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Complaints and returning goods

Complaints and returning goods

 

1. Important information

Traffic-Shop takes utmost care to deliver the goods you ordered from us on time and in perfect condition.

As a private individual who bought products for your personal use you have the right to cancel your order within 14 days of delivery. You can find all relevant information about this in the section “Right of Cancellation” under the heading Information at the bottom of all our webpages.

We also offer you the statutory 2-year warranty. You can find details on this in our General Terms and Conditions, which are also under the heading Information.

As a company or professional customer, the right of cancellation and statutory warranty does not apply to you. This does not mean that we take your complaint less seriously!

2. Complaints

It is possible that you are not entirely satisfied with our products or service when, for example our products arrives damaged or if you don’t receive the correct number of items that are listed on the packing slip. Information about this can be found in our General Terms and Conditions, but we would like to explain here in less legalese what you should do (and, of course, what we will do).

  • First of all, contact us by mail ( [email protected] ) or by phone (+32 (0)2 410 25 03) and explain to us as clearly as possible what the problem is.
  • Make sure you that you contact us timely. If you complain about damaged goods or a wrong delivery (those are visible defects), you should do so within 3 days from delivery. If you can see that the goods are damaged when the delivery is made, you should refuse delivery or at least ensure that the delivery-person records on the delivery note that the goods are damaged before you sign for receipt. In this case you should still inform us within 3 days that the goods were damaged. If the goods have other defects which could not been seen when you received them (so-called hidden defects), you should inform us within 7 days from their delivery.

  • In most cases we will tell you immediately whether we agree with your complaint and how we are going to put things right. If your complaint is a bit more complicated and we need to look into it in more detail, we promise you that we will answer you within 7 days.

  • If we are unable to find a solution that would be acceptable to both parties, you may contact SafeShops as a consumer. SafeShops.be will mediate between the consumer and the seller if, at first sight, they deem the complaint to be well-founded. You can reach them via the complaint form at https://www.safeshops.be/nl/consumers-complaints or in writing: Kapelsesteenweg 195 / 1,2180 Ekeren. [email protected]

  • For an out-of-court settlement of the dispute, the Consumer Ombudsman Service of the Federal Government is authorized to receive any request for out-of-court settlement of consumer disputes. The latter will in turn either process the application itself or forward it to a qualified entity. You can reach the Consumer Ombudsman Service via this link: https://consumerombudsman.be/en

  • In case of disputes of a cross-border nature, you can also make use of the Online Dispute Resolution platform of the European Union via this link: http://ec.europa.eu/odr

3. Sending goods back following a claim.

Naturally it is impossible to determine in advance how we will resolve a specific complaint with you. It is, for example, possible that we agree with you to send the delivery back to us and that we replace it or reimburse you.

If we agree with you that products are returned to us as a result of a well-founded claim, we will naturally pay for the cost of returning the goods. We will inform you how that is going to happen once we know details of the goods that need to be returned.

 

Contact us [email protected]

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