CEK has a sufficiently publicized complaints procedure and handles the complaint in accordance with this complaints procedure.
Complaints about the performance of the agreement must be submitted fully and clearly described to CEK within 7 days after the consumer has discovered the defects.
Complaints submitted to CEK will be answered within 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, CEK will respond within 14 days with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed answer.
If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute settlement procedure.
It can always happen that something doesn't go exactly as planned. We recommend that you first report any complaints to us by emailing email@example.com. 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/kennisbank/consumenten/geschil. From February 15, 2016, consumers in the EU will also be able to register complaints via the European Commission's ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.
A complaint does not suspend CEK's obligations, unless CEK indicates otherwise in writing.
If a complaint is found to be justified by CEK, CEK will, at its option, replace or repair the delivered products free of charge.