Complaints Policy Fedde&Kees

Fedde&Kees aims to deliver quality products. To achieve this, Fedde&Kees adheres to strict quality standards. Unfortunately, it may happen that you receive a product that does not entirely meet these standards or unexpectedly breaks immediately after it has been put into use. If a product exhibits defects, it must no longer be used (by your child).

Does your product not meet strict quality requirements upon receipt:

Take your product NO In use, please contact Fedde&Kees directly using the returns form, and Fedde&Kees will endeavour to replace the product with a sound product as quickly as possible. You must return the product in question at Fedde&Kees's expense, up to a maximum of €4.95 within the Netherlands (outside the Netherlands, reasonable shipping costs will be considered). Fedde&Kees will refund these shipping costs to your account, as known to us.
Your complaint is valid provided it has not been caused by:

  • Damage by intent or negligence
  • Unwise use or negligent maintenance
  • Alterations or repair work performed by the consumer or third parties without the knowledge or permission of Fedde&Kees
  • Natural and/or normal wear and tear
  • Damage resulting from failure to observe, or incorrect observance of, the instructions for use and/or washing instructions.

Complaint handling

If you have a complaint, we ask you to notify us as soon as possible.

You can submit a complaint by email to klantenservice@feddekees.nl Subject: Complaint.

Please include at least the following information in your email:

Product
Colour
Type
Purchase Date
Order number
Accurate description from the complaint supplemented with a photo in case of a product defect

You will receive a response from Fedde & Kees within a maximum of 7 working days regarding the handling of your complaint.

Complaints regarding the services provided by Fedde&Kees:

It is certainly not intended that you experience an unsatisfactory service. Please detail your complaint as much as possible to Fedde&Kees via klantenservice@feddekees.nl. You will receive a response from Fedde&Kees regarding the handling of your complaint within a maximum of 7 working days.

Dispute

If a complaint or dispute cannot be resolved by Fedde&Kees, Fedde&Kees advises submitting the complaint to the Thuiswinkel Disputes Committee at www.sgc.nl. You can also submit your complaint to the Disputes Committee via the European ODR Platform.

Other questions:
If you have any further questions, please feel free to contact us via klantenservice@feddekees.nl. We are happy to help.

For the remaining terms and conditions, see:

Terms and Conditions,
Privacy Policy,
Return Policy.