Complaints procedure

Submitting a complaint

If you have a complaint regarding the execution of an agreement or the delivery of a product, please contact us please contact us within a reasonable time after discovering the issue. Describe your complaint clearly and completely so we can process it efficiently.

You can submit your complaint by email:

Handling of complaints

• We will respond to your complaint within 14 days of receiving it.
• If a complaint requires more time to process, you will receive a confirmation within the same 14-day period stating that your complaint has been received and indicating when you can expect a detailed response.
• A complaint does not suspend our obligations, unless we explicitly confirm otherwise in writing.
• If your complaint is found to be valid, we will, at its discretion, repair or replace the product free of charge.

External mediation and dispute resolution

If your complaint cannot be resolved through mutual consultation, you can contact WebwinkelKeur, provided that our webshop is a verified member.
WebwinkelKeur offers free mediation for consumers.
You can check our current membership here: www.webwinkelkeur.nl/leden.

If mediation does not lead to a resolution, the consumer may submit the dispute to the independent dispute committee appointed by WebwinkelKeur.

• The decision of this committee is binding for both the entrepreneur and the consumer.
• Submitting a dispute to this committee may involve fees, which must be paid by the consumer to the committee.

Consumers may also submit complaints via the European Online Dispute Resolution (ODR) Platform: http://ec.europa.eu/odr.

Privacy and external links

The tb-jp.eu website may contain third-party advertisements or links to other websites. Tb-JP has no control over and is not responsible for the privacy policies or content of these external sites.

You have the right to request information about which of your personal data is being processed by TbJP. Information will only be sent if you have explicitly provided your email address for this purpose. Requests for access, correction, or removal can be made by email. If you no longer wish to receive information or newsletters, please let us know, we will respect your preferences immediately.

Additional or deviating provisions from these General Terms and Conditions cannot be to the detriment of the consumer and must be recorded in writing or in a durable, accessible form.

Applicable law and competent court

All agreements and transactions with tb-jp.eu governed exclusively by Dutch law.
The Vienna Sales Convention does not apply. In the event of a dispute, the competent court in the entrepreneur’s place of business has jurisdiction.