MYKOLAB B.V. COMPLAINTS PROCEDURE FOR CONSUMERS

We would rather hear from you than lose you as a customer. This complaints procedure (“Procedure”) explains how you can submit a complaint to us, what we will do with it and within which periods we will respond. It applies to every purchase you make from Mykolab B.V. (“we”, “us” or “Mykolab”) through our webshop as a natural person who is not acting in the course of a profession or business (“you” or “your”).

Are you a business customer or are you acting on behalf of an organisation? In that case, the arrangements from our general terms and conditions (B2B) apply.

Words written with a capital letter have the meaning given to them in our General Terms and Conditions for Consumers (the “General Terms”).

This Procedure is about complaints. Some subjects have their own route: article 11 of the General Terms if a Product does not comply with the Agreement, article 12 of the General Terms if a Grow Kit is affected by Contamination, which is what our money-back guarantee covers, and our Returns and Refunds Policy if you want to withdraw from a purchase or return a Product. You are always welcome to write to us first and we will point you in the right direction.

This Procedure was last updated on [date].

1. Complaints about our Products or our service

1.1 You may submit a complaint about our Products, our service or the performance of your order by email to contact@mykolab.eu or by post to Mykolab B.V., Keizersgracht 520 H, 1017 EK Amsterdam, the Netherlands. Submitting a complaint is free of charge.

1.2 To handle your complaint properly, please tell us:

1. your name and the contact details on which we may reach you;
2. your order number, if your complaint relates to an order;
3. what has happened, and when;
4. what you would like us to do;
5. if your complaint concerns a Grow Kit, clear photographs of the unopened bag and of the label, together with the batch number if the packaging states one; and
6. any documents, photographs or correspondence that support your complaint.

You may also use the form in Annex 1, but you are not obliged to do so.

1.3 Please tell us about a problem within a reasonable period after you discover it. A report within two months after discovery is in any event timely. Article 11.5 of the General Terms explains what happens if you report later.

1.4 We will confirm receipt of your complaint as soon as possible and we will respond substantively within a reasonable period, and no later than 14 days after we receive it. If we foresee that your complaint requires a longer processing time, we will tell you within that period when you can expect our detailed response.

1.5 If we need further information in order to assess your complaint, we will ask you to provide and we will tell you why we need it. If we cannot obtain that information, we will still respond to your complaint on the basis of what is available to us.

1.6 If our response does not resolve the matter, you may refer the dispute to the competent court. We are not affiliated with a dispute resolution body. You may also ask the consumer authority or the European Consumer Centre in your own country for information and assistance.

2. Confidentiality and our records

2.1 We will handle every complaint confidentially. Only those of our staff who need to be involved in handling your complaint will have access to it.

2.2 We will record your complaint and our response, so that we can use them to improve our Products and our service. We will process and retain your personal data for this purpose in accordance with our privacy statement on the Website.

3. Our contact details

Mykolab B.V.
Trading under the name: Mykolaborian
Address: Keizersgracht 520 H, 1017 EK Amsterdam, the Netherlands
Telephone number: [telephone number] (working days from 09:00 – 17:00)
Email address: contact@mykolab.eu (also for complaints and returns)
Website: www.mykolab.eu
Chamber of Commerce number: 42062253
VAT registration number: [registration number]