Complaints Procedure – Patch & Score
1. Not happy? Tell us
We do everything we can to deliver original, correctly printed products on time. If something is still not right, we want to hear about it. Most complaints are solved with a single message.
2. How to submit a complaint
You can submit a complaint in three ways:
– Through the contact form on our website
– By WhatsApp: +31 6 17818479
– By email: patchandscore@gmail.com
Please include your order number, a short description of the problem and, where possible, a photo. That allows us to assess the situation straight away.
3. What happens next
1. You receive a confirmation that we have received your complaint.
2. We aim to respond substantively within 3 working days.
3. If your complaint needs more investigation, we will tell you within that period and give you an indication of how long it will take.
4. We will always let you know in writing what the outcome is and what we are going to do about it.
4. Possible outcomes
Depending on the situation we can repair the item, send a replacement, refund the purchase amount in full or in part, or reimburse shipping costs. We agree the solution with you before we carry it out.
5. Statutory rights
A complaint never affects your statutory rights. As a consumer in the EU you have a legal guarantee of conformity of at least two years and, on distance purchases, a 14-day right of withdrawal. See our Shipping & Returns page and our Terms & Conditions.
6. Unresolved dispute
If we cannot reach a solution together, you can submit the dispute to the European ODR platform of the European Commission: https://ec.europa.eu/consumers/odr
7. Company details
Patch & Score
Havenweg 100
6122 EK Buchten, The Netherlands
Chamber of Commerce (KvK): 97376639
VAT number: NL005266850B92
Email: patchandscore@gmail.com