At MushPeak, we strive to provide excellent products and services to our customers. However, we understand that sometimes situations may arise where you are not satisfied. We take complaints seriously and strive to resolve them quickly and fairly. This complaint policy describes how we handle customer complaints.
- Filing a complaint
1.1. If you have a complaint, we kindly ask you to contact us using the contact information listed on our webshop. You can file a complaint via email, phone or in writing.
1.2. When filing a complaint, it is important to provide the following information:
- Your name and contact information.
- Order number or other relevant information related to the purchase.
- A detailed description of the complaint, including relevant facts and any evidence.
- Treatment of the complaint
2.1. We will reply to your complaint as soon as possible and at the latest within [aantal dagen] of receipt. We strive to resolve complaints within a reasonable period of time.
2.2. We will carefully investigate your complaint and contact you to discuss further details if necessary.
2.3. We will do our best to provide a satisfactory solution, such as a replacement product, repair, refund or other appropriate remedy, depending on the nature of the complaint.
- Communication and follow-up
3.1. We will communicate openly and transparently during the complaint process. We will keep you informed of the progress and estimated timeline for resolving the complaint.
3.2. If additional information or documentation is needed, we will request it from you in a timely manner.
3.3. If there are circumstances that result in a delay in handling the complaint, we will inform you in a timely manner and explain the reason for the delay.
- Dispute Resolution
4.1. If we are unable to reach a satisfactory resolution, you may consider using an alternative dispute resolution method, such as mediation or arbitration.
4.2. You retain your legal rights at all times and may contact relevant agencies or authorities for further assistance in dealing with the complaint.
We strive to handle complaints with care and professionalism. Your feedback is valuable and helps us improve our products and services.