Complaints Procedure

At ILBAY’S, we want every customer to be satisfied with their order and our service. If something has gone wrong, please let us know so that we can investigate the matter and offer an appropriate solution.

How to Submit a Complaint

You can submit a complaint through the contact page on our website, or via email info@ilbays.com. If this does not lead to a resolution, you can submit your dispute for mediation via WebwinkelKeur at https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.

Please include the following information:

• Your full name

• Your order number

• A clear description of the complaint

• The solution you would prefer

• Relevant photographs or documents, where applicable

Providing complete information helps us process your complaint more quickly.

Complaints About Damaged or Incorrect Products

If your order arrives damaged, incomplete, or incorrect, please contact us as soon as reasonably possible after discovering the issue.

Where applicable, include clear photographs of:

• The affected product

• The shipping packaging

• The shipping label

• Any visible damage

Please keep the product and its packaging until we have reviewed your complaint. We may need this information to investigate the matter with the shipping carrier.

Handling Your Complaint

We will acknowledge receipt of your complaint as soon as possible, normally within two business days.

We aim to provide a substantive response within 14 calendar days after receiving the complaint. If we need more time to investigate, we will inform you of the delay and indicate when you can expect a complete response.

Every complaint is assessed individually. Depending on the circumstances, an appropriate solution may include:

• Additional information or assistance

• Replacement of the product

• Repair, where appropriate

• A partial or full refund

• Another reasonable solution agreed with you

Any solution is subject to the applicable statutory warranty and consumer-protection rules.

If You Disagree With Our Response

If you are not satisfied with our proposed solution, please reply to our response and explain why. We will review the complaint again and attempt to reach a reasonable solution with you.

Consumers may also seek independent advice or submit an eligible dispute to an appropriate alternative dispute resolution body. Availability and applicable procedures depend on the consumer’s country of residence and the nature of the complaint.

Statutory Rights

This complaints procedure does not limit or exclude any statutory rights available to consumers under applicable Dutch or European consumer law.

Contact

Questions or complaints can be submitted through the contact page on our website. Please include your order number whenever your complaint concerns an existing order.