Guarantee and complaints

1. Statutory guarantee

A product must meet what you may reasonably expect on the basis of the contract. In the Netherlands, the statutory guarantee has no fixed standard period; what is reasonable depends on the product, the price, the use and the agreements made.

If a product turns out to be faulty under normal use, an appropriate solution must be found. Which solution is appropriate depends on the situation.

2. Two-year commercial guarantee

In addition to your statutory rights, we give a two-year commercial guarantee on the fabric and our made to measure wave curtains under normal and careful use.

This additional guarantee does not limit your statutory rights. If the statutory protection goes further in a specific situation, it continues to apply.

3. When is a guarantee claim appropriate?

• A clear production fault or error in the agreed specification.
• A component that unexpectedly fails under normal use.
• A problem with the fabric or finish that has not been caused by normal use or maintenance.
• An order that demonstrably does not match the confirmed made to measure choices.

4. Normal use, wear and maintenance

Textiles and components in use can wear over time. Prolonged sunlight can also affect colour. This does not automatically mean that there is a production fault.

Damage caused by incorrect washing, improper maintenance, a modification to the product or an external cause is not automatically covered by the commercial guarantee. Your statutory rights always depend on the specific situation.

5. How to report a problem

• State your name and order number.
• Take one photo showing the whole curtain.
• Take a clear close-up photo of the problem.
• Briefly tell us when you first noticed the problem and what exactly is happening.

6. How we handle a complaint

We first look at the order details and the information you send. If we need more, we will contact you.

Depending on the problem, an appropriate solution may consist of an explanation, repair, replacement of a component, replacement of the product or another solution that suits the situation. A statutory remedy is carried out within a reasonable time and free of charge if you are entitled to it.

7. Transport damage

If you see clear damage on receipt, please report it as soon as possible. Photos of the packaging, the complete curtain and the damaged part help with the assessment.

We do not treat transport damage as a withdrawal during the cooling-off period.

8. Unable to resolve it?

Email info@gordijnen.com or call +31 85 273 63 78. We always try to resolve a complaint directly and carefully with you first.

Your statutory consumer rights continue to apply.