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Complaints Procedure

How do we process your complaint?

We attach great importance to quality and service orientation, we want you to be satisfied with us. That is why we do everything we can to resolve and handle your complaint to your satisfaction. We see your complaint as a challenge and reason to improve our communication.

If you are not satisfied with the shipment, the handling of your order or the way we have spoken to you, you can submit a complaint about this handling.

You can make your complaint by sending an email to or send a written complaint to:

T.a.v. Hoofd Klantenservice
Veilingweg 7
6247EP Gronsveld


After receipt you will receive a confirmation and we will provide a substantive response to your complaint within 5 working days. You can also submit your complaint via the European Online Dispute Resolution Platform (ODR). The direct link to this platform is

If you are not satisfied with the handling of your complaint, you can submit your complaint to the Disputes Committee (