Complaints Handling
At Hupacha, I work with passion and dedication on every product. Still, it can happen that something isn’t quite as it should be. That’s a shame, but I truly appreciate it when you let me know. Every complaint is an opportunity to learn and make my work even better. Together, we’ll find a solution.
How do you submit a complaint?
Do you have a complaint about a product, delivery, or our service? Let me know in one of the following ways:
By email
Email:
Send an email with a clear description of your complaint. If possible, add some photos, this helps me understand the situation properly.
Via the contact form
You can also use the contact form on the contact page. Select “Complaint” as the subject, and the relevant fields will automatically appear so you can submit your complaint as completely as possible.
What should you include in your complaint?
To handle your complaint as quickly and carefully as possible, it helps if you include the following information:
- Your order number, you’ll find this in the order confirmation you received by email
- Your name and contact details, so I can get in touch with you
- A description of your complaint, be as specific as possible about what went wrong
- Photos, if it concerns damage or a defect in the product, photos are very helpful
- Your preferred solution, do you already have an idea of what a good solution would look like? Let me know
How does the process work?
Confirmation of receipt
Within 2 business days, you’ll receive confirmation that I’ve received your complaint. I’ll let you know that I’m getting started on it.
Assessment
I carefully review your complaint and follow up if needed. Sometimes I may ask for additional information or photos to fully assess the situation.
Solution
I aim to reach a fitting solution within 14 days. This could be a repair, replacement, (partial) refund, or another solution we both agree on. You’ll receive a personal message about this.
Can’t find a solution together?
My goal is to resolve every complaint through good conversation. If, despite our best efforts, we can’t reach a solution together, you can turn to an independent body:
De Geschillencommissie
De Geschillencommissie
Postbus 90600
2509 LP Den Haag
Website: www.degeschillencommissie.nl
European ODR platform
For online purchases within the European Union, you can also use the Online Dispute Resolution (ODR) platform provided by the European Commission:
Website: ec.europa.eu/odr
Prefer a personal conversation?
Sometimes a phone call feels better than an email. You can also reach me by phone at . Together, we’ll discuss what’s going on and look for the best solution.
Hupacha
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