binding decision. There are no costs associated with submitting a dispute to this disputes committee. It is also possible to register complaints via the European ODR platform.

A complaint does not suspend the obligations of, unless we indicate otherwise in writing.

If a complaint is found to be well-founded by, we will, at our discretion, replace the delivered products free of charge.