Complaints Procedure – Bouwshop Utrecht
At Bouwshop Utrecht, we highly value customer satisfaction. However, it can happen that you are not satisfied with a product or our services. We take every complaint seriously and aim to find a suitable solution together with you.
1. Submitting a complaint
Do you have a complaint about a product, our service, or another experience? Please contact us as soon as possible. You can submit your complaint via:
E-mail: info@bouwshoputrecht.nl
Bouwshop Utrecht
Californiëdreef 19
3565 BJ Utrecht
In your message, please include:
Your name and contact details
The order or invoice number (if applicable)
A clear description of your complaint
Any attachments (such as photos, invoices, etc.)
2. Confirmation and processing
Upon receipt of your complaint, you will receive a confirmation within five working days. We aim to respond to your complaint substantively within ten working days. If more time is needed for investigation, we will inform you and provide an indication of the timeframe within which you can expect a substantive response.
3. Solution
We carefully assess each complaint and work with you to find a suitable solution. If you are entitled to repair, replacement, or refund based on the legal warranty, we will ensure that this is arranged as soon as possible.
4. Escalation
If we cannot reach a solution together, you can choose to submit the complaint to an independent dispute resolution body or the competent court. We are open to reasonable forms of external mediation, should this be desired.