⚠ This is a fictitious webshop, it is not possible to order these products

We aim to deliver quality kit and quality service. If something goes wrong, we want to hear about it and put it right. This page explains how to file a complaint and what happens next.

How to file a complaint

You can submit a complaint in any of the following ways:

  • By email: 551162@student.saxion.nl
  • By phone: +31 684040453 (Mon–Fri, 09:00–17:00 CET)
  • By post: KitNations B.V., Attn: Customer Service, Stadionkade 12, 1077 WW Amsterdam, The Netherlands
  • Via the form on our Contact page (select “Other” and describe the issue)

To help us resolve the complaint quickly, please include:

  • Your full name and order number
  • A clear description of the complaint and what you would like as resolution
  • Photos or other supporting documentation, where relevant
  • The best phone number or email to reach you

What happens next

  1. We send you an acknowledgement of receipt within 2 business days.
  2. We investigate the complaint and respond with a substantive answer within 14 days. If a complaint requires more time, we will tell you why and give you a realistic timeline.
  3. We try to resolve the issue by mutual agreement — refund, replacement, repair, or another remedy that fits the situation.
  4. You will receive written confirmation of the outcome.

If we cannot agree

If we are unable to resolve your complaint together, you have the following options:

1. EU Online Dispute Resolution (ODR) platform

The European Commission provides an online platform for the out-of-court resolution of consumer disputes:

https://ec.europa.eu/consumers/odr

You can submit a complaint there and the platform will forward it to us. We are willing to participate in ODR proceedings where appropriate.

2. Stichting Geschillencommissies (Dutch Disputes Committee)

For Dutch consumers, complaints that we are unable to resolve internally can be submitted to the Stichting Geschillencommissies for Consumer Affairs: www.degeschillencommissie.nl.

3. Civil court

You retain the right to bring proceedings before the competent civil court in your place of residence or in Amsterdam, in line with our Terms & Conditions.

4. Autoriteit Consument & Markt (ACM)

For complaints about unfair commercial practices, you can also contact the Dutch Authority for Consumers & Markets (ACM) via www.consuwijzer.nl.