General Questions or Complaints
General Questions or Complaints
If you have any questions or complaints, you can contact us by email or phone:
• Phone: +31850240113 (Monday to Saturday from 10:00 AM to 6:00 PM)
• Email: contact@kappersenco.eu
We recommend addressing complaints to us first by emailing contact@kappersenco.eu. If this does not resolve the issue, you can file your dispute for mediation through Web Winkel Keur.
Since February 15, 2016, consumers in the EU also have the option to file complaints via the European Commission’s ODR platform, available at http://ec.europa.eu/odr. If your complaint has not been addressed elsewhere, you are free to submit it through the EU platform.
Order Cancellation
• Before Shipping: You can cancel your order at no cost as long as it has not been shipped yet.
• After Shipping: If you cancel the order after it has been shipped, you must refuse the package upon delivery. If payment has already been received, we will refund the purchase amount after we receive the returned package. However, the shipping costs incurred will be deducted (only if you refuse the order at the door and leave it unopened for the courier to take back).
Note: The right of withdrawal does not apply to:
1. Purchases made as part of business activities. The right of withdrawal applies only to individuals purchasing for personal use and entrepreneurs with consumer rights, where the purchase is not directly related to their business or professional activities.
2. Purchases made through financing options, such as installment payments (in3, SprayPay, etc.) or lease agreements.
Wrong Delivery?
If you received an incorrect order, please contact our customer service team immediately:
• Phone: +31850240113
Exchanges
If you wish to exchange a product, please follow the return process:
1. Submit your exchange request in writing to contact@kappersenco.eu, including your full name, invoice number, and the product you would like to receive in exchange for the original product.
2. Once we receive and inspect the returned item, we will ship the replacement product to you.
3. Any price differences will be charged or refunded accordingly.
Shipping Costs:
• The cost of returning the original product is the customer’s responsibility.
• We cover the shipping cost of sending the replacement product.
Returns
Right of Withdrawal for Consumers
As a consumer, you have the right to cancel your order within 14 days of receipt without providing any reason. After cancellation, you have another 14 days to return the product. We will refund the full order amount, including the original shipping costs. However, the cost of returning the product from your home to us is at your expense.
To exercise your right of withdrawal:
1. The product must be returned with all delivered accessories, in its original condition and packaging (if reasonably possible).
2. Contact us via contact@kappersenco.eu.
3. We will process your refund within 14 days after receiving your returned product, provided it meets the stated conditions.
Exceptions:
• Opened consumables (e.g., shampoos, conditioners, gels, waxes, etc.) cannot be returned.
Right of Withdrawal for Business Customers
The right of withdrawal does not apply to business customers. If you are dissatisfied with our products or services, please contact us to discuss a resolution.
Return and Refund Process
• All cancellations, exchanges, and returns must be submitted in writing to Kappers & Co using our withdrawal form, which can be downloaded, completed, and sent via email to contact@kappersenco.eu.
• Please include your full name, invoice number, and bank account details for refunds.
• For international customers, please provide your IBAN and BIC/Swift number.
Return Address:
Kappers & Co
Techniekweg 6
4143 HV Leerdam
Phone: +31850240113
Email: contact@kappersenco.eu
Warranty Policy
Our Commitment
At Kappers & Co, we are committed to providing the highest quality products and services. All our products are covered by a warranty that protects against material and manufacturing defects.
Warranty Period
• Consumers: 24 months from the purchase date.
• Business Customers: 12 months from the purchase date.
(Some products may have different warranty periods, as specified in their descriptions.)
Warranty Coverage
The warranty covers material and manufacturing defects arising from normal use. We will repair or replace defective products at no additional cost.
Exclusions from Warranty
• Damage caused by improper use, neglect, or accidents.
• Normal wear and tear.
• Unauthorized repairs or modifications.
• External factors such as fire, flooding, or earthquakes.
Warranty Procedure
To claim a warranty:
1. Contact us at contact@kappersenco.eu or +31850240113.
2. Provide a description of the defect, proof of purchase, and, if possible, photos or videos of the issue.
3. Ship the product to the address provided above.
For business customers, loaner equipment may be available during repairs for a fee.
Thank you for choosing Kappers & Co. If you have any questions or concerns, we’re here to help!