At CustomPatches.nl, we aim to provide reliable service and custom patches that meet your approved specifications. If something goes wrong with your order, we want to hear about it and work towards a fair solution.
This policy explains how to submit a complaint and what you can expect from us.
1. What Can You Make a Complaint About?
You can contact us about any concern relating to your experience with CustomPatches.nl, including:
- Incorrect patch designs, colours, dimensions or backing options
- Manufacturing defects or damaged patches
- Missing items or incorrect quantities
- Delayed or missing deliveries
- Payment or invoicing issues
- Customer service or communication concerns
2. How to Submit a Complaint
Please email support@custompatches.nl with your order number and a brief explanation of the issue.
Where relevant, include photographs of the patches, packaging or other details that help us understand the problem.
You can also contact us if your complaint concerns a quotation or enquiry rather than a completed order.
3. How We Handle Complaints
Once we receive your complaint, we will review the information provided and investigate the issue.
We may ask for additional details or photographs if needed.
We aim to acknowledge complaints within two working days and provide a substantive response within 14 calendar days. If an investigation takes longer, we will explain the reason and provide an updated timeframe.
4. Possible Resolutions
The appropriate solution depends on the nature of the complaint.
Where an order is defective or does not match the agreed specifications, the available remedies may include repair, replacement, a price reduction or a refund, in accordance with applicable consumer law.
We will not direct customers to a manufacturing partner or delivery company instead of addressing a complaint about an order purchased from us.
5. If You Are Unhappy With Our Response
If you disagree with our proposed resolution, please reply to our email and explain your concerns. We will review the matter again.
Consumers may also seek independent advice or pursue an appropriate dispute resolution procedure. In the Netherlands, ACM ConsuWijzer provides information about consumer rights. A recognised disputes committee may be available where the business is affiliated with the relevant scheme.
6. Your Consumer Rights
Nothing in this Complaints Policy limits your statutory rights.
Personalised patches remain subject to applicable consumer protections if they are faulty, damaged or do not match the agreed order.
For more information, please read our Returns and Refunds Policy.
7. Contact Us
CustomPatches.nl
Email: support@custompatches.nl
Website: https://custompatches.nl/