Complaints procedure
This is an English translation of the Dutch text. If the two versions differ, the Dutch text prevails.
At EZelectronics we strive for high-quality repairs, reliable products, clear communication and excellent service. Are you not entirely satisfied after all? Let us know. We take your complaint seriously and would be glad to work with you to find a suitable solution.
Submitting a complaint
You can submit your complaint by email, telephone, WhatsApp, post or in person. Describe your complaint as clearly as possible and, if available, state your repair number, invoice number, order number or device details.
Email info@ezelectronics.nl
Telephone and WhatsApp +31 6 17872404
Visiting and postal address EZelectronics
Oranjestraat 15
2131 XN Hoofddorp
The Netherlands
What can you include?
With the right information we can assess your complaint more quickly. Where possible, please include the following:
A clear description of the complaint.
Your name, contact details and repair, invoice or order number.
Photos, videos or other information that clarify the complaint.
The solution you would like, if you already have a preference.
Handling your complaint
After receipt we assess your complaint as soon as possible. We aim to respond to the substance of your complaint within 14 days.
If further investigation is needed, for example because we have to inspect a device technically or check an order, we will inform you of this and tell you which next steps are required.
In some cases you may need to bring the device or product to us or return it to us. In the case of a repair complaint, preferably do not carry out further repairs or changes before EZelectronics has had the opportunity to investigate the complaint.
In the case of a repair: make a backup of your data beforehand if possible. Although we handle your device with care, we cannot in all cases guarantee that data will be preserved during investigation or remedial work.
Working together towards a solution
Our principle is to resolve complaints fairly, carefully and in a customer-friendly way.
Depending on the situation, a solution may consist of, for example, further investigation, an explanation, repair, replacement, warranty handling, correction of an order or another suitable solution.
Repairs and services
Does your complaint concern a repair, diagnosis or other service provided by EZelectronics? Please first give us the opportunity to investigate the complaint and, where necessary, offer a suitable solution.
Our general repair and service terms apply to repairs and services.
Complaints about our webshop
It can always happen that something does not go quite as planned. We advise you to first make complaints known to us by email at info@ezelectronics.nl.
If this does not lead to a solution, you can submit your dispute for mediation through WebwinkelKeur.
This applies to consumer complaints about purchases made through our webshop shop.ezelectronics.nl.
Submit a dispute through WebwinkelKeur
Webshop terms
Products purchased through our webshop are subject to the separate general terms, warranty terms and returns policy of the webshop.
Other disputes
If, despite our efforts, we do not manage to reach a solution together and mediation by WebwinkelKeur does not apply, the dispute may be submitted to the court that has jurisdiction under the law.
Your statutory rights as a consumer always continue to apply.
Do you have a complaint or question?
Please contact us directly first. We would be glad to help you reach a suitable solution.