Complaints procedure at De Groene Linde

Personal attention is our top priority

Since 2007, we have been doing everything we can to ensure you have a pleasant experience. Our process has been carefully designed and we take great care to provide a personalised service. However, things can sometimes go wrong – a minor error in an order, a misunderstanding in communication or, very rarely, an allergic reaction to a product.

What matters to us is that we always resolve matters to your satisfaction. That has been our practice for years, and we remain committed to it.

Do you have a complaint?

Please let us know!
Give us a call or send us an email in which you describe the situation. We will get in touch with you as soon as possible to find a solution together.

Not happy with the solution?

• You can submit your dispute to WebwinkelKeur for mediation.
• From 15 February 2016, it will also be possible to report complaints within the EU via the European Commission’s ODR platform.

Our aim is for you to be satisfied and to remain a loyal customer. We’re always open to feedback, as your experience helps us to keep improving.

Please also take note of our Terms and Conditions, our Privacy Statement.

Complaints Procedure

1. De Groene Linde has a complaints procedure in place and handles complaints in accordance with this procedure.
2. Complaints regarding the performance of the contract must be submitted to De Groene Linde within 7 days of the consumer becoming aware of the defects, and must be fully and clearly described.
3. Complaints submitted to De Groene Linde will be responded to within 14 days of the date of receipt. If a complaint is likely to take longer to process, De Groene Linde will reply within the 14-day period with an acknowledgement of receipt and an indication of when the consumer can expect a more detailed response.
4. If the complaint cannot be resolved by mutual agreement, a dispute arises which is subject to the dispute resolution procedure.
5. In the event of a complaint, consumers should first contact De Groene Linde. We are members of WebwinkelKeur and, in the event of complaints that cannot be resolved by mutual agreement, consumers should contact WebwinkelKeur (webwinkelkeur.nl), which will act as an intermediary free of charge. Check whether Groene Linde has a current membership via https://www.webwinkelkeur.nl/leden/. Should a solution still not be reached, the consumer has the option of having their complaint dealt with by the independent disputes committee appointed by WebwinkelKeur; its ruling is binding, and both De Groene Linde and the consumer agree to abide by this binding ruling. Submitting a dispute to this disputes committee involves costs which must be paid by the consumer to the committee in question. It is also possible to submit complaints via the European ODR platform (http://ec.europa.eu/odr).
6. A complaint does not suspend De Groene Linde’s obligations, unless De Groene Linde states otherwise in writing.
7. If a complaint is found to be valid by De Groene Linde, De Groene Linde will, at its discretion, either replace or repair the products supplied free of charge.