Complaint procedure Vitavie

At Vitavie we do everything we can to provide you with the best possible service. Yet it may happen that you are not satisfied with something. In that case, please let us know so that together we can find an appropriate solution.

Filing a complaint

Do you have a complaint about the performance of the agreement? Please report it within 7 days after you found the problem. Please describe your complaint as fully and clearly as possible so that we can help you quickly. You can submit your complaint by e-mail or by post:

• E-mail: info@vitavie.nl

• Mailing address: Vitavie – Almelosestraat 4, 7631 CG Ootmarsum

Treatment of your complaint

After receiving your complaint, you will receive a substantive response within 14 days. Does your complaint need more time? Then we will let you know within this period that your complaint has been received, along with an expected period within which you can expect a full response.

Not satisfied with the solution?

Does it not work out together? Then a dispute arises that is amenable to independent dispute resolution.

Is Vitavie affiliated with Stichting WebwinkelKeur? Then you can also submit your complaint to this organization at www.webwinkelkeur.nl. They offer free mediation. Check whether our membership is active via this link.

If you still cannot find a solution, you can submit your complaint to the independent dispute committee of WebwinkelKeur. The decision of this committee is binding for both you and Vitavie. Please note: this may involve costs that will be charged to the consumer.

In addition, you can also contact the European ODR platform at: http://ec.europa.eu/odr

Other provisions

• • A complaint filed does not suspend Vitavie’s obligations unless otherwise agreed in writing.

  • If a complaint is found to be justified by Vitavie, we will – at our discretion – replace or repair the product free of charge.