General terms and conditions
Table of contents:
Article 1 - Definitions
Article 2 - Identity of the entrepreneur
Article 3 - Applicability
Article 4 - The offer
Article 5 - The Agreement
Article 6 - Right of withdrawal
Article 7 - Costs in case of revocation, exchange and cancellation
Article 8 - Exclusion of the right of withdrawal
Article 9 - The price
Article 10 - Conformity and warranty
Article 11 - Delivery and execution
Article 12 - Duration transactions: duration, termination and extension
Article 13 - Payment
Article 14 - Complaints procedure
Article 15 - Right of withdrawal
Article 16 - Disputes
Article 17 - Additional or deviating provisions
Article 18 - Complaints procedure
Article 1 - Definitions
In these terms and conditions the following terms shall have the following meanings:
Reflection period: the period within which the consumer can make use of his right of withdrawal;
Consumer: the natural person who does not act in the exercise of a profession or business and who enters into a distance contract with the entrepreneur;
Day: calendar day;
Duration transaction: a distance contract relating to a series of products and/or services, the supply and/or purchase obligation of which is spread over time;
Durable medium: any instrument which enables the consumer or entrepreneur to store information addressed personally to him in a way accessible for future consultation and unaltered reproduction of the stored information.
Right of withdrawal: the option for the consumer to cancel the distance contract within the cooling-off period;
Model form: the model withdrawal form made available by the trader that a consumer can fill out when he wishes to exercise his right of withdrawal.
Entrepreneur: the natural or legal person who offers products and/or services remotely to consumers;
Distance contract: an agreement concluded between the consumer within the framework of a system organised by the entrepreneur for the distance sale of products and/or services, whereby up to and including the moment the agreement is concluded exclusive use is made of one or more techniques for distance communication;
Distance communication technology: a means by which a contract can be concluded without the consumer and the entrepreneur being present in the same room at the same time.
General Terms and Conditions: these General Terms and Conditions of the entrepreneur.
Article 2 - Identity of the entrepreneur
Name: RK Online Services
Address: Koornmarktpoort 25B, 8253TE, Dronten, Netherlands
Phone number: + 31850600473
Email address: info@loopbandspecialist.nl;
Chamber of Commerce number: 68226942;
VAT identification number: NL002312285B82;
If the entrepreneur's activity is subject to a relevant licensing system: the
data about the supervisory authority:
If the entrepreneur practices a regulated profession:
the professional association or organization to which he is affiliated;
the professional title, the place in the EU or the European Economic Area where it was awarded;
a reference to the professional rules that apply in the Netherlands and instructions on where and how these professional rules can be accessed.
Article 3 - Applicability
These general terms and conditions apply to every offer from the entrepreneur and to every distance contract and orders concluded between the entrepreneur and the consumer.
Before the distance contract is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, the consumer will be informed before the distance contract is concluded that the general terms and conditions are available for inspection at the company and will be sent free of charge to the consumer as soon as possible upon request.
If the distance contract is concluded electronically, notwithstanding the previous paragraph, and before the distance contract is concluded, the text of these general terms and conditions may be made available to the consumer electronically in such a way that the consumer can easily store them on a durable data carrier. If this is not reasonably possible, before the distance contract is concluded, the consumer will be informed where the general terms and conditions can be consulted electronically and that they will be sent free of charge to the consumer electronically or otherwise at the consumer's request.
In the event that specific product or service conditions apply in addition to these general terms and conditions, the second and third paragraphs apply accordingly and, in the event of conflicting general terms and conditions, the consumer can always rely on the applicable provision that is most favourable to him.
If one or more provisions in these general terms and conditions are at any time wholly or partially null and void or are annulled, the agreement and these terms and conditions will otherwise remain in force and the provision in question will be replaced without delay by mutual agreement with a provision that approximates the purport of the original as closely as possible.
Situations not covered by these terms and conditions must be assessed 'in the spirit' of these terms and conditions.
Any ambiguities regarding the interpretation or content of one or more provisions of our terms and conditions should be interpreted 'in the spirit' of these terms and conditions.
Article 4 - The offer
If an offer has a limited period of validity or is made subject to conditions, this will be explicitly stated in the offer.
