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The entrepreneur has a sufficiently publicised complaints procedure and handles the complaint in accordance with this complaints procedure.
Complaints about the performance of the agreement must be submitted to the entrepreneur within a reasonable time, fully and clearly described, after the consumer has identified the defects.
Complaints submitted to the entrepreneur will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur will respond within the 14-day period with a notice of receipt and an indication of when the consumer can expect a more detailed answer. Sales by Alpha Supps.nl and its agreements and the performance thereof shall be governed exclusively by Dutch law. Applicability of the Vienna Sales Convention is expressly excluded.
For complaints, a consumer should first turn to the entrepreneur. If the webshop is affiliated with Stichting WebwinkelKeur and for complaints that cannot be solved in mutual consultation, the consumer should turn to Stichting WebwinkelKeur (webshopkeur.nl), it will mediate for free. Check if this online shop has a current membership via https://www.webwinkelkeur.nl/leden/. Should a solution still not be found, the consumer has the option to have his complaint dealt with by the independent dispute committee appointed by Stichting WebwinkelKeur, the decision of which is binding and both entrepreneur and consumer agree to this binding decision. Submitting a dispute to this dispute committee involves costs that have to be paid by the consumer to the committee concerned. It is also possible to submit complaints via the European ODR platform (http://ec.europa.eu/odr).
A complaint does not suspend the operator's obligations unless the operator indicates otherwise in writing.
If a complaint is found valid by the operator, the operator will, at its discretion, either replace or repair the delivered products free of charge.
Applicable law and competent court
Dutch law applies to all agreements concluded. The competent court is the court in the domicile of the entrepreneur.