Complaints Procedure

At Budget Tegels, we always do our utmost to assist our customers well and find a suitable solution. If you are not satisfied with a product, delivery, or our service, we would like to hear about it. We take every complaint seriously and handle it with care.

We believe it is important to handle complaints quickly, clearly, and properly. In many cases, we will work together to find a suitable solution, such as an explanation, a supplementary order, product replacement, correction of an error, or, if applicable, an appropriate refund.

You can submit your complaint to us in the following ways:

To process your complaint as quickly as possible, we ask you to include at least the following information:

• name
• order number or invoice number
• phone number
• email address
• clear description of the complaint
• any photos of damage, breakage, shortages, or deviations

If the complaint concerns damage, breakage, or an incorrectly delivered product, always include clear photos of the product, its packaging, and any label or batch number.

Acknowledgement of Receipt:
Upon receipt of your complaint, we will generally send you a confirmation within 2 business days.

Substantive Handling:
We aim to substantively assess and respond to your complaint within 14 days. If we need more time, we will inform you as soon as possible.

Suitable Solution:
We do our best to find a suitable solution together. The appropriate solution depends on the situation. This could include, for example:

• supplementing the delivery
• replacing a product
• a partial or full refund
• another reasonable solution that fits the complaint

Situation Control:
In some cases, we may ask for additional information, photos, or to evaluate the product before providing a definitive solution. We may also ask you not to process, install, or use the product until the complaint has been assessed.

Always inspect your order immediately upon receipt and always before processing, installation, or use.

Complaints about visible damage, breakage, shortages, or incorrectly delivered products must be reported to us in writing as soon as possible and within 48 hours of receipt, preferably with clear photos.

This is important because it allows us to properly inspect visible damage or delivery errors and communicate more quickly with transport, warehouse, or supplier.

Budget Tegels is not liable for damage resulting from incorrect processing, incorrect installation, an unsuitable subfloor, incorrect use, incorrect storage, incorrect adhesive or grout selection, incorrect maintenance, or other circumstances beyond our control.

We therefore always advise checking products thoroughly beforehand and processing them solely according to the applicable product information and processing guidelines.

If a delivery has not been carried out correctly, damage has occurred during transport, or a part of the order is missing, please contact us as soon as possible.

If no one is present at the time of delivery, or delivery cannot take place due to circumstances on the customer's side, additional transport, storage, or re-delivery costs may be charged. A complaint about these extra costs will be assessed based on the specific situation and the agreed delivery arrangements.

A complaint may be rejected in whole or in part if:

• the complaint is insufficiently substantiated
• the damage or deviation was not reported in time, even though it was visible upon receipt
• the product has already been processed or used while the complaint was verifiable beforehand
• the damage resulted from incorrect use, incorrect processing, transport by the customer themselves, or inadequate storage
• the complaint relates to normal product characteristics, such as usual differences in shade, batch, caliber, texture, print, or gloss, provided this falls within normal tolerances

We always try to resolve complaints together first. If we cannot reach a solution together, as a consumer you can report your issue to ConsuWijzer. ConsuWijzer is the consumer desk of the Authority for Consumers and Markets. Reports help the regulator gather information about companies that do not comply with the rules. The ACM does not handle every individual dispute itself.

If a legal dispute remains thereafter, the dispute can be submitted to the competent court according to the applicable law and the agreements in our general terms and conditions.

All agreements, complaints, and disputes with Budget Tegels are exclusively governed by Dutch law.