Warranty and complaints

We care about our products and logically do our best to deliver them to you in top condition. However, it sometimes happens that an order breaks during transport or that something else happens that you can claim under warranty. We request that you notify us of a defect as soon as possible after discovery, preferably within 2 months. If the defect falls within the warranty, we will arrange for repair or replacement free of charge.

The statutory warranty applies to all items that you purchase from us. Legal warranty means that a product is or must do what the consumer can reasonably expect from it.

Complaints


It can always happen that something does not go entirely as planned. We recommend that you first make your complaints known to us by emailing info@touwlamshop.nl. From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.

You will receive a substantive response from us within 14 days of receiving your complaint.