Complaints Policy

Complaints Policy Fedde&Kees

Fedde&Kees strives to deliver quality products. Fedde&Kees applies strict quality standards for this. Unfortunately, it may happen that you receive a product that does not fully meet these standards or that it breaks immediately after it has been put into use. If a product has defects, the product may no longer be used (with your child).

If your product does not meet the strict quality requirements upon receipt:

Do NOT take your product into use, contact Fedde&Kees directly by means of the withdrawal form and Fedde&Kees will endeavor to replace the product with a proper product as soon as possible. You must return the product in question at the expense of Fedde&Kees, with a maximum amount of 4.95 in the Netherlands (outside the Netherlands reasonable shipping costs will be considered). Fedde&Kees will refund these shipping costs to your account known to us..
Your complaint is justified provided it is not caused by:

  • damage by intent or negligence
  • Improper use or negligent maintenance
  • change or repair work carried out by the consumer or third parties incompetently and without the permission of Fedde&Kees
  • natural and/or normal wear and tear
  • damage caused by not (correctly) observing the instructions for use and/or washing instructions.

Complaint handling:

If you have a complaint, we ask you to report it to us as soon as possible.

You can submit a complaint by e-mail tocustomer service@feddekees.nl with the subject: Complaint.

Please include at least the following information in your email:

  • Product
  • Colour
  • Type
  • Date of purchase
  • Order number
  • Accurate description of the complaint, supplemented with a possible photo in case of a defect in the product

You will receive a response from Fedde&Kees about the handling of your complaint within 7 working days.

Complaints with regard to the services provided by Fedde&Kees:

It is of course not the intention that you experience an incorrect service, please make your complaint known in as much detail as possible to Fedde&Kees viacustomer service@feddekees.nl. You will receive a response from Fedde&Kees about the handling of your complaint within 7 working days.

Dispute:

If a complaint or dispute cannot be resolved by Fedde&Kees, Fedde&Kees advises to submit the complaint to the Thuiswinkel Disputes Committee atwww.sgc.nl. You can also submit your complaint to the Disputes Committee via the EuropeanODR Platform.

Other questions
 If you have any other questions, please feel free to contact us atcustomer service@feddekees.nl. We are happy to help you.

For the other conditions see: