Complaints Procedure

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1. Our Commitment

At Klexironaoex, we are committed to providing high-quality products and excellent customer service. However, we understand that sometimes issues may arise. This complaints procedure outlines how we handle complaints in accordance with Dutch consumer protection laws and EU regulations.

2. How to File a Complaint

2.1. Contact Us First

We encourage you to contact us directly first, as we can often resolve issues quickly and efficiently. Please contact us:

When contacting us, please provide:

  • Your name and contact information
  • Order number or reference
  • Description of the issue
  • Any relevant documentation (photos, emails, etc.)

2.2. Response Time

We aim to acknowledge your complaint within 2 business days and provide a substantive response within 14 business days, in accordance with Dutch consumer protection regulations.

3. Types of Complaints

3.1. Product Quality

If you receive a product that is defective, damaged, or does not meet the description, please contact us immediately. We will investigate and provide a solution, which may include replacement, refund, or repair.

3.2. Delivery Issues

If your order is delayed, damaged during shipping, or not received, please contact us. We will work with our shipping partners to resolve the issue.

3.3. Service Complaints

If you have concerns about our customer service, website functionality, or any other aspect of our service, we welcome your feedback and will work to address your concerns.

4. Our Complaint Handling Process

  1. Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
  2. Investigation: We will investigate your complaint thoroughly and may request additional information if needed.
  3. Response: We will provide a written response with our findings and proposed solution within 14 business days.
  4. Resolution: We will work with you to implement an appropriate solution.

5. Alternative Dispute Resolution

If you are not satisfied with our response, you may seek assistance from alternative dispute resolution services:

5.1. European Online Dispute Resolution Platform

As an EU-based business, we participate in the European Online Dispute Resolution (ODR) platform:

ODR Platform: ec.europa.eu/consumers/odr

5.2. Dutch Consumer Authority

You may also contact the Dutch Consumer Authority (Autoriteit Consument & Markt - ACM) or the Netherlands Authority for Consumers & Markets:

ACM Website: www.acm.nl

5.3. Stichting Geschillencommissie

For certain types of disputes, you may contact the Dutch Foundation for Consumer Complaints Boards (Stichting Geschillencommissie):

Website: www.degeschillencommissie.nl

6. Legal Rights

Filing a complaint does not affect your legal rights under Dutch consumer protection law, including:

  • Right to withdrawal (14 days)
  • Right to repair or replacement
  • Right to price reduction
  • Right to rescind the contract
  • Right to damages

7. Contact Information

For complaints or questions about this procedure, please contact us:

Email: writetous@klexironaoex.world

Phone: +31206617808

Address: Gustav Mahlerlaan 24, 1082 MC Amsterdam, Netherlands

Business Hours: Monday to Friday, 9:00 AM - 5:00 PM CET