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Returns & Complaints

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At Sonneveld, we strive to provide our customers with the best possible service. Nevertheless, it may happen that something is not delivered properly or goes as planned and that you are not satisfied. We always recommend that you first report any return requests or complaints to us by sending an email to export@sonneveld.com or calling +31 (0)78 6442606. This applies to returns and complaints about the physical product or our services. 

When contacting us, please state the order number, the relevant item number and the corresponding batch number. You will find this information on the order-related documents that you receive from us by email. The item number and batch number of the product can also be found on the label of the product in question.

Our complaints procedure

 
  • Let us know that you have a complaint within 24 hours of discovering the issue.
  • A complaint can be made via e-mail (export@sonneveld.com) or by telephone (+31 (0)78 6442606).
  • Describe the complaint completely and clearly. Always mention the order number, the related item number and the corresponding batch number. Is the complaint clearly visible? Then we would like to receive photos that shows what’s wrong.
  • You will receive a confirmation of receipt from us within 24 hours of receipt (weekend days excluded). We strive to respond to the complaint as quickly as possible and to provide an appropriate solution.