No Clutter service

We’ll make it right

Is something wrong with your order, have you received a damaged product, or are you not satisfied with something? Let us know. We’ll be happy to look into it with you and find a suitable solution.

General information

Complaints and warranty at No Clutter

We do our best to process your order carefully and to describe our products as clearly as possible. Still, something can always go wrong. For example, with delivery, packaging, payment, return handling or the product itself.

If that happens, please contact us. We’ll be happy to find a proper solution together.

Warranty

1. Statutory guarantee

All products you buy from No Clutter are covered by the statutory guarantee. This means that a product must do what you, as a customer, may reasonably expect from it.

Is a product faulty, defective, damaged, incomplete or does it work differently than you could expect based on our product information? Please contact us. Depending on the situation, we will look for a suitable solution, such as repair, replacement, subsequent delivery or a refund.

The statutory guarantee does not limit your consumer rights. In the Netherlands, there is no fixed statutory guarantee period: what you may expect depends, among other things, on the type of product, its use, the price and the information provided beforehand.

2. Product damaged or incorrectly delivered?

Have you received a damaged product, is something missing, or have you received the wrong product? Please report this to our customer service as soon as possible.

Preferably include the following information:

• your order number;
• a short description of the problem;
• photos of the product;
• photos of the packaging, if there is transport damage;
• the email address you used to place the order.

This helps us assess what happened more quickly and determine the most suitable solution.

3. When is something not covered by warranty?

The statutory guarantee applies when a product does not meet what you may reasonably expect from it. Damage or problems caused by incorrect use are usually not covered.

In principle, warranty does not apply to damage caused by:

• incorrect or careless use;
• use contrary to the product information or instructions;
• normal wear and tear;
• self-inflicted damage or modifications;
• use for which the product is not reasonably intended;
• insufficient cleaning, maintenance or incorrect storage, where relevant to the product.

Unsure whether your situation is covered by warranty? Feel free to contact us. We would rather take a look with you than leave you with an unanswered question.

Submitting a complaint

4. How do you submit a complaint?

Are you not satisfied with your order, our service, delivery, return handling or a product? Send your complaint to:

Preferably include:

• your name;
• your order number;
• the email address you used to place the order;
• a clear description of your complaint;
• photos or attachments, if they help us assess your complaint.

The clearer the information, the faster we can help you.

5. How quickly do we respond?

We acknowledge and handle complaints as carefully as possible. You will receive a substantive response no later than 14 days after we receive your complaint.

Does a complaint require more time, for example because we need to check something with a carrier, supplier or payment provider? Then we will let you know within this period when you can expect a more detailed response.

6. What solution can you expect?

The appropriate solution depends on the situation. If a product is not good or does not meet what you could reasonably expect, we will look at options such as:

• repair, if this is reasonable and possible;
• replacement of the product;
• delivery of a missing part;
• an appropriate price reduction;
• a refund, if repair or replacement is not appropriate or not possible.

We always look for a solution that fits the problem and your statutory rights as a consumer.

7. Can’t resolve it with us?

We always try to resolve complaints together in a proper way. If we cannot reach a solution together, you as a consumer may submit your dispute to WebwinkelKeur.

WebwinkelKeur handles disputes relating to a consumer distance purchase, meaning an online purchase made by a consumer. Business purchases are not covered by this dispute process.

After you have submitted a dispute via WebwinkelKeur, both you and the web shop will receive a confirmation. The web shop is then first given 7 days to resolve the dispute itself.

If the dispute has still not been resolved after that, you can indicate that you would like mediation by WebwinkelKeur. WebwinkelKeur will then try to reach a solution through hearing both sides.

If mediation also does not lead to a solution, the dispute may be forwarded to the independent disputes committee of Stichting DigiDispuut. This committee can issue a binding decision. According to WebwinkelKeur, this is possible for disputes with a value between €25 and €25,000.

You also always retain the options available to you under the law, such as submitting a dispute to the competent authority or court.

8. Company details

Report your complaint or warranty request

Send us a message with your order number and a short explanation. We’ll review it with you as quickly as possible.