The offer is non-binding. The entrepreneur is entitled to modify and adjust the offer.
The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to enable the consumer to properly assess the offer. If the entrepreneur uses images, these must be a true representation of the products and/or services offered. Obvious mistakes or errors in the offer are not binding on the entrepreneur.
All images, specifications, and data in this offer are indicative and cannot give rise to compensation or termination of the agreement.
Product images are a true representation of the products offered. The company cannot guarantee that the displayed colors exactly match the actual colors of the products.
Each offer contains such information that it is clear to the consumer what rights and obligations are attached to accepting the offer. This concerns in particular
special:
the price including taxes;
any shipping costs;
the manner in which the agreement will be concluded and the actions required for this;
whether or not the right of withdrawal applies;
the method of payment, delivery and execution of the agreement;
the period for accepting the offer, or the period within which the entrepreneur guarantees the price;
the amount of the rate for distance communication if the costs of using the distance communication technology are calculated on a basis other than the regular basic rate for the means of communication used;
whether the agreement is archived after it has been concluded, and if so, how it can be consulted by the consumer;
the manner in which the consumer, before concluding the agreement, can check and, if necessary, correct the data provided by him in connection with the agreement;
any other languages in which, in addition to Dutch, the agreement may be concluded;
the codes of conduct to which the trader has submitted and the way in which the consumer can consult these codes of conduct electronically; and
the minimum duration of the distance contract in the case of a long-term transaction.
Optional: available sizes, colours, type of materials.
Article 5 - The Agreement
Subject to the provisions of paragraph 4, the agreement is concluded at the moment the consumer accepts the offer and meets the conditions set therein.
If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of acceptance of the offer electronically. As long as the entrepreneur has not confirmed receipt of this acceptance, the consumer may terminate the agreement.
If the agreement is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transfer of data and ensure a secure web environment. If the consumer can pay electronically, the entrepreneur will implement appropriate security measures.
The entrepreneur may, within legal frameworks, investigate whether the consumer can meet their payment obligations, as well as all the facts and factors relevant to responsibly entering into the distance contract. If, based on this investigation, the entrepreneur has good reason not to enter into the contract, they are entitled to refuse an order or request with reasons or to impose special conditions on its execution.
The entrepreneur will send the following information to the consumer with the product or service, in writing or in such a way that the consumer can store it in an accessible manner on a durable data carrier:
a. the visiting address of the entrepreneur's establishment where the consumer can go with complaints;
b. the conditions under which and the manner in which the consumer can exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
c. the information about guarantees and existing after-sales service;
d. the information included in Article 4, paragraph 3 of these terms and conditions, unless the entrepreneur has already provided this information to the consumer prior to the execution of the agreement;
e. the requirements for terminating the agreement if the agreement has a duration of more than one year or is of indefinite duration.
In the case of a long-term transaction, the provision in the previous paragraph only applies to the first delivery.
Each agreement is entered into under the condition precedent of sufficient availability of the relevant products.
Article 6 - Right of withdrawal
Upon delivery of products:
When purchasing products, consumers have the right to cancel the agreement without giving reasons within 14 days. This cooling-off period begins on the day after the consumer, or a representative designated in advance by the consumer and announced to the company, receives the product.
During the cooling-off period, the consumer will handle the product and its packaging with care. They will only unpack or use the product to the extent necessary to assess whether they wish to keep it. If they exercise their right of withdrawal, they will return the product with all accessories supplied and – if reasonably possible – in its original condition and packaging to the entrepreneur, in accordance with the reasonable and clear instructions provided by the entrepreneur.
If the consumer wishes to exercise their right of withdrawal, they are required to notify the entrepreneur within 14 days of receiving the product. The consumer must do so using the standard form. After the consumer has indicated their intention to exercise their right of withdrawal, they must return the product within 14 days. The consumer must prove that the delivered goods were returned on time, for example, by providing proof of shipment.
If the customer has not indicated that they wish to exercise their right of withdrawal after the periods mentioned in paragraphs 2 and 3 have expired, or has not returned the product to the entrepreneur, the purchase is final.
When providing services:
When providing services, the consumer has the option to cancel the contract without giving any reason for at least 14 days, starting on the day the contract is concluded.
