Complaints

 

It can always happen that something does not go entirely to plan. We advise you to let us know about any complaint first by sending an email to info@izi-clean.com. If we cannot work it out together, you can register your dispute for mediation with Stichting WebwinkelKeur at https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.

Since 15 February 2016, consumers in the EU can also register complaints via the ODR platform of the European Commission. You will 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 platform of the European Union.

 

Cooling-off period/Returns/Warranty

It can happen that you want to return an order. Whatever the reason, you have the right to withdraw from the agreement concerning the purchase of a product in its original packaging during a cooling-off period of at least 14 days, without giving any reason. An important condition is that the product has not been used. During the cooling-off period you must handle the product and the packaging with care. You may unpack the product only to the extent needed to establish the nature and characteristics of the product. The principle here is that you may only handle and inspect the product as you would be allowed to do in a shop.

After cancelling, you have another 14 days to send the product back. You are then credited the full order amount excluding shipping costs. The cost of returning the product from your own home to the address provided by the trader is at your own expense.

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

To exercise this right, you must contact our customer service at info@izi-clean.com to receive the return instructions by email.

We will then refund the order amount due within 14 days of you registering your return, provided the product has already been received back in good order.

The cost of sending a parcel via PostNL is approx. € 7,—. Please check the carrier's website for the current prices.

Keep the track & trace code in a safe place!

The amount you paid for the products ordered 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. Even so, an order does sometimes get damaged during transport, which is annoying! In that case it is important to contact our customer service straight away at info@izi-clean.com. If the defect falls within the warranty, we will arrange a replacement free of charge.

  • Always state your name and order number in your email.
  • Send us photos of the defect.

Wrong delivery

In very rare cases you may receive a different product from the one you ordered. Of course we will solve this annoying problem for you. Contact our customer service at info@izi-clean.com.

  • Always state your name and order number in your email.
  • Send us photos of the defect and the packing slip.

 

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

  • If the consumer exercises the right of withdrawal, they report this to the trader within the cooling-off period by means of an email to info@izi-clean.com for withdrawal, or in another unambiguous way.
  • As soon as possible, but within 14 days from the day following the notification referred to in paragraph 1, the consumer sends the product back. This is not required if the trader has offered to collect the product themselves. In any case, the consumer has observed the return period if they send the product back before the cooling-off period has expired.
  • The consumer sends the product back with all accessories supplied, if reasonably possible in its original condition and packaging, and in accordance with the reasonable and clear instructions provided by the trader.
  • The risk and the burden of proof for the correct and timely exercise of the right of withdrawal lie with the consumer.
  • The consumer bears the direct cost of returning the product, unless the trader states that they will bear the cost themselves.
  • If the consumer exercises the right of withdrawal, all additional agreements are dissolved by operation of law.