We care about our products and obviously do our very best to deliver them to you in perfect condition. Yet it sometimes happens that an order is damaged during transport, or something else happens that could lead to a warranty claim. Legally, you are required to report a defect to us within two months after discovery. If the defect is covered by the warranty, we will take care of repair or replacement free of charge.
For all products in the art's excellence webshop a warranty period of at least 1 year applies. Most products have a warranty period of two years. A differing warranty period will be mentioned with the product on the product page, but errors in the mentioned warranty periods are not excluded. All products sold by art's excellence are sourced from the authorised Dutch distributors. During the warranty period, defects (not caused by attributable damage) will be repaired free of charge in accordance with the European warranty provisions.
In case of defect, you can return the affected product. We request that you ship the device in its original packaging. Transport damage resulting from the absence of the original packaging will be at your expense.
If you want to send a product back to our webshop for repair within the warranty period, please contact us. Choose the method that suits you best:
In these cases, the shipping costs to the webshop are at your expense.
After repair or replacement of the items sent by the customer for warranty, art's excellence will ship the items back to the specified delivery address. If it turns out that the information is not correct, the customer is held liable for the delivery. In this case, art's excellence is not liable for errors in name and address information.
It is always possible that something is not going quite as intended. In that case, we recommend that you contact us first. Choose the method that suits you best:
In the unlikely event that we are unable to resolve the issue, it is possible to submit the dispute for mediation through Stichting WebwinkelKeur, by using this link: Report a dispute to WebwinkelKeur.
As of February 15, 2016 consumers in the EU also can register complaints through the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr.
If your complaint is not already being handled elsewhere, you are at liberty to submit it through this platform of the European Union.