In order to exercise his right of withdrawal, the consumer will follow the reasonable and clear instructions provided by the entrepreneur with the offer and/or at the latest upon delivery.
Article 7 - Costs in case of revocation, exchange and cancellation
If the consumer exercises his/her right of withdrawal, the transport costs will be at his/her expense.
If the consumer has paid an amount, the entrepreneur will refund this amount as soon as possible, but no later than 14 days after cancellation. This is subject to the condition that the product has already been received by the online retailer or conclusive proof of complete return can be provided. Refunds will be made via the same payment method used by the consumer, unless the consumer explicitly consents to a different payment method.
In the event of damage to the product due to careless handling by the consumer, the consumer is liable for any decrease in value of the product.
When returning products, the customer is responsible for the cost of both the return and return shipping, except for returns resulting from a manufacturing defect. Because many, but not all, of our shipments are so large and heavy, we provide the following information. an overview of the average costs for pallet shipments per collection order within the Netherlands required to book a return:
| Shipping Euro pallets or block pallets in the Netherlands (up to 220 cm) | Load meter | Maximum weight | All zones (except Wadden Islands) |
|---|---|---|---|
| Shipping a half euro pallet (mini pallet) in the Netherlands | 0.2 | 400 kg | €55.00 |
| Send 1 euro pallet in the Netherlands | 0.4 | 800 kg | €70.50 |
| Send 1 block pallet in the Netherlands | 0.5 | 1000 kg | €83.50 |
| Shipping 2 Euro pallets in the Netherlands | 0.8 | 1600 kg | €131.50 |
| Shipping 2 block pallets in the Netherlands | 1 | 2000 kg | €159.00 |
| Shipping 3 euro pallets in the Netherlands | 1.2 | 2400 kg | €191.00 |
| Shipping 3 block pallets in the Netherlands | 1.5 | 3000 kg | €228.50 |
Below is an overview of the average costs per collection order within Belgium required to book a return:
| Euro pallet or block pallet transport to and from the Netherlands and Belgium (up to 200 cm) | Load meter | Maximum weight | Zone 1000-4999 / 9000-9999 | Zone 5000-6699 / 6800-7999 / 8000-8999 |
|---|---|---|---|---|
| Sending half a Euro pallet (mini pallet) | 0.2 | 400 kg | €61.50 | €68.50 |
| Send 1 euro pallet | 0.4 | 800 kg | €72.50 | €82.50 |
| Send 1 block pallet | 0.5 | 1000 kg | €85.50 | €97.50 |
| Send 2 euro pallets | 0.8 | 1600 kg | €135.50 | €162.50 |
| Send 2 block pallets | 1 | 2000 kg | €153.50 | €190.00 |
| Send 3 euro pallets | 1.2 | 2400 kg | €197.00 | €252.50 |
| Send 3 block pallets | 1.5 | 3000 kg | €214.00 | €287.50 |
| Send 4 euro pallets | 1.6 | 3200 kg | €256.00 | €310.00 |
| Send 4 block pallets | 2 | 4000 kg | €313.00 | €370.00 |
| Send 5 euro pallets | 2 | 4000 kg | €313.00 | €370.00 |
Note: These are the rates from Freightwatch.eu - also available on their website.
In case of a return, you can request the original invoice paid by us for the transport costs and we will then share this with you for complete transparency.
If disassembly is required to move a heavy appliance and prepare it for return, these costs are also the customer's responsibility. These costs depend on the appliance's location, the labor intensity, and the difficulty of the specific job, as well as the number of appliances and the available space for indoor transport. We will always inform the customer of the costs before charging any costs.
When you place an online order, a purchase agreement is created between you and the seller. Until possession is transferred, the risk of damage or loss of the package lies with the seller. This means the seller is responsible for the safe transfer of the product until you actually receive it. From the moment possession is transferred, the risk passes from the seller to the buyer.
If the product is damaged or lost during return shipping, the buyer is responsible for the damage. After receiving the product, the buyer is responsible for ensuring its safe and undamaged arrival at the seller.
We therefore advise all customers to carefully package their return shipment and, if necessary, use a reliable shipping service with tracking options to monitor the status of the return.
