Warranty & Complaints
Warranty & Complaints
We care about our products and logically do our best to deliver them to you in top condition. However, it does sometimes happen that an order breaks during transport or that something else happens that entitles you to a warranty. Legally, you are obliged to report this to us within two months of discovering the defect. If the defect falls within the warranty, we will take care of repair or replacement free of charge.
It can always happen that something does not go exactly as planned. We advise you to first make complaints known to us by sending an email to info@dewarmemat.nl
Or use us contact form to make your complaint known.
If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/consument/geschil/ . As of 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr . If your complaint is not yet being handled elsewhere, you are free to file your complaint via the European Union platform.
De WarmeMat™ provides a 2-year warranty on the product, calculated from the date of purchase. De WarmeMat™ is only obliged to provide this warranty if the observed defect is not due to abnormal use, a thermal blockage or a folded (kinked) product and if all other conditions have been met (in particular the presentation of proof of purchase). Defects covered by the warranty may only be repaired or replaced by the After Sales Service of De WarmeMat™ or an authorised repairer. Failure to comply with this condition will result in the expiry of the statutory warranty. However, De WarmeMat™ is never liable for (consequential) damage to other goods.