Reporting a complaint or returning a product.
You have the right to cancel your order up to 14 days after receipt without giving any reason. After cancellation, you have another 14 days to return your product. You will then be credited with the full order amount including shipping costs. Only the costs for returning from your home to the webshop are at your own expense. These costs amount to approximately 7.25 per package, consult the website of your carrier for the exact rates.
If you exercise your right of withdrawal, the product will be returned to the entrepreneur with all accessories supplied and - if reasonably possible - in the original condition and packaging. If the product is damaged or the packaging is damaged more than necessary to sell the product, we can pass on this reduction in value of the product to you. So treat the product with care and ensure that it is properly packaged when returned.
To exercise this right, you can contact us via info@modelcarmate.com We will then refund the order amount due within 14 days after notification of your return, provided that the product has already been returned in good order. If you still have invoices with an outstanding payment, we will not refund but will offset the amount with this outstanding balance.
It can always happen that something does not go entirely as planned. We recommend that you first report complaints to us by sending an email to info@modelcarmate.com. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.
As of 15 February 2016, consumers in the EU can also file complaints via the European Commission's ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.
To file a complaint, please follow these steps:
1. Return the complaint/withdrawal form.
* The form must contain the following information: name, email address, telephone number, product code and description, date of purchase, and order number.
2. Return the product
3. ShippingSend back to the following address:
ModelcarmateVeenendaalkade 512
2547 BC The Hague
Return procedure:
request a return number via info@modelcarmate.com
Pack the item properly, preferably in the box in which you received it.
Send by DHL or PostNL so that you receive proof of shipping and can track the shipment.
You are responsible for the loss of the return shipment, so please keep your DHL/PostNL receipt carefully.
