Warranty
How long do I have a warranty?
Any product purchased from James Cooke is covered by the legal warranty. This means that a product is or must do what you as a customer can reasonably expect of it.
If your purchased product no longer works properly, while you should still expect it to, we will work with you to find a good solution. If the defect falls under the warranty, we can, depending on the product and the nature of the defect, arrange for a repair, replacement or refund of the purchase price. Please contact us at [email protected].
What is excluded from warranty?
Normal wear and tear and aging, such as the formation of small scratches due to normal use;
Defects not caused by the product not being used "normally," such as due to improper use, use of consumer products for professional purposes or disassembly.
When does the warranty expire?
Breakage of the product (unless caused by normal use).
If during investigation it appears that the product has already been tried to repair by a third party. In that case, you will be responsible for the investigation costs.
How can I report a complaint?
Of course, it can happen that a delivered item is faulty and deviates greatly from what was agreed upon. In that case, please contact us so we can look for a solution together.
We assess:
- Whether there is a valid complaint;
- If so, how we will resolve the complaint;
- How we can prevent the complaint from occurring in the future.
If you have a complaint about our products or our service, please contact our customer service team at [email protected] or via the contact form. A substantive response to the complaint will be provided no later than 14 days after receipt of the complaint.
Are you not satisfied with the handling of your complaint? Then you can submit it to the Dispute Commission via the European ODR Platform (http://ec.europa.eu/consumers/odr/).