Complaints and abnormalities
We recommend that you first report any complaints or deviations to us by downloading the complaint form on this page and filling it in as completely as possible. We always do our best to find a suitable solution for your problem.
Please include as much relevant information as possible, such as:
- Name of your company
- Your first and last name
- Contact details (telephone number and/or email address)
- The nature of the complaint (for example: defective product, late delivery, damage upon delivery)
- A detailed description of the complaint, possibly with photos
- How you think the complaint can best be resolved
Download the complaint form here and send it to us completed.
Complaints about the performance of the agreement must be submitted within 7 days after the defect has been discovered, it must be submitted to Nipak in full and clearly described.
Complaints submitted to Nipak will be answered within 14 days of receipt. If the handling requires more time, you will receive a confirmation of receipt within this period and an indication of when you can expect a substantive response.
If this does not lead to a solution, you can submit your dispute for mediation via WebwinkelKeur.
As a consumer within the EU, you can also use the European Commission's ODR platform via http://ec.europa.eu/odrYou can submit your complaint there if it has not yet been handled elsewhere.
Guarantee
We care about our products and do our best to deliver them to you in top condition. However, it can happen that an order gets damaged during transport or that something else goes wrong that entitles you to a warranty.
By law, you are required to report a defect to us within two months of discovering it. If the defect falls within the warranty, we will provide repair or replacement free of charge.