Complaints
Unfortunately, sometimes things can go wrong with us. Does it appear that something is broken? Has the online order still not arrived? Whatever the complaint may be, report it. Please contact shop@johndooh.com for this. By stating your order number and a photo of the complaint, we can assist you quickly. We will assess the complaint and try to resolve it to everyone’s satisfaction.
Complaints will be answered within a few days of receipt, if more time is needed for processing, we will let you know.
See our Terms and Conditions
Article 13 – Complaints procedure
- The entrepreneur has a sufficiently publicized complaints procedure and handles the complaint in accordance with this complaints procedure.
- Complaints about the implementation of the agreement must be submitted fully and clearly described to the entrepreneur within 7 days, after the consumer has discovered the defects.
- Complaints submitted to the entrepreneur will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, the entrepreneur will reply within 14 days with a confirmation of receipt and an indication when the consumer can expect a more detailed answer.
- If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute settlement procedure.
- In the event of complaints, a consumer must first turn to the entrepreneur. A complaint does not suspend the entrepreneur’s obligations, unless the entrepreneur indicates otherwise in writing.
- If a complaint is found to be well-founded by the entrepreneur, the entrepreneur will replace or repair the delivered products free of charge, at its option.
