Report on delivery

From the manufacturer to the end consumer, our products pass through many hands. Sometimes there can be something wrong with the goods without it being noticed immediately. Most products are supplied pre-packaged to our company. Checking all products is therefore not possible. However, we do our utmost to deliver your order correctly and without damage, with the help of the parcel delivery companies.

Report on delivery
If there is a wrong delivery, breakage/damage (of product or package) or shortage, please report this within two working days, via the Report on delivery form (including photos that show the problem):

Login to our website, go to 'Account' and then to ‘Report on delivery’. There you can file a report on delivery and find an overview of current and finalised reports on delivery.

Always upload photos that show the problem* (except when reporting a missing item, of course). Photos provide us with the information needed for a proper handling with you, and internally with our (freight) carrier and/or suppliers.

* By problems we mean: damaged products/package; too many or too few, missing or incorrectly delivered goods; production errors. Minor or technically unavoidable divergences in quality, design, size, colour, etc., do not constitute grounds for complaint.

Report within two working days
Correct completion of the report on delivery form speeds up handling. The report on delivery form must be filed within two working days of delivery and no later, following which the report will no longer be processed. This, with the exception of errors in the invoice.

PS: Consumer law does not apply to business-to-business (B2B) sales. The 14-day cancellation period does not apply and other guarantee rules apply. See our general terms and conditions.

Handling of reports on delivery
The report on delivery is handled by us online. You will receive notification of the handling by e-mail. You can follow the process via your account. Depending on the kind of imperfections in your order, we handle your report in a particular way. In most cases, we give you a voucher for the value of the product (s) in question. The credit is automatically added to your account by means of a voucher. With your next order, this amount will automatically be deducted from the amount you pay.

Returns
Never just send a product back to our company. If you want to return a product for a specific reason, we also ask you to complete the report on delivery form. Go to '' My account '' and then go to 'File a report on delivery’. Select the relevant product(s), state the reason and mention in the comments section that you would like to return the product(s). Our customer service will then contact you about the procedure to follow.