Warranty & repair

How can I report a complaint?
You can report a complaint by e-mail. You can find the e-mail 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. Is the item defective within the 30-day inspection period? Then report your complaint to customer service. We will then look for a solution together.

Report an article complaint
It may happen that an article does not meet your expectations or that an article becomes defective in the short term. Report your complaint to customer service, then we will look together for a solution and possibly replacement of the product.
Whether you are entitled to a guarantee depends on whether you can prove that you purchased the article from Equalite.nl and at what price and whether the damage falls within the stated guarantee conditions and the guarantee period. If this is the case, the damage will be compensated or a new article will be delivered free of charge or the article will be repaired free of charge.
You can reasonably assume that an item should function properly for a certain period of time under normal use. If an item becomes 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 come with a 6-month warranty period. When you purchase an item on Equalite.nl and this item is within 6 months defective, please contact customer service. Of course, when handling article complaints, we follow the law and the general terms and conditions of the Dutch Thuiswinkel Organization.

Justified complaint
A complaint is justified and will be processed by us if a defect is not caused by:
- damage caused intentionally or negligently.
- improper use or negligent maintenance.
- normal wear and tear.
- damage caused by failure to observe or incorrect observance of the operating instructions.

We recommend that you first report complaints to us by sending an email to info@equalite.nl. LeidIf this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur. As of 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 dealt with elsewhere, you are free to file your complaint via the European Union platform."