Warranty & Complaints
Is your order delivered defective* or is something broken? Then you can of course return it to us. But don't just do this!
Contact us in advance. Then we may be able to help you remotely. Then we will do our best to solve the problem for you.
If we can't solve it remotely, follow the steps below in the step-by-step plan. You can then return the product free of charge. In any case, don't just send your package in the mail without our return label. Those costs will then be for yourself. A waste of your money.
* Is your product not defective, but are you simply not satisfied with your order? Let us know by following the steps on the Returns & Right of Withdrawal page.
Warranty
Quality Guaranteed by Candyleaf. We care about our products and do our utmost to deliver them to your home in top condition. However, it does sometimes happen that an order breaks during transport or that something else happens that entitles you to claim warranty. By law, you are required to report the defect to us within two months of discovering it. If the defect falls within the warranty, we will take care of repair or replacement free of charge. Please note that some products are excluded, for example for hygienic reasons. This is stated with these products.
We can help you faster if you fill in the online warranty form immediately. This way, we can see at a glance what the problem is upon receipt.
If you want the amount of the purchase refunded, do not forget to state your bank account number (IBAN) on the warranty form. We will then ensure that the purchase amount is credited back to your account within two weeks of receipt.
Step-by-step plan: Make a warranty claim
1. Fill in the digital Warranty Form.
2. We will contact you to look for a suitable solution together.
3. If we can help you remotely, we will do our best to help you immediately. You may need a replacement part and the problem will be solved with that. We will then send this to you. 4. Is your product defective and does it fall under the warranty conditions? We will send you a return label with which you can return your product free of charge.
5. After receiving your package, we will investigate the defect and contact you about the further handling.
Complaints
Our goal is to make you happy. That is why we recommend that you first report complaints to us. Use the contact options on the Contact page. We will then look for a suitable solution together. If we cannot find a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur.
As of February 15, 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at https://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.