Complaints procedure

At Sofa & Carpet Cleaning, customer satisfaction is our top priority. If you have a complaint about a product or service, we take it very seriously and ensure careful handling.

 

Conditions for filing a complaint

Unused products with a defect:

✔ Unused products that show a defect will be refunded or replaced.
✔ Report the complaint as soon as possible, but no later than 14 days after receiving the product.

 

Used products with a malfunction:

✔ Products that have been used and show a defect can be returned for inspection after consultation.
✔ A purchase receipt is required for complaint evaluation.
✔ Upon receipt, the complaint will be assessed and, if necessary, forwarded to the supplier.

Complaint processing time

✔ You will receive an initial response to your complaint within a few days.
✔ If the product needs to be sent to the supplier for assessment, you will receive a response within 4 weeks.

Exceptions to warranty

Worn-out products: If a product wears out due to intensive or improper use within the warranty period, the warranty is void.
Modified products: If modifications have been made to the product, the warranty is void.
Damage caused by third parties: Products damaged by third parties are not covered by the warranty.

How to file a complaint?

Contact us: Send an email to info@sofa-carpetcleaning.nl or reach out via phone or WhatsApp.

 

Provide information: Make sure to include the following:
✔ A clear description of the complaint.
✔ A copy of the purchase receipt or invoice.
✔ (Optional) Photos or videos of the product and/or issue.

 

Response time: We will respond within 2 business days with an initial update.

Additional options for disputes

If you are not satisfied with the proposed solution, you can submit your complaint to an independent dispute resolution committee.

For more information about dispute resolution, you can contact the European Online Dispute

Resolution (ODR) platform via ec.europa.eu/consumers/odr.

Not satisfied? Let us know!

At Sofa & Carpet Cleaning, we are always open to feedback. Your opinion helps us improve our services. Contact us at info@sofa-carpetcleaning.nl, and we will strive to find a solution that fits your situation.