Complaints, exchanges and returns

Complaints, exchanges and returns, version 1.0 – October 2022

Complaint handling

Should you have a complaint, we will be happy to find an appropriate solution as soon as possible. Unfortunately, it may happen that an item, product or service turns out to be out of order. In that case, we ask that you contact our customer service department directly, stating your complaint and order number. Our customer service team will address your complaint as soon as possible and work with you to find the best solution. If you have received an item or product and you believe it is damaged, please make sure you send a message to our customer service department the same day.

More information about customer service can be found here!

It can always happen that something doesn’t go quite as planned. We encourage you to first raise complaints with us by emailing us at [info@comset .nl]. If this does not lead to a solution, it is possible to submit your dispute for mediation through Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.

As of Feb. 15, 2016, it is also possible for consumers in the EU to file complaints through the European Commission’s ODR platform. This ODR platform can be found at http://ec.europa.eu/odr If your complaint is not already being processed elsewhere, you are free to file your complaint through the European Union platform.

Exchange

Articles or products on this website cannot be exchanged, unless mutually agreed otherwise (e.g. in case of a defect).
An item or product to be exchanged will first be returned by you (see below) and upon receipt will be checked by us for the alleged complaint.
A new copy of the same item or product will then be sent to you unless otherwise agreed.

Returning

  1. Report within 14 days by email to info@comset.nl
  2. Return complete and in original packaging (within 14 days of notification)
  3. Upon receipt of the returned item, the item will be inspected by us within 1 to 4 business days for damage, operation and the reported complaint.
  4. If the item/product no longer meets the above conditions, we will contact you how to proceed.
  5. You will be credited the purchase price to the account used to pay,
    or sent a new copy of the same item/product.
  6. Return shipping costs are for you, the buyer. The shipping costs for sending a replacement are ours.
  7. Due to hygiene, not all items/products can be exchanged or returned. For example, the earbuds (“ear-buts”).