Dispute Resolution

1. Initiating a Dispute
2. Under What Circumstances Can an Issue Be Raised?
3. Exclusions for Disputes and Transactions
4. Handling of Cases

1. Initiating a Dispute

When a buyer wants to return a product, seeks a refund, or otherwise wishes to inform a seller of an issue with their order on Warenhuis.online, they must initially contact the seller directly via the "Order Assistance" link within Purchases and Reviews. Sellers should pay specific attention to returns and refunds in their store policies, and buyers should read and understand these policies before placing an order.

It is crucial that sellers respond promptly to messages from buyers, including "Order Assistance" messages. If a buyer has contacted the seller through the Purchases and Reviews section of their account and has not received a response within 48 hours, or if the issue cannot be resolved by the seller within 48 hours, the buyer has the option to open a "case." Through Warenhuis.online's case system, the buyer can report the issue that could not be resolved with the seller within 48 hours. Warenhuis.online will then assist in resolving the dispute between the buyer and the seller, which may result in automatic closure of the case with a refund or further investigation to help both parties collaborate on a solution.

Some key points to note:

- To open a case, a buyer must have a Warenhuis.online account. If a buyer has purchased an item as a guest, they must create a Warenhuis.online account before opening a case. More information is available through this [link](#).

- A buyer may attempt only one method to reach a resolution with a Warenhuis.online seller. If a buyer has initiated a chargeback with their credit card company, a case cannot be opened. If a buyer requests a chargeback after opening a case with Warenhuis.online, the case will be closed.

- If a buyer has paid via PayPal, Warenhuis.online may advise the buyer to directly contact PayPal.

2. Conditions for Opening a Case

To open a case on Warenhuis.online, orders must meet the following criteria:

1. The order is still within the period during which it is possible to open a case. This period is based on the expected delivery date (if applicable), processing time, and the shipping date of the order. Refer to this [Help article](#) for information on when you can open a case.

2. The buyer has reported the issue with the order to the seller by visiting the Purchases and Reviews section and selecting Order Assistance. The buyer has then given the seller 48 hours to resolve the issue.

3. The buyer wants to open a case due to reasons such as non-receipt of the item, receipt after the estimated delivery period, damaged receipt, or deviation from the description as outlined below.

Purchase Protection from Warenhuis.online

In many cases, order issues can be resolved directly with the seller, or items can be returned according to the seller's return policy. However, Warenhuis.online believes that buyers should always receive the ordered item or get their money back. If these expectations are not met, Warenhuis.online will provide support. Buyers are entitled to a full refund for purchases that do not arrive, arrive after the estimated delivery period, arrive damaged, or do not match the description in the listing.

If an order does not meet the expectations outlined in Warenhuis.online's Purchase Protection, the buyer is entitled to a full refund, including taxes and shipping costs:

A. Items are delivered on time, within the seller's specified processing times, and to the buyer's address as provided on Warenhuis.online. Changes to processing times or shipping addresses via informal channels will not be considered. Exceptions are circumstances beyond the seller's control, such as carrier strikes, natural disasters, war, civil unrest, or other force majeure events as determined by Warenhuis.online.

B. Items are delivered undamaged and adequately packaged for transport.

C. Items match the product description and do not differ significantly from the description or photos. Some examples of eligible scenarios are listed below.

Some exclusions apply and are assessed by Warenhuis.online's Case System. Buyers must have a registered account on Warenhuis.online with a good reputation, meaning they do not violate Warenhuis.online's policies. Abuse of this program may lead to exclusion at the discretion of Warenhuis.online.

Seller Purchase Protection at Warenhuis.online

Warenhuis.online's Seller Purchase Protection is designed to assist qualifying sellers in resolving issues with undelivered, damaged, and non-conforming items. Despite sellers' efforts to ensure a positive buyer experience, complications can still arise. In such cases, Warenhuis.online, provided the order meets all conditions, will reimburse buyers up to USD 250 (including shipping costs and taxes), with sellers not held responsible.

3. Non-Admissible Disputes and Transactions

Some disputes and transactions do not qualify for the case system unless legally required. These include, among others, items that have been altered, used, worn, or washed after receipt, items returned without prior agreement, items correctly described but not meeting the buyer's expectations, shipping cost disputes, items sold offline, transactions outside Warenhuis.online Payments, and disputes falling under local warranty or return laws applicable to the seller or their product.

When an eligible case is submitted for review to Warenhuis.online, we will assess the claim to the best of our ability. It is important to realize that our ability to mediate in certain cases may be limited, leading to a refund. Warenhuis.online reserves the right to, at its discretion, modify the original decision based on information obtained after the case review.

4. Resolving a Case

Once a case is opened, Warenhuis.online will generally automatically resolve and close it on behalf of the buyer or seller. However, Warenhuis.online reserves the right to resolve the case on behalf of the seller, including issuing a refund to the buyer and reclaiming funds from the seller's account if processed through Warenhuis.online Payments. In some cases, further investigation may be needed to resolve the case. The case must remain open until a resolution is achieved. Warenhuis.online may reach out for more information, to which sellers must respond within 2 calendar days.

Warenhuis.online reserves the right to resolve a case within 48 hours of opening in cases of seller inactivity, harassment, refusal of services, case manipulation, and undermining the integrity of the case system. In the absence of cooperation from either party, Warenhuis.online may close, resolve, or reopen a previously closed case to further investigate tracking issues or other dispute aspects. To maintain the integrity of the case system, sellers are not allowed to encourage or demand buyers to close a case before the dispute is resolved.

In the rare event that a case remains open for more than 365 days, it is considered a late delivery, for which the only acceptable solution is a full refund.

We are pleased to provide this policy in your preferred language, but it is important to note that the English version of this document governs your use of Warenhuis.online's services. Your language preference is adjustable in your account settings.

Last updated on January 1, 2024