Complaints? We Are Here to Help

At Koning Bamboe, we do our best to process every order carefully and maintain a high standard of service and product quality. If you are not satisfied with a product, your order or our service, please let us know. We will review your complaint carefully and work with you to find an appropriate solution.

1. Let us know Send your complaint to [email protected]. Please include your order number, a clear description of the issue and, where relevant, photos of the product or situation. This helps us assess your complaint as efficiently as possible.

2. Review and response We will carefully review your complaint and, if necessary, contact you for additional information. You will receive a substantive response within 14 days at the latest. If more time is required to properly assess your complaint, we will inform you accordingly.

3. Guarantee and legal conformity If there is a problem with a product, we will first assess the specific situation. You are entitled to a product that conforms to the agreement and meets the reasonable expectations you may have of it. This is generally referred to as the legal guarantee or statutory conformity. The legal guarantee is not limited to a fixed period of two years. The duration and scope of your legal rights depend, among other things, on the product, the circumstances and what you could reasonably expect from the product.

4. An appropriate solution If your complaint is justified, we will look for an appropriate solution. Depending on the circumstances, this may include repair, replacement, another suitable solution or, where you are legally entitled to it, a refund.

5. Independent mediation If we are unable to reach a solution together, you may, where applicable, make use of the available independent dispute mediation options through WebwinkelKeur.