- Complaints & Returns
- Complaints regarding incomplete delivery due to apparent defects in goods must be reported by the buyer to the seller in writing without delay, but no later than eight days after receipt of the goods.
- Failure to comply will result in complaints not being considered, and warranty obligations regarding those defects may lapse.
- The right to claim expires as soon as the goods have undergone further processing, assembly, or have been put into use, or if they have been improperly stored.
- If complaints are not submitted in accordance with the provisions of the first clause above, and the seller is not given the opportunity to investigate the material related to the complaint, all rights to claims and/or warranties will lapse.
- A complaint does not entitle the buyer to refuse or delay the receipt or payment of goods.
- The right to complain expires six months after receipt of the goods.
- A buyer who fails to fulfill any obligations under the agreement with the seller forfeits the right to file complaints.
Right of Withdrawal
- The right of withdrawal only applies to private consumers, as it is part of consumer law.
- Purchases with the intention of business use are excluded from the right of withdrawal.
- The consumer has the right to cancel the order within 14 days of receipt without giving any reason by exercising the right of withdrawal.
- The consumer must send the return shipment within 14 days after notifying the seller of the withdrawal. For items consisting of multiple parts, this applies from the day the last part was received.
- The shipping costs for a return in the event of withdrawal are at the buyer's/sender's expense.
- In the case of damage, the seller has the right to charge costs amounting to at least 30% of the purchase price of the item, excluding VAT.
- The seller will refund all payments made by the consumer, including any delivery costs charged for the returned item, without delay but no later than 14 days after the consumer has notified the seller of the withdrawal.
- Unless the seller offers to collect the item themselves, they may wait to refund until the return shipment is received or the consumer proves that the item has been returned, whichever occurs first.
- The seller will make the refund using the same payment method the consumer used to purchase the item unless otherwise agreed. The refund will be free of charge for the consumer.
- To exercise the right of withdrawal, the consumer must notify the seller through the contact form with an unequivocal statement of the decision to withdraw from the contract, including the order number and full contact details (name, address, telephone number, email).
European ODR Platform Complaint Procedure Things may not always go as planned. We recommend that you first notify us of any complaints by emailing info@mow-robotics.com. If this does not lead to a solution, it is possible to submit your dispute for mediation via Stichting WebwinkelKeur at https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. Since February 15, 2016, it has also been possible for consumers in the EU to file complaints via the European Commission's ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint has not yet been addressed elsewhere, you are free to submit it through the European Union platform.
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