However Vitility aims to reduce the number of complaints to zero, it could happen you have a problem or a complaint. If this is the case, we kindly ask you to inform us about the problem or complaint, so we can settle it quickly and correctly. We only accept returned products with a return number. Return numbers can be requested by e-mail or telephone at our customer service department.
Right of withdrawal
You have the right to cancel the contract up to 14 days after receipt without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, physically seize the good. In order to exercise the right of withdrawal, you must inform us by means of an unambiguous statement (for example, in writing, by post, fax or e-mail) that the agreement will be revoked. You can use the model withdrawal form for this, but you are not obliged to do so. You can also contact us via email@example.com to make use of this right. If you make use of your right of withdrawal, you have 14 days after cancellation to return your product. If you use your right of withdrawal, the product with all accessories and - if reasonably possible - in the original condition and packaging will be returned to the entrepreneur. You are only liable for the value reduction of the products resulting from the use of the products, which goes beyond what is necessary to determine the nature, characteristics and functioning of the products. If you revoke the agreement, you will receive all payments you have made up to that moment, including delivery costs (with the exception of any additional costs resulting from your choice for a different method of delivery than the cheapest standard delivery that we offer). in any case not later than 14 days after we have been informed of your decision to withdraw from the contract, from us back. If you only return part of your order, the costs for delivery will not be refunded. We will pay you back with the same payment method with which you made the original transaction, unless you have explicitly agreed otherwise; in any case, you will not be charged for such reimbursement. We may wait with refund until we have received the goods back, or you have shown that you have returned the goods, whichever comes first. Only the costs for returning from your home to the webshop are for your own account. These costs are approximately 6.95 per package, for the exact rates consult the website of your carrier.
We encourage you to notify us of complaints by sending an email to firstname.lastname@example.org. If this does not lead to a solution, it is possible to sign up for dispute mediation by WebwinkelKeur/ValuedShops. From February 15, 2016 it is for EU consumers possible to submit complaints using the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. When your complaint is not submitted elsewhere you are free to file your complaint using the EU platform. We do advice to submit your complaint first to us or by contacting WebwinkelKeur/ValuedShops.
The legal guarantee applies to all items that you purchase from us. Legal guarantee means that a product is or must do what the consumer can expect in all reasonableness. This warranty does not affect the legal warranty. In addition to the legal guarantee, we also provide a 1-year warranty. This warranty does not affect the legal warranty.