Swap
At Loopbandspecialist.nl, we understand that sometimes it may be necessary to exchange a product. Below you will find our exchange policy:
-
Postage costs
When exchanging a product, the shipping costs for return and reshipping will be charged to the customer. -
Disassembly service
If you wish to use our disassembly service, please note that the disassembly costs are comparable to our installation costs. This service is optional and is the customer's responsibility. -
Cost information:
Before an exchange order is processed, you will always receive clear information about any costs involved.
We strive to make your exchange experience as smooth as possible. If you have any questions about our exchange policy, please don't hesitate to contact us.
Cancellation costs
Cancellation policies apply to business customers and are intended to promote a transparent and fair relationship. We ask business customers to read these policies carefully.
When business customers cancel an order, a cancellation fee will be charged. This fee amounts to 15% of the total amount of the original order.
Reason for cancellation fees: Cancellation incurs administrative and logistical costs, including order processing, inventory management, and releasing reserved products.
Applicability to business customers: Cancellation fees apply specifically to business customers. The decision to cancel may impact existing arrangements and the loss of potential revenue.
Article 8 - Exclusion of the right of withdrawal
The entrepreneur can exclude the consumer's right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal only applies if the entrepreneur has clearly stated this in the offer, at least in good time before the conclusion of the agreement.
Exclusion of the right of withdrawal is only possible for products:
a. which have been created by the entrepreneur in accordance with the consumer's specifications;
b. that are clearly personal in nature;
c. which by their nature cannot be returned;
d. which can spoil or become obsolete quickly;
e. whose price is subject to fluctuations in the financial market over which the entrepreneur has no influence;
f. for individual newspapers and magazines;
g. for audio and video recordings and computer software of which the consumer has broken the seal.
h. for hygienic products of which the consumer has broken the seal.
Exclusion of the right of withdrawal is only possible for services:
a. concerning accommodation, transport, restaurant business or leisure activities to be performed on a specific date or during a specific period;
b. the supply of which has begun with the express consent of the consumer before the cooling-off period has expired;
c. relating to betting and lotteries.
Article 9 - The price
During the validity period stated in the offer, the prices of the products and/or services offered will not be increased, except for price changes due to changes in VAT rates.
Notwithstanding the previous paragraph, the entrepreneur may offer products or services with variable prices, the prices of which are subject to fluctuations in the financial market over which the entrepreneur has no control. This subjection to fluctuations and the fact that any stated prices are target prices will be stated in the offer.
Price increases within 3 months after the conclusion of the agreement are only permitted if they are the result of statutory regulations or provisions.
Price increases from 3 months after the conclusion of the agreement are only permitted if the entrepreneur has stipulated this and:
a. these are the result of statutory regulations or provisions; or
b. the consumer has the authority to terminate the agreement with effect from the day on which the price increase takes effect.
The prices stated in the offer of products or services include VAT.
All prices are subject to printing and typographical errors. We accept no liability for the consequences of printing and typographical errors. In the event of printing or typographical errors, the entrepreneur is not obligated to deliver the product at the incorrect price.
Article 10 - Conformity and warranty
The entrepreneur guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of soundness and/or usability, and the legal provisions and/or government regulations in force on the date the agreement is concluded. If agreed, the entrepreneur also guarantees that the product is suitable for other than normal use.
A guarantee provided by the entrepreneur, manufacturer or importer does not affect the statutory rights and claims that the consumer can assert against the entrepreneur under the agreement.
Any defects or incorrectly delivered products must be reported to the entrepreneur in writing within four weeks of delivery. Products must be returned in their original packaging and in new condition.
The entrepreneur's warranty period corresponds to the manufacturer's warranty period. However, the entrepreneur is never responsible for the ultimate suitability of the products for each individual application by the consumer, nor for any advice regarding the use or application of the products.
The warranty does not apply if:
The consumer has repaired and/or modified the delivered products themselves or has had them repaired and/or modified by third parties;
The delivered products have been exposed to abnormal conditions or have otherwise been treated carelessly or in conflict with the instructions of the entrepreneur and/or on the packaging;
The warranty is void if the product is damaged through improper use, neglect, modification, tampering or inappropriate storage;
In case of resale (only the first buyer is entitled to the warranty);
The defectiveness is wholly or partly the result of regulations that the government has imposed or will impose with regard to the nature or quality of the materials used.
