Complaints procedure
Kaas & Borrelz — trading name of Cheese @ Home
We do our best to carefully pack and deliver every order. If something does go wrong, we will resolve it for you as quickly as possible. Below you can read how our complaints procedure works.
How to file a complaint
Send your complaint by email to info@kaasenborrelz.nl, including:
- your order number;
- a clear description of the complaint;
- where possible, one or more photos (for example, in the event of damage or a quality defect).
If the product was delivered damaged, incorrectly, or defective, please report this within 24 to 48 hours of delivery. Due to the limited shelf life of our fresh products, we unfortunately cannot always process complaints received outside this period, unless this could reasonably not have been expected of you. For other complaints, for example about our service or website, no fixed period applies: simply report it as soon as you encounter the issue.
What happens with your complaint
You will receive an acknowledgment of receipt from us. We will assess your complaint as quickly as possible and provide a substantive response within 14 days at the latest.
What can you expect for a justified complaint
If your complaint about a product is justified, you can choose from:
- free replacement delivery;
- a credit; or
- refund of the purchase price.
For other complaints, we will work with you to find a suitable solution.
If we cannot reach an agreement
If we cannot reach an agreement together, you can bring the dispute before the competent court or use the European ODR platform: ec.europa.eu/consumers/odr. Dutch law applies to all our agreements.
Contact
Kaas & Borrelz, part of Cheese @ Home
Eindseweg 17, 3959 AT Overberg
Email: info@kaasenborrelz.nl
Phone: 06-33030554
Also read our General Terms and Conditions and our Shipping and Returns page.
