Complaints
Now and then something does not go entirely to plan. If you have a complaint, please tell us first by emailing info@izi-clean.com. If we cannot sort it out together, you can put your dispute forward for mediation by Stichting WebwinkelKeur at https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.
Since 15 February 2016, consumers in the EU can also submit complaints through the European Commission's ODR platform. You will find it at http://ec.europa.eu/odr. As long as your complaint is not already being dealt with elsewhere, you are free to submit it through the European Union platform.
Cooling-off period, returns and warranty
You may want to send an order back. Whatever the reason, you have the right to cancel the purchase of a product in its original packaging during a cooling-off period of at least 14 days, without giving a reason. One important condition: the product must not have been used. During the cooling-off period you need to treat the product and its packaging with care. You may unpack the product only as far as you need to in order to establish what it is and what it does. The rule of thumb is that you may handle and inspect it as you would in a shop.
Once you have cancelled, you have a further 14 days to send the product back. You are then refunded the full order amount, excluding delivery costs. The cost of returning the product from your home to the address the trader gives you is yours to pay.
If you use your right to cancel, the product must go back to iZi-Clean with all the accessories supplied, in its original condition and packaging.
To use this right, please contact our customer service team at info@izi-clean.com and we will email you the return instructions.
We then refund the amount due within 14 days of you registering your return, provided the product has reached us back in good order.
Sending a parcel with PostNL costs around €7. Please check the carrier's website for current prices.
Keep your track & trace code somewhere safe.
The amount you paid for the products is refunded to your account. The amount you paid for delivery is NOT refunded.
Warranty
We do everything we can to get our products to you in top condition. Even so, an order does occasionally get damaged in transit, which is frustrating. If that happens, please contact our customer service team straight away at info@izi-clean.com. If the fault is covered by the warranty, we will arrange a replacement free of charge.
- Always give your name and order number in your email.
- Send us photos of the fault.
Wrong item delivered
Very occasionally you may receive a different product from the one you ordered. We will of course put that right for you. Contact our customer service team at info@izi-clean.com.
- Always give your name and order number in your email.
- Send us photos of the fault and of the delivery note.
How the consumer uses the right to cancel, and what it costs
- If the consumer uses the right to cancel, they tell the trader within the cooling-off period by email to info@izi-clean.com, or in another unambiguous way.
- The consumer sends the product back as soon as possible, and in any case within 14 days of the day following that notification. This is not required if the trader has offered to collect the product. The consumer has met the return deadline in any case if the product is sent back before the cooling-off period has expired.
- The consumer sends the product back with all the accessories supplied, where reasonably possible in its original condition and packaging, and in line with the reasonable and clear instructions given by the trader.
- The risk and the burden of proof for using the right to cancel correctly and on time lie with the consumer.
- The consumer bears the direct cost of returning the product, unless the trader states that it will bear that cost.
- If the consumer uses the right to cancel, all additional agreements are terminated by operation of law.