Warranty & complaints

We believe it is important that products meet what you can reasonably expect based on the product description, price and normal use.

Is something wrong? Please contact us. We will carefully assess the situation and look for a suitable solution.

Legal warranty

The legal warranty applies to all products you buy from Verawel.

This means that a product, with normal use, must meet what you could expect from it. The legal warranty in the Netherlands does not have a fixed standard duration. What you can expect depends, among other things, on:

• the type of product;
• the price;
• the product description;
• normal use;
• the expected lifespan;
• the agreements and promises made at the time of purchase.

Any additional factory or seller's warranty does not limit your legal rights.

Product does not meet expectations

If a product does not meet what you could reasonably expect, please report this as soon as possible.

Please send us:

• your name;
• your order number;
• a clear description of the problem;
• when you discovered the problem;
• relevant photos or videos;
• information on how the product has been used and maintained.

Depending on the problem, a suitable solution may consist of:

• repair;
• replacement;
• a reasonable price reduction;
• reimbursement if repair or replacement is not possible or reasonable.

In the event of a valid claim under the legal warranty, we will not charge any costs for necessary repair, replacement or return shipment.

Misuse and normal wear and tear

Legal warranty does not apply to a problem demonstrably caused by, for example:

• use contrary to washing or use instructions;
• improper maintenance;
• normal wear and tear;
• an accident or external damage;
• modifications to the product;
• use for which the product is not intended.

We assess each report based on the specific product and circumstances.

Submitting a complaint

Do you have a complaint about a product, order, delivery or our service? Please contact us via:

Email: info@verawel.nl

Please state:

• your full name;
• your order number;
• a clear description of your complaint;
• what you believe is a suitable solution;
• relevant photos, documents or correspondence.

Handling your complaint

After receipt, we will send you a confirmation.

We aim to respond substantively within 1-3 working days. If more research is needed, we will inform you and indicate when you can expect a further response.

Not yet resolved?

Are you not satisfied with our initial solution? Please respond to our correspondence and explain which part, according to you, has not yet been resolved.

Your legal rights always remain applicable.