As a customer, you have many rights. That's a good thing! However, we understand that it can sometimes be a lot of information. To make it easier for you, you can click on one of the words below to go directly to the correct paragraph. What is your question or problem about?

1. Right of withdrawal
2. Legal warranty
3. Complaints

As a consumer, you always have a 14-day cooling-off period with Fidello. This means you can cancel your purchase and return it within 14 days of receiving it, without giving a reason. This right of withdrawal is legally established and applies to almost all purchases you make online.

Right of withdrawal

• You have 14 days after receiving your order to decide whether you want to keep the product.
• You can return the product within this period without giving a reason. Please inform us first at klantenservice@fidello.nl .
• After registering your return, you have another 14 days to return the product.
• Once we have received the product in good condition, you will receive a full refund of the purchase price, including any shipping costs, within 14 days .

Conditions for return:

• The product must be returned in its original condition and packaging , to the extent reasonably possible.
• In case of damage due to use that goes beyond what is necessary to assess the product, we can hold you liable for the reduction in value.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to all products. Exceptions include:

• Custom-made products or products that have been personalized especially for you.
• Hygiene products where the seal has been broken.

Do you have questions about your right of withdrawal or are you unsure about a specific product? Feel free to contact us at customerservice@fidello.nl ; we're happy to help!

At Fidello, we apply the statutory warranty that applies to all our products. This means that any product you purchase from us must meet your reasonable expectations. If a product malfunctions within a normal period of use, you are entitled to repair or replacement, depending on the situation.

Legal warranty

The legal guarantee means that a product you buy must be in good condition. You are entitled to a sound product that meets your reasonable expectations. If not, you are entitled to an appropriate solution, such as:

• Repair of the product,
• Replacement of the product,
• Or a refund of the purchase price if repair or replacement is not possible.

This applies to all products, regardless of whether there is a manufacturer's warranty.

Warranty procedure

If you notice a defect or problem, please contact customerservice@fidello.nl and include your order number . Our team will review your complaint and respond within 1 to 2 business days .

Exceptions

Please note that the warranty does not apply to:

• Damage caused by incorrect use of the product,
• Normal wear and tear or aging of the product,
• Damage due to accidents or improper maintenance .

Have any questions or need more information about a specific product? Don't hesitate to contact us; we're happy to help!

Complaints

At Fidello, we strive to deliver the highest quality products. However, it's possible that a production error occurs or a damaged product arrives. In that case, we're ready to resolve the issue as quickly as possible.

How do I report a complaint?

If you have a complaint about a product, please contact our customer service at customerservice@fidello.nl . Always include your order number so we can help you quickly.

How quickly will my complaint be handled?

We aim to handle complaints within 1 to 2 business days on weekdays. You'll always receive confirmation that we've received your message, and we'll keep you updated on our progress.

Doubts or questions about a product?

Do you have questions about a product or are you unsure about anything? Please feel free to contact us at customerservice@fidello.nl . We're happy to help.

It's always possible that something doesn't go exactly as planned. We recommend that you first report any complaints to us by emailing klantenservice@fidello.nl. If this doesn't lead to a solution, you can submit your dispute for mediation through WebwinkelKeur at https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil .

Consumers in the EU can also submit 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 yet being processed elsewhere, you are free to submit it via the European Union platform.

Mediation by the Webshop Quality Mark Foundation

If you don't appreciate this, you can always contact the mediation department of the Webshop Quality Mark Foundation, to which we are affiliated. They will then mediate: https://www.keurmerk.info/nl/consumenten/klacht/

As of February 15, 2016, consumers in the EU can also submit 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 yet being processed elsewhere, you are free to file it via the European Union platform.