Claims & Warranty
We do our utmost to pack and ship everything neatly and carefully, but if something does go wrong during shipping, we ask you to report this to us in writing, fully and clearly described, within 14 days of discovering the defect. We will then look for a suitable solution.
 
We stand behind the quality of our products, which is why we do not offer additional guarantees, but products must meet reasonable expectations. Products should not show any defects during their expected lifespan, except for normal wear and tear. The lifespan depends on the type of product. It may happen that a product does not meet these expectations. In that case, you have up to 2 months after discovering the defect to report it to us in writing.
 
If a defect turns out to be a manufacturing fault, you are entitled to free repair or replacement of the product. Compensation, repair, or replacement due to a product defect will lapse if the defect arose as a result of or stems from careless, improper, or inappropriate use of the product, or incorrect storage or maintenance.
 
Complaints will be answered as soon as possible, but no later than within 14 days. If we are unable to resolve the complaint within 14 days, we will notify you in writing and give you an indication of the period within which you can expect a solution. We have 4 weeks after the complaint has been submitted to reach a solution in consultation with you. If we are unable to reach a solution together, you then have the option of submitting the complaint to the European Commission's Online Dispute Resolution service via https://webgate.ec.europa.eu/odr or directly to the General Disputes Committee https://www.degeschillencommissie.nl/over-ons/commissies/algemeen/ within 12 months of reporting the complaint.
 
If you have any questions, please contact us at info@hetnaaldbos.nl , via the contact form on the website or via social media such as Instagram and Facebook.