Complaints Procedure

It may always happen that something doesn’t go as planned. We recommend that you first notify us of any complaints by emailing info@pursecurse.nl. If this does not lead to a solution, you can submit your dispute for mediation through WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.

Step 1: Contact us

Step 2: Submit your complaint

Provide as many details as possible about your complaint, including your order number, a description of the issue, and any relevant photos. We will do our best to address your complaint as quickly as possible.

Step 3: Confirmation of receipt

Once we have received your complaint, we will send you a confirmation via email that we are processing your complaint. We aim to respond to complaints submitted on weekdays within 24 hours.

Step 4: Investigation and resolution

Our customer service team will investigate your complaint and propose an appropriate solution as quickly as possible. This could include a replacement product, a refund, or a gift voucher, depending on the nature of the issue.

Step 5: Follow-up

After providing a solution, we will stay in regular contact with you to ensure that you are satisfied with the resolution and to address any further questions or concerns you may have.

Step 6: Complaint closed

Once your complaint has been resolved to your satisfaction, it will be considered closed. We aim to resolve complaints within a reasonable time frame and to your satisfaction.

Feedback is welcome

We are committed to continuously improving our customer service. Therefore, we welcome your feedback on our complaints procedure and any suggestions for improvement.

For any further questions or comments, you can always contact us at info@pursecurse.nl.