Guarantee and complaints
Boutique Trukado pays a lot of attention to packaging and shipping its products. If your order is received in a damaged package, we request that you immediately send (within 24 hours of receipt) photos of the unopened package to [email protected]. Also if the product is received damaged, we request that you immediately send (within 24 hours of receipt) photos of this to shop @ trukado.nl
Boutique Trukado has a well-publicized complaints and deals with complaints under this procedure.
Other complaints about the implementation of the agreement must be fully and clearly described within 7 days submitted to Boutique Trukado, after the consumer has found the defects.
Complaints submitted to Boutique Trukado will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, Boutique Trukado will answer within a period of 14 days with a message of receipt and an indication when the consumer can expect a more detailed answer.
If the complaint cannot be resolved in mutual consultation, a dispute arises that is subject to the dispute settlement procedure.
In the event of complaints, a consumer should first of all turn to Boutique Trukado. If the web store is affiliated with Stichting WebwinkelKeur and complaints that cannot be resolved in mutual consultation, the consumer should contact Stichting WebwinkelKeur (www.webwinkelkeur.nl), which will mediate free of charge. Check if this web store has a current membership via https://www.webwinkelkeur.nl/leden/. If a solution has not yet been reached, the consumer has the option of having his complaint handled by the independent disputes committee appointed by Stichting WebwinkelKeur, the decision thereof is binding and both the entrepreneur and the consumer agree with this binding decision. The submission of a dispute to this dispute committee involves costs that must be paid by the consumer to the relevant committee. It is also possible to report complaints via the European ODR platform (http://ec.europa.eu/odr).
A complaint does not suspend the obligations of Boutique Trukado unless Boutique Trukado indicates otherwise in writing.
If a complaint is found to be justified by Boutique Trukado, Boutique Trukado will replace or repair the delivered products free of charge.