Complaints procedure

What can you expect from us?

Eight Arms offers products of the highest quality and specialises in personalising items. Nevertheless, on very rare occasions it could happen that you receive an item that has not been personalised to the highest standards or that develops a fault after you have started using it. When dealing with complaints about products sold by us we follow the law in addition to the general conditions laid down by the Nederlandse Thuiswinkel Organisatie (Dutch Organisation for Distance Selling).

The warranty schemes apply without prejudice to your legal rights as a consumer. As soon as you submit a complaint about an article we will investigate whether the warranty applies and try to find an appropriate solution to the problem. But even after the warranty period has expired you can contact us with a well-founded complaint. If you can reasonably expect that an item, after a certain period of time and used in the normal way, ought to still function properly and if the product defect has arisen through no fault of your own, you can have the item repaired or replaced by us.

In all of these cases we will ensure that your complaint is dealt with in a speedy manner. There may be occasions where you could reasonably be expected to bear part of the cost of putting things right. As an example, if you have been able to use the item in a normal way for an extended period of time and its usable life has been prolonged thanks to the repair. Or else, if you have been using the item for an extended period of time and we swap it with a new product. If we feel it is reasonable that you bear part of the cost we will let you know beforehand.

A well founded complaint:

De klacht is gegrond als deze niet veroorzaakt is door:

• beschadiging door opzet, of door nalatigheid;
• onoordeelkundig gebruik of nalatig onderhoud;
• normale slijtage en/of • beschadiging door het niet of niet juist in acht nemen van de gebruiksaanwijzing.

Further information concerning:

• Returns
• Delivery time
• Verzendkosten
• Do you wish to submit a complaint?

Your complaint may, of course, be of a different nature altogether. As we welcome suggestions to help us improve our service even more, we would ask you to email your complaint to service@eightarms.nl or to call us, during office hours, on +31 (0)36 – 760 88 88. We will respond to the substance of your complaint within 24 hours.