It can always happen that something doesn't go quite as planned. We recommend that you first make complaints known to us by emailing info@everplant.nl. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil . 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 deposit your complaint via the platform of the European Union.
You can send an email to: info@everplant.nl with your order number as subject and in the email a clear description of the complaint with as much information as possible, such as photos and any other communication that has already been sent.
Complaint handling and disputes
- The entrepreneur has a sufficiently publicized complaints procedure and handles the complaint in accordance with this complaints procedure.
- Complaints about the implementation of the agreement must be submitted to the entrepreneur within a reasonable period of time, fully and clearly described, after the consumer has discovered the defects.
- Complaints submitted to the entrepreneur will be answered within a period of 30 days from the date of receipt. If a complaint requires a foreseeable longer processing time, the entrepreneur will respond within the period of 30 days with a notice of receipt and an indication when the consumer can expect a more detailed answer.
- Only Dutch law applies to agreements between the entrepreneur and the consumer, insofar as private international law allows this.
- A dispute will only be handled by the Disputes Committee if the consumer has first submitted his complaint to the entrepreneur within a reasonable period of time.
- When the trader requests intervention, the consumer must state in writing within five weeks of a written request to that effect by the trader whether he wishes to do so or whether he wishes to have the dispute dealt with by the competent court. If the entrepreneur does not hear the consumer's choice within the period of five weeks, the entrepreneur is entitled to submit the dispute to the competent court.
- The Disputes Committee will not handle a dispute or will discontinue handling it if the entrepreneur has been granted suspension of payments, has gone bankrupt or has actually terminated his business activities before the committee has dealt with a dispute at the hearing and issued a final decision. has been pointed out.