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When size does matter!

WebwinkelKeur Webwinkel Keurmerk
  • Maus Model Cars
  • Maus Model Cars

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Complaints procedure

Complaints procedure

The entrepreneur guarantees that the deliverables meet the normal requirements and standards applicable to these products. Should the product purchased by consumers unexpectedly has some damage or a defect, then the consumer will have to send an email (maus@mausmodelcars.nl) with a clear description of the defect and provide of one or more photos to supplement the description, within 48 hours of receipt of the purchase.

The complaints submitted to the entrepreneur will be answered within a period of 14 days from the day of receipt. If a complaint has a foreseeable longer processing time, the entrepreneur will answer within 14 days an acknowledgement and an indication when the consumer will receive a more detailed answer.

If it turns out that the quality of the product (or products) does not meet the normal requirements and standards applicable to these products, the consumer can choose from the following options:

  • If the products are in undamaged packaging and unused (see also Article 7 General Conditions) the consumer may return it within 14 days and the product will be replaced by a new one, if it is in stock. The return shipment will be paid by the consumer, the cost of sending the new products will be paid by the entrepreneur. Unstamped returns will be refused permanently and again returned to sender, the shipping fee is paid by the sender.
  • If the products in undamaged packaging and unused (see also Article 7 General Conditions) return it within 14 days, the consumer receives within 14 days after Maus Model Cars has received the return, the total amount including shipping costs. The return shipment will be paid by the consumer. Unstamped returns will be refused by us permanently and again returned to sender, the shipping fee is paid by the sender.

With complaints that cannot be solved in joint consultation, the consumer has to contact Stichting WebwinkelKeur (www.webwinkelkeur.nl). Stichting WebwinkelKeur will be mediate for free. If there is no solution after the mediation, the consumer has the possibility to submit the complaint by Stichting GeschilOnline (www.geschilonline.com), the decision of Stichting GeschilOnline is binding. The consumer and entrepreneur agree with this binding decision. The submission of a dispute to the arbitration are not for free. The consumer must pay the costs of the arbitration.

This scheme does not apply for the products offered on the Junkyard.