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!
📧 info@hermie.com 📞 +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. Putting a product into use is equivalent to accepting the product in its delivered condition. Does your product arrive damaged and you do not report this to our customer service, but you do use the product? Then we can no longer take action if a case is submitted after commissioning.
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 turn to WebwinkelKeur , which will mediate free of charge. You can contact them at https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. If there is still no solution, the customer has the option to have his complaint handled by the independent dispute committee appointed by WebwinkelKeur, the decision is binding and both entrepreneur and customer agree to this binding decision. Submitting a dispute to this dispute committee involves costs that have to be paid by the customer.
- Complaints procedure via Becom. Should we still not come to an agreement together, you, the consumer, can contact Becom. Becom will mediate between the consumer and the seller if the complaint is prima facie well-founded. You can reach them via the complaint form on https://becom.digital/nl/consumers-complaints/ or in writing: Rue Marquis 1, 1000 Brussels (📧 info@becom.digital). Click here for more information on this Becom procedure or to report a complaint.
- It is also possible for EU consumers to file 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 already being processed elsewhere, you are free to file your complaint via the European Union platform.
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.
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.
• 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 the warranty period, it is assumed to have already existed before delivery unless we can prove otherwise. After the warranty period, you yourself will have to prove that the defect was already present at the time of delivery.
• 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.
• 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.