Beauty salon in Amsterdam for grooming and skin treatments.

Complaints procedure for webshop

Complaints procedure for webshop and remote delivery

  1. The entrepreneur has a sufficiently publicized complaints procedure and handles the complaint in accordance with this complaints procedure.
  2. Complaints about the implementation of the agreement must be submitted fully and clearly described to the entrepreneur within 2 months after the consumer has discovered the defects.
  3. Complaints submitted to the entrepreneur will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur will do so within the period of 14 days
    replied with a confirmation of receipt and an indication when the consumer can expect a more detailed answer.
  4. If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute settlement procedure.
  5. In case of complaints, a consumer must first contact the entrepreneur. If the online store is affiliated with the WebwinkelKeur Foundation and in case of complaints that cannot be resolved by mutual agreement, the consumer must contact
    WebwinkelKeur Foundation (www.webwinkelkeur.nl), he will mediate for free. Check whether this online store has a current membership via https: / /www.webwinkelkeur.nl/ledenlijst/. If a solution is not yet found, the consumer has the option to have his complaint handled by the independent representative appointed by Stichting WebwinkelKeur.
    dispute committee, its decision is binding and both the entrepreneur and the consumer agree to this binding decision. Submitting a dispute to this dispute committee involves costs that are paid by the consumer
    should be submitted to the relevant committee. It is also possible to register complaints via the European ODR platform (http: / /ec.europa.eu/odr).
  6. A complaint does not suspend the obligations of the entrepreneur, unless the entrepreneur indicates otherwise in writing.
  7. If a complaint is found to be justified by the entrepreneur, the entrepreneur will, at his option, replace or repair the delivered products free of charge.