Complaint Resolution

Complaint procedure in brief

It can always happen that something does not go quite as planned. We encourage you to first report complaints to us by emailing support@firstelementsstore.com. If this does not lead to a solution, it is possible to register your dispute for mediation through Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.

From 15 February 2016, it will also be possible for consumers in the EU to file complaints via the European Commission’s ODR platform. This ODR platform can be found at http://ec.europa.eu/odr If your complaint is not already being processed elsewhere, you are free to file your complaint through the European Union platform.”

Consumer complaint scheme

1. FE/AH has a well publicized complaints procedure and handles the complaint in accordance with this complaint’s procedure.
2. Complaints about the execution of the contract must be submitted fully and clearly described to FE/AH within 7 days, after the consumer has discovered the defects.
3. Complaints submitted to FE/AH will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, FE/AH will respond within the period of 14 days with a notice of receipt and an indication when the consumer can expect a more detailed answer.
4. If the complaint can not be resolved by mutual agreement, a dispute arises that is susceptible to the dispute settlement.
5. In case of complaints, a consumer must first turn to FE/AH. If the webshop is affiliated with Stichting WebwinkelKeur and if the complaints can not be resolved by mutual agreement, the consumer should turn to Stichting WebwinkelKeur (www.webwinkelkeur.nl), which will mediate free of charge. Check whether this webshop has a running membership via https://www.webwinkelkeur.nl/ledenlijst/ (this only applies for Dutch and/or Belgian customers). If there is not a solution found by then, the consumer has the opportunity to have his complaint dealt with by the arbitration committee appointed by Stichting WebwinkelKeur, the decision of this is binding and both entrepreneur and consumer must agree with this binding decision. There are costs associated with submitting a dispute to the arbitration committee that must be paid by the consumer to the relevant committee. It is also possible to file complaints via the European ODR platform.
6. A complaint does not suspend the obligations of FE/AH, unless FE/AH indicates otherwise in writing.
7. If a complaint is found to be well founded by the entrepreneur, the entrepreneur will replace or repair the products to the consumer its choice or the delivered products free of charge.

Business customer complaint scheme

1. Alcochem guarantees the proper functioning of its products or materials for a period of six months after delivery, unless otherwise agreed.
2. If the delivery is found to have been unsound, the item must be returned to the contractor carriage paid, unless Alcochem specifies otherwise in writing. After that, Alcochem will make the choice whether to:
   • restores the case;
   • replaces the case;
   • Client credits for a prorated portion of the invoice.
3. The client can only invoke a warranty after he has fulfilled all his obligations to Alcochem. No warranty is given as soon as defects are the result of:
   • normal wear and tear;
   • improper use;
   • maintenance not performed or performed improperly;
   • installation, assembly, modification or repair by Client or by third parties.
4. In the case of delivery of mineral or chemical substances, no warranty is given if, after they have been made available to the Client, they have been contaminated or mixed with other substances, as a result of which their properties have been or will be affected. In such cases, the burden of proof is on Principal.
   • The client can no longer invoke a defect in performance if he has not complained in writing to Alcochem within fourteen days of discovering or reasonably ought to have discovered the defect.

Your order is subject to our Terms and Conditions.

If you are placing an order as an individual, these are
General terms and conditions for consumers;
On behalf of a company or institution are the General terms and conditions for business .

You can download the applicable terms and conditions or read them on the site.
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Consumers

Business