Wat kan ik doen als ik het niet eens ben met een beslissing over mijn bestelling of claim?

I understand that it can be frustrating when a decision doesn't turn out as you had hoped. We always strive to assess claims fairly and according to our fixed guidelines, so that every customer is treated in exactly the same way.

While we maintain a clear and fixed line to ensure consistency within our company, our goal is to come to a clear conclusion together.

What is important to know about our working method:

• Careful assessment: Before we make a decision, we review all provided information, such as photos and the description of the situation, very carefully.
• Final decision: Once we have made a decision based on our policy, it is in principle final. There is no possibility to appeal a decision or request a reconsideration.
• No renewed discussion: To ensure efficiency and equality for all our customers, we do not re-engage in discussions about matters that have already been fully assessed and concluded.
• Equality first: By adhering to these decisions and strictly following our rules, we prevent arbitrariness and ensure that every customer is treated in exactly the same way.

If you are dissatisfied with the outcome, we appreciate your feedback on our process, but the substantive decision on the specific claim will not be reconsidered. We hope for your understanding of this clear course.