Complaint page Hop.nl

We recommend that you first report complaints to us by emailing vragen@hop.nl. If this does not lead to a solution, it is possible to submit your dispute for mediation via WebwinkelKeur via https://www.webwinkelkeur.nl/

1. Hop.nl has a sufficiently publicized complaints procedure and will handle the complaint in accordance with this complaints procedure.
2. Complaints about the performance of the agreement must be submitted within 7 days fully and clearly described to the Hop.nl, after the consumer has identified the defects.
3. Complaints submitted to the Hop.nl shall be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the Hop.nl will reply within the 14-day period with a notice of receipt and an indication of when the consumer can expect a more detailed reply.
4. If the complaint cannot be resolved by mutual agreement, a dispute arises which is subject to the dispute settlement procedure.
5. For complaints, a consumer should first turn to the Hop.nl. If the online store is affiliated with WebwinkelKeur and complaints that cannot be resolved by mutual agreement, the consumer should turn to WebwinkelKeur(webwinkelkeur.nl), which will mediate free of charge. Check whether this store has a current membership through https://www.webwinkelkeur.nl/leden/. If there is still no solution, the consumer has the possibility to have his complaint handled by the independent arbitration board appointed by WebwinkelKeur, the ruling is binding and both Hop.nl and consumer agree to this binding decision. There are costs associated with submitting a dispute to this dispute committee, which have to be paid by the consumer to the committee.
6. A complaint does not suspend the obligations of Hop.nl, unless Hop.nl indicates otherwise in writing.
7. If a complaint is upheld by de Hop.nl, de Hop.nl shall, at its option, either replace or repair the delivered products free of charge.