Complaints Procedure — Ibley.nl
1. Complaints procedure
It may always happen that something does not go exactly as planned. We recommend that you first report complaints to us by emailing:
info@ibley.nl
Describe your complaint as clearly as possible and include at least:
- Your name
- Your order number
- A clear description of the complaint
- Any photos or other relevant attachments
2. Handling of complaints
After receiving your complaint, you will receive a substantive response from us within 14 days. If a complaint requires a foreseeably longer processing time, you will receive an acknowledgment of receipt within 14 days, with an indication of when you can expect a more detailed response.
3. Solution
We do our best to find an appropriate solution with you. This may consist of, for example:
- Replacement of the product
- Repair or troubleshooting
- Refund (if applicable)
- Another appropriate solution
4. Disputes
If you are not satisfied with the handling of your complaint, you can submit it to the disputes committee via WebwinkelKeur.
WebwinkelKeur can be reached via:
https://www.webwinkelkeur.nl
5. WebwinkelKeur Disputes Committee
It may always happen that something does not go exactly as planned. We recommend that you first report complaints to us by emailing info@ibley.nl. We strive to provide a substantive response within 14 days.
If this does not lead to a solution, it is possible to register your dispute for mediation via WebwinkelKeur via:
https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil
6. Defects and technical complaints
For defects and technical issues, we request that you contact us directly via:
defect@ibley.nl
This allows us to handle your report more quickly and accurately.