Got questions about our warranty policies, dealing with a defect, or want to file a complaint? No problem! We've put together the most frequently asked questions for you, so you can quickly find an answer and know exactly what to do.
All our products come with a standard manufacturer's warranty. This warranty may vary depending on the manufacturer's specifications. We deliver products that meet reasonable expectations of durability and functionality within a variety of budgets. Within the European Union, many products are entitled to the standard 6- to 24-month manufacturer's warranty. In addition to this warranty, many of our suppliers offer an extended warranty ranging from 2 to 10 years. Consult the product specifications for each product for more information. The additional warranty offered by us or our manufacturers does not affect the statutory warranty and is merely supplementary.
To make use of a warranty, it is important to ensure that a product has always been used correctly. This includes normal usage conditions of a maximum of 8 to 12 hours per day, or that you purchased a product with the correct IP rating. If the items have been used correctly, we will refund or repair the product at no additional cost to you.
We do our best to deliver our products to you in top condition. However, it does sometimes happen that an order is defective. If a defect occurs, we ask that you report it to us as soon as possible. These can be defects that occurred during delivery or after a certain period of use.
Unfortunately, our customers sometimes have complaints, and you can find more information about that on this page. If you have a complaint about one of our products or services, you can contact us by starting a chat. If you prefer to email us, you can do so at info@fixerio.nl. We will usually respond within 2 business days and provide a substantive response within 14 days of receiving the complaint.
If you, as a consumer, do not agree with the solution or if we cannot reach an agreement, you can submit your complaint to the Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/). If both consumers and business customers are dissatisfied with how their complaint has been handled, they can also submit it to Thuiswinkel for mediation; for consumers, this can be done via www.sgc.nl and for business customers, this can be done via www.thuiswinkel.org.
You can submit your complaint here, we will try to handle your complaint as best as possible.
Yes.The manufacturer's warranty period (usually between 2 and 5 years) is stated in the product specifications for each item.In addition, the statutory warranty always applies: you can expect a product to perform as expected.
This varies by product. Many products have the standard 2-year warranty, but some have exceptions of 3, 5, or 10 years. Many solar lights have a 6-month warranty.
You go to our warranty and returns portal:
Here you follow the necessary steps and your return is registered.
Not always. In the return information, we indicate whether we actually need the defective item for examination or to harvest parts. If this is explicitly stated in the email, we will request the product's return. If you don't see this information, you can keep the defective item.
Unfortunately, you can no longer claim warranty in this case.We need the defective item to determine what went wrong.
No. We'll send you a return label so you can return the defective item free of charge. Only if the defect is caused by improper use will you be able to choose a shipping method yourself in our returns portal and pay the shipping costs yourself.
Did you receive a replacement item? And if you don't return the defective item within 60 days (unless otherwise agreed), we will charge you the purchase price of the replacement item.
You can do this by completing the required fields on the complaint form. We will get back to you as soon as possible.
Within 14 days of receiving your complaint, we will send you a proposed solution or further explanation. If we are unable to resolve your complaint within that period, you will receive a message with an update and a new deadline no later than day 14.
In both cases, independent parties will mediate to reach a fair solution.