- Order
-
- Accessibility
- High contrast
- Normal font
- Large font
- Extra large font
-
- Language
- Nederlands
- Deutsch
- English
Warranty Complaints
Warranty
We believe it's important that our customers are satisfied with their purchase. All our products are covered by the statutory warranty. This statutory warranty means that you can expect all products we supply to perform as you reasonably expect. If a product does not meet these requirements, you are entitled to a repair or a replacement. Some products come with a manufacturer's warranty or extended warranty. These warranties do not affect the statutory warranty. All products we sell have a minimum warranty period of six months. If manufacturer's warranties or legal provisions so require, the warranty period may be longer than six months. The warranty period for each product on our website is stated under the heading "Specifications." The warranty period starts from the moment you receive the product.
Is your product defective? Follow the steps below to resolve the problem.
- Contact our customer service.
- You will receive the information you need to return the shipment to us by email or phone.
After receiving your shipment, we will send you a confirmation of receipt and start processing your complaint.
After investigating your complaint, we will propose a solution to resolve the problem.
Complaints
Do you have a complaint about a product or our service? Don't worry. In most cases, our customer service can resolve this issue by phone or email. If you are still unable to reach an agreement with customer service, you can send your complaint by letter, registered or otherwise, to:
HELP-ICE
referring to "Complaints Procedure"
Nuenderbeekselaan 13
5673 RC Nuenen, The Netherlands
We will then do everything we can to process your complaint and work with you to find a solution.
Resolution Time
Our helpdesk is open on weekdays between 9:00 AM and 5:00 PM. A solution can usually be provided immediately by phone, and we aim to respond to emails within 4 hours. If the problem cannot be resolved immediately, we will do our utmost to provide a solution as quickly as possible, but in any case within 72 hours (counted on business days).
Dispute Resolution Committee
If you disagree with the solution we offer, you can have your complaint reviewed by the Dispute Resolution Committee. This body is independent and can issue a binding ruling on the dispute that has arisen. More information you can also submit your complaint to the Dispute Resolution Committee via the European ODR Platform.
