At SpeelVibe, we attach great importance to customer satisfaction. However, it can happen that you are not satisfied with a product or our services. We take every complaint seriously and strive to find a suitable solution together with you.
1. Submitting a complaint
Do you have a complaint about a product, our service or another experience? Please contact us as soon as possible. You can submit your complaint via:
E-mail: klantenservice@speelvibe.nl
Please include in your message:
- Your name and contact details
- The order or invoice number (if applicable)
- A clear description of your complaint
- Any attachments (such as photos, invoices, etc.)
2. Confirmation and handling
After receiving your complaint, you will receive a confirmation of receipt within five working days. We aim to respond to your complaint substantively within ten working days. If more time is needed for investigation, we will inform you about this and provide an indication of the period in which you can expect a substantive response.
3. Solution
We carefully assess each complaint and work with you to find a suitable solution. If you are entitled to repair, replacement or refund based on the legal guarantee, we will ensure that this is arranged as soon as possible.
4. Escalation
If we cannot reach a solution together, you can choose to submit the complaint to an independent dispute resolution body or the competent court. We are open to reasonable forms of external mediation, should this be desired.