Complaints and disputes
Importeria B.V. handles complaints about consumer orders, delivery, payment and product conformity.
1. Submitting a complaint
Send your complaint to order@importeria.nl. Where possible, include the order number, relevant facts and only necessary evidence.
2. Response time
Importeria responds to your complaint within 14 days of receipt. If a longer processing time is foreseeable, you receive an acknowledgement within that period stating when you can expect a more detailed response.
3. Thuiswinkel mediation
Allow Importeria at least four weeks to resolve the complaint by mutual consultation before it becomes a dispute under the applicable Thuiswinkel procedure. For as long as Importeria.com is listed as a certified Thuiswinkel.org member carrying Thuiswinkel Waarborg and the scheme applies to your complaint, you may use complaint mediation through Thuiswinkel.org.
4. Dispute
If mediation does not resolve the complaint, a dispute may, where the scheme has jurisdiction and applies, be submitted to the Thuiswinkel Disputes Committee under its current rules. You retain the right to approach a competent court or supervisory authority.
Company details
Importeria B.V.
Keulsepoort 2 - Unit 280
5911 BZ Venlo
The Netherlands
KvK: 76959066
VAT: NL860853901B01
+31 (0)20 220 210 8
Monday-Friday
09:30-17:30