Complaints

Things don’t always go exactly as planned. We recommend that you first submit any complaints to us by emailing info@izi-clean.com. If we are unable to resolve the issue together, you can submit your dispute for mediation through Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.

Since February 15, 2016, consumers in the EU have also been able to submit complaints through the European Commission’s ODR platform. You can find this platform at http://ec.europa.eu/odr. If your complaint is not already being handled elsewhere, you are free to submit it via the European Union’s platform.

Cooling-off Period/Returns/Warranty

It may happen that you want to return an order. Regardless of the reason, you have the right to cancel the contract for the purchase of a product in its original packaging within a cooling-off period of at least 14 days without giving any reason. An important condition is that the product must not have been used. During the cooling-off period, you must handle the product and its packaging with care. You may only unpack the product to the extent necessary to determine the nature and characteristics of the product. The basic principle here is that you may only handle and inspect the product as you would be allowed to do in a store.

After cancellation, you have another 14 days to return the product. You will then be credited the full order amount, excluding shipping costs. The costs for returning the product from your home to the address provided by the merchant are at your own expense.

If you exercise your right of withdrawal, the product Izi-Clean must be returned to us with all accessories included, in its original condition and packaging Izi-Clean.

To exercise this right, please contact our customer service via info@izi-clean.com to receive return instructions by email.

We will then refund the order amount within 14 days of receiving your return notification, provided the product has already been returned in good condition.

The cost of shipping a package via PostNL is approximately €7. Please check the carrier’s website for current ratess.v.p . .

Keep the tracking &code safe!

The amount you paid for the ordered products will be refunded to your account. The amount you paid for shipping will NOT be refunded.

Warranty

Naturally, we do our best to deliver our products to you in top condition. However, it does occasionally happen that an order gets damaged during shipping—how annoying! In this case, it’s important to contact our customer service immediately via info@izi-clean.com . If the defect is covered by the warranty, we’ll arrange for a replacement at no cost to you.

  • Always include your name and order number in your email.
  • Please provide us with photos of the defect.

Wrong Delivery

In very rare cases, you may receive a product different from the one you ordered. Of course, we will resolve this issue for you. Please contact our customer service via info@izi-clean.com .

  • [email protected]. Always include your name and order number in your email.
  • Please provide us with photos of the defect and the packing slip.

Exercise of the right of withdrawal by the consumer and associated costs

  • If the consumer exercises their right of withdrawal, they must notify info@izi-clean.com voor the merchant within the cooling-off period by email to info@izi-clean.com voorherroeping or by other unambiguous means.
  • The consumer must return the product as soon as possible, but no later than 14 days from the day following the notification referred to in paragraph 1. This is not required if the business has offered to pick up the product itself. In any case, the consumer is deemed to have met the return deadline if they return the product before the cooling-off period has expired.
  • The consumer must return the product with all accessories provided, in its original condition and packaging where reasonably possible, and in accordance with the reasonable and clear instructions provided by the merchant.
  • The risk and burden of proof for the proper and timely exercise of the right of withdrawal lie with the consumer.
  • The consumer bears the direct costs of returning the product unless the merchant indicates that they will bear the costs themselves.
  • If the consumer exercises their right of withdrawal, all ancillary agreements are automatically terminated.