Den Hoek

Returns and complaints webshop order

Returns and complaints webshop order

Returns webshop order

You have a cooling-off period of 14 days to return the product that you have ordered through our webshop without giving any reason, starting on the day of receipt of the product. You have 14 days from the time of the return notification to return the product. The product can only be returned unused and, if possible, in its original packaging.

The return costs are for your account for returning the order.

We will credit the amount within 14 days.

You can also use the model form. Click here to download the Model withdrawal form .

The entrepreneur will reimburse all payments from the consumer, including any delivery costs charged by the entrepreneur for the returned product (if the entire order is returned), without delay but within 14 days following the day on which the consumer notifies him of the withdrawal.

Unless the entrepreneur offers to collect the product himself, he may wait to pay back until he has received the product or until the consumer demonstrates that he has returned the product, whichever is the earlier.

The entrepreneur uses the same payment method that the consumer has used for reimbursement, unless the consumer agrees to a different method. The reimbursement is free of charge for the consumer.

If the consumer has opted for a more expensive method of delivery than the cheapest standard delivery, the entrepreneur does not have to repay the additional costs for the more expensive method.

Complaints procedure webshop

If you have a complaint about your webshop order, you can contact us in the following way:

  • via email:
  • in writing: Bisschopsweg 2, 3732 HW De Bilt

We request that you send the following information

  • Your name
  • Webshop order number / invoice number
  • Description of your complaint

We will contact you as soon as possible about how we can handle the complaint.

Dispute procedure via Stichting Webshop Keurmerk

If a dispute exists, mediation is possible by the Stichting Webshop Keurmerk. If the mediation does not lead to the desired result, the dispute can be submitted to the Webshop Disputes Committee of the SGC ( ).

A complaint to the SGC is only possible if the provider is still active and has not ceased activities, has applied for a moratorium or is bankrupt.

The provider is obliged to cooperate in the settlement of disputes by the Webshop Disputes Committee and to comply with the resulting binding advice.

Dutch law applies to all agreements with consumers living in the Netherlands. The provider submits to the jurisdiction of the competent court of the place of residence of the consumer or of the place of business of the provider. This at the consumer’s choice.

Scroll to Top