WARRANTY & REPAIR
How can I report a complaint?
You can report a complaint by e-mail. You will find the email address on the customer service page. When you report a complaint, we will process it and you will receive confirmation of your complaint within two working days. You will receive a substantive response within a maximum of 14 days.
Received a damaged or defective item
If you have received a damaged or defective item, it is best to contact our customer service. Does the item become defective within the 30-day trial period? Then report your complaint to customer service. We will then look for a solution together.
Report an item complaint
It may happen that an item does not meet your expectations or that an item becomes defective in the short term. Report your complaint to customer service and we will look for a solution together and possibly replace the product.
Whether you are entitled to a warranty depends on whether you can prove that you purchased the item from Equalite.nl and at what price and whether the damage occurred within the stated warranty conditions and the warranty period. If this is the case, the damage will be compensated or a new item will be delivered free of charge or the item will be repaired free of charge.
You can reasonably assume that an item will have a certain period must function properly. Does an item become defective after the (factory) warranty period has expired through no fault of your own? Please contact customer service, we will work with you and possibly the supplier to find a solution.
Warranty period
All items you purchase from us have a warranty period of 6 months. If you purchase an item on Equalite.nl and this item becomes defective within 6 months, please contact customer service. Naturally, we follow the law and the general terms and conditions of the Dutch Home Shopping Organization when handling article complaints.
Justified complaint
A complaint is justified and we will process it if a defect is not caused by:
- damage caused by intent or negligence.
- improper use or negligent maintenance.
- normal wear and tear.
- damage caused by not following the instructions for use or not following them correctly.
We recommend that you first report any complaints to us by emailing info@equalite.nl. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur. From February 15, 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."