Article 11 - Delivery and execution
The entrepreneur will exercise the utmost care when receiving and executing orders for products and when assessing applications for the provision of services.
The place of delivery is the address that the consumer has provided to the company.
Subject to the provisions of paragraph 4 of this article, the company will fulfill accepted orders expeditiously, but no later than within 30 days, unless the consumer has agreed to a longer delivery period. If delivery is delayed, or if an order cannot be fulfilled or can only be partially fulfilled, the consumer will be notified of this no later than 30 days after placing the order. In that case, the consumer has the right to terminate the agreement free of charge. The consumer is not entitled to compensation.
All delivery times are indicative. Consumers cannot derive any rights from any stated delivery times. Exceeding a delivery time does not entitle the consumer to compensation.
In the event of dissolution in accordance with paragraph 3 of this article, the entrepreneur will refund the amount paid by the consumer as soon as possible, but no later than 14 days after dissolution.
If delivery of an ordered product proves impossible, the entrepreneur will endeavor to provide a replacement item. The delivery of a replacement item will be clearly and comprehensibly communicated at the time of delivery. The right of withdrawal cannot be excluded for replacement items. Any return shipping costs are the responsibility of the customer, unless the return is due to a defect. Our free delivery service will deliver to the front door, if the front door is accessible from the street. Otherwise, delivery will be made as close to the front door as possible, to a location agreed upon with the customer.
The risk of damage and/or loss of products rests with the entrepreneur until the moment of delivery to the consumer or a previously designated representative made known to the entrepreneur, unless expressly agreed otherwise.
Article 12 - Duration transactions: duration, termination and extension
cancellation
The consumer may at any time terminate an agreement concluded for an indefinite period and which extends to the regular delivery of products (including electricity) or services, taking into account the agreed termination rules and a notice period of no more than one month.
The consumer may terminate an agreement concluded for a definite period and which extends to the regular delivery of products (including electricity) or services at any time towards the end of the fixed term, taking into account the agreed termination rules and a notice period of no more than one month.
The consumer may, in the agreements referred to in the previous paragraphs:
cancel at any time and not be limited to cancellation at a specific time or during a specific period;
at least cancel them in the same manner as they were entered into by him;
always cancel with the same notice period as the entrepreneur has stipulated for himself.
Extension
An agreement entered into for a fixed period and which provides for the regular delivery of products (including electricity) or services may not be tacitly extended or renewed for a fixed period.
By way of exception to the previous paragraph, an agreement concluded for a fixed period and aimed at the regular delivery of daily newspapers, weekly newspapers and magazines may be tacitly extended for a fixed period of up to three months, if the consumer can cancel this extended agreement at the end of the extension period with a notice period of up to one month.
An agreement entered into for a fixed period and which provides for the regular delivery of products or services may only be tacitly extended for an indefinite period if the consumer may cancel at any time with a notice period of no more than one month and a notice period of no more than three months in the event the agreement provides for the regular, but less than monthly, delivery of daily newspapers, news and weekly newspapers and magazines.
A limited-term agreement for the regular delivery of daily newspapers, news and weekly newspapers and magazines for trial purposes (trial or introductory subscription) will not be automatically renewed and will end automatically after the trial or introductory period.
Duration
If an agreement has a duration of more than one year, the consumer may terminate the agreement at any time after one year with a notice period of no more than one month, unless reasonableness and fairness oppose termination before the end of the agreed duration.
Article 13 - Payment
Unless otherwise agreed, amounts owed by the consumer must be paid within 7 working days after the start of the cooling-off period as referred to in Article 6 paragraph 1. In the case of an agreement to provide a service, this period commences after the consumer has received confirmation of the agreement.
The consumer has the duty to report any inaccuracies in payment details provided or stated to the entrepreneur without delay.
In the event of non-payment by the consumer, the entrepreneur has the right, subject to legal restrictions, to charge the consumer reasonable costs made known in advance.
