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Complaints

Definitions

In these Terms and Conditions, the following terms shall have the following meanings:

  1. Entrepreneur: the natural of legal person affiliated with the Stichting Webshop Keurmerk and providing distance products and/or services to consumers;
  2. Consumer: the natural person not acting in the exercise of his/her profession or business and entering into a distance contract with the entrepreneur;
  3. Distance Contract: a contract in which, up to the conclusion of the contract, exclusive use is made of one or more technologies of distance communication within the scope of the system organised by the Entrepreneur for distance sale of products and/or services;
  4. Technology for distance communication: a means to be used for concluding an agreement, without the consumer and the entrepreneur being together in the same place at the same time.
  5. Cooling-off period: the period during which the Consumer may exercise the right of withdrawal;
  6. Right of withdrawal:  the option for Consumers to withdraw from the distance contract within the cooling-off period;
  7. Day: calendar day;        
  8. Continuing performance contract: a distance contract concerning a series of products and/or services, for which the offer and/or purchasing obligation is spread over a longer period;
  9. Long-term data carrier: any means that allow the Consumer or the Entrepreneur to store information directed to him/her personally in a way to make future consultation and unaltered reproduction of the stored information possible.

Complaints procedure

1. The Entrepreneur shall have a sufficiently notified complaints procedure and shall handle the complaint in accordance with this complaint procedure.

2. Complaints about the performance of the contract shall be submitted to the Entrepreneur fully and clearly described within a reasonable time after the Consumer has discovered the defects.

3. The complaints submitted with the Entrepreneur shall be replied within a period of 14 days after the date of receipt. Should a complaint demand a foreseeable longer time for handling, the Entrepreneur shall respond within 14 days with a notice of receipt and an indication when the Consumer can expect a more detailed reply.

4. A complaint about a product, a service or an after-sales service that the Entrepreneur provided can also be submitted via a complaints form given at the website of Stichting Webshop Keurmerk www.keurmerk.info. The complaint will then be sent both to the Entrepreneur in question and to Stichting Webshop Keurmerk.

5. If the complaint cannot be solved in joint consultation, there will be a dispute that is open to the dispute settlement rules.

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