Warranty & Complaints

Complaints

Not satisfied with your order and have a complaint? That is a pity! We recommend that you first contact our customer service department so they can find an appropriate solution for you. This way everyone stays satisfied & we can continuously improve our service!

πŸ“§ info@hermie.com  πŸ“ž +32 (0)9 396 59 00

Upon receipt, always check the purchased goods and provide us with images if there are any visible defects in the goods. This way customer service can check it for you & offer you a solution soon.


To whom can you address your complaint?

  • In the event of a complaint, a customer should first of all contact the entrepreneur Hermie.
    You can contact our customer service via the e-mail address info@hermie.com or by phone via +32 9 396 59 00.

  • For complaints that cannot be resolved by mutual agreement, the Dutch customer should contact Stichting WebwinkelKeur, which will mediate free of charge. If no solution can be found, the customer has the possibility to let his complaint be handled by the independent dispute commission appointed by Stichting WebwinkelKeur, the verdict of which is binding and both entrepreneur and customer agree to this binding verdict. To submit a dispute to this dispute committee, costs are involved which need to be paid by the customer to the committee concerned.

  • Complaint procedure through SafeShops.be. If we can't work it out together, you as a consumer can contact SafeShops. SafeShops.be will mediate between the consumer and the seller if the complaint is justified at first sight. You can reach them through the complaint form on https://www.safeshops.be/nl/consumers-complaints/ or in writing: Kapelsesteenweg 195/1, 2180 Ekeren (πŸ“§ info@Safeshops.be). Click here for more information about this procedure of SafeShops or to report a complaint.

  • Extrajudicial dispute procedures of the Consumer Mediation Service and the European Dispute Resolution Commission (Online Dispute Resolution for cross border disputes).

Warranty & Repair

We choose our products carefully and want to deliver them to you in top condition. Although the couriers do their utmost, it can unfortunately happen that an order is damaged during transport or that a product does not work properly (e.g. due to a manufacturing defect). In these cases you can make a warranty claim.

To make a warranty claim, you are legally obliged to report the defect to us within two months of its discovery. If the defect is covered by the guarantee, we will repair or replace your product free of charge. If the product has not been used in the way it was intended, no warranty claim can be made. 
The warranty conditions and period can be found on the product page or you can contact our customer service

β€’ Warranty period

We apply the statutory minimum guarantee period of two years to the delivery of goods, if the goods do not comply with the order placed. This means that in the event of defects or malfunction of the goods, a free repair or replacement is possible up to two years after delivery.
As far as possible and reasonable, you have the choice between repair or replacement. Only in the event that the repair or replacement is excessive or impossible, or cannot be carried out within a reasonable period of time, do you have the right to demand a price reduction or the rescission of the contract of sale. 
If the defect or fault becomes apparent within six months of delivery, it is assumed to have already existed before delivery unless we can prove otherwise. After six months, you yourself will have to prove that the defect was already present at the time of delivery. 

β€’ Exceptions to the guarantee

The guarantee does not apply if:

- The customer has repaired and/or modified the delivered products himself or has had them repaired and/or modified by third parties
- The delivered products have been exposed to abnormal conditions or are otherwise carelessly handled or contrary to the instructions of the entrepreneur and / or on the packaging
- The inadequacy is wholly or partially the result of government regulations concerning the nature or quality of the materials used. 

β€’ Making a claim under the guarantee

Do you want to make a claim under our guarantee? Please send us pictures of the damaged or defective product, together with your purchase details. You can email these details to info@hermie.com. The customer service department will assess whether the product needs to be returned to us for inspection/repair (and will provide you with a return label so you can take the package to a PostNL parcel point in your area) or whether you will immediately receive a new product.

For some brands (e.g. Intex), the defective product must be taken to a repair point or you can contact the supplier directly. This has been agreed in advance with the supplier so that we can offer you an even better & faster (repair) service. If this is the case, you will be informed by the customer service department and they will provide you with the necessary information to report the complaint or repair.