Payment terms and consequences of late payment
13.1 - The customer must make payments within the agreed terms. If payment in installments has been agreed, each installment must be paid no later than the specified deadline.
13.2 - If a payment term is exceeded, the customer will receive a first free reminder with a payment term of 14 days.
13.3 - If payment is not made within this period, the customer will be in default without further notice of default, and we reserve the right to charge statutory collection costs and interest in accordance with applicable law.
13.4 - The statutory collection costs are calculated based on the outstanding amount, with a minimum of €40 for consumers, and the statutory interest is 6% per year for consumers and 12% per year for business customers, unless otherwise agreed.
13.5 - If payment is not made, we reserve the right to take further legal action and/or hand over the claim to a debt collection agency, the additional costs of which will be borne by the customer.
Article 14 - Complaints procedure
The entrepreneur has a sufficiently publicised complaints procedure and handles the complaint in accordance with this complaints procedure.
Complaints about the performance of the agreement must be submitted to the entrepreneur fully and clearly described within 7 days after the consumer has discovered the defects.
Complaints submitted to the entrepreneur will be answered within 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur will respond within 14 days with a confirmation of receipt and an indication of when the consumer can expect a more detailed response.
If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute resolution procedure.
In the event of a complaint, a consumer should first contact the entrepreneur. If the online store is affiliated with the WebwinkelKeur Foundation and complaints cannot be resolved amicably, the consumer should contact the WebwinkelKeur Foundation (www.webwinkelkeur.nl), which will mediate free of charge. Check whether the online store has a current membership via https://www.webwinkelkeur.nl/leden/. If a resolution is still not reached, the consumer has the option to submit their complaint to the independent dispute committee appointed by the WebwinkelKeur Foundation. The decision is binding, and both the entrepreneur and the consumer agree to this binding decision. Submitting a dispute to this dispute committee involves costs, which the consumer must pay to the relevant committee. It is also possible to submit complaints via the European ODR platform (http://ec.europa.eu/odr).
A complaint does not suspend the entrepreneur's obligations, unless the entrepreneur indicates otherwise in writing.
If a complaint is found to be justified by the entrepreneur, the entrepreneur will, at its discretion, either replace or repair the delivered products free of charge.
Article 15 - Right of withdrawal
Information about warranty & returns
Returns
You have the right to cancel your order up to 14 days after receipt without giving a reason. After cancellation, you have another 14 days to return your product. You will then be credited with the full order amount, including shipping costs. Only the return costs from your home to the online store are at your own expense. If you exercise your right of withdrawal, the product must be returned to the company with all accessories supplied and – if reasonably possible – in its original condition and packaging. To exercise this right, please contact us at info@loopbandspecialist.nl. We will then refund the order amount due within 14 days of receiving your return, provided the product has already been returned in good order. The Money Back Guarantee refers to your right of withdrawal.
Return Exceptions
Products that meet one or more of the following points cannot be returned:
a. For sealed products. If the seal is broken, these products are non-returnable;
b. which have been created by the entrepreneur in accordance with the consumer's specifications;
c. that are clearly personal in nature;
d. which by their nature cannot be returned;
e. which can spoil or become obsolete quickly;
f. whose price is subject to fluctuations in the financial market over which the entrepreneur has no influence;
g. for individual newspapers and magazines;
h. for audio and video recordings and computer software of which the consumer has broken the seal.
Warranty
Warranties are listed separately for each product. If this is not the case, please feel free to contact us for more information.
Article 16 - Disputes
Agreements between the entrepreneur and the consumer to which these terms and conditions apply are governed exclusively by Dutch law, even if the consumer resides abroad.
The Vienna Sales Convention does not apply.
Article 17 - Additional or deviating provisions
Additional or deviating provisions from these general terms and conditions may not be to the detriment of the consumer and must be recorded in writing or in such a way that they can be stored by the consumer in an accessible manner on a durable data carrier.
Article 18 - Complaints procedure
We recommend that you first submit your complaint to us by emailing info@loopbandspecialist.nl. If this doesn't lead to a resolution, you can submit your dispute for mediation through Stichting WebwinkelKeur. As of February 15, 2016, consumers in the EU can also submit complaints through the European Commission's ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to submit it through the European Union platform.