Complaints

General :

Koeka supplies quality products. It may happen, however, that you receive an item that isn’t absolutely perfect or that becomes defective once you start to use it. If you have a product that you know contains faults, please stop using it with your child.

Your complaint will be justified if it was not caused by:

  • Damage caused by intentional acts or negligence
  • Improper use or lack of maintenance
  • Changes or repair work to the item carried out by the customer or a third party in an amateurish way, without the permission of Koeka
  • Natural and/or normal wear and tear
  • Damage that resulted from not following the user instructions (correctly)

Complaints procedure:

If you have a complaint, please let us know as soon as possible. You can submit a complaint within two months after the discovery of the defect, by completing the contact form, which can be found here.

Please include an exact description of your complaint and state what the item is, the order number and the date of purchase.
You can find the purchase date under the My History section of My Account. If you received the item as a present, please quote the reference numbers that appear on the packing slip, together with the date of delivery.

We will send you a reply within 7 working days, explaining how your complaint will be handled.

You can also submit your complaint to the European Commission for disputes via the ODR Platform.

Item faulty upon receipt:

Have you received an item that is faulty? If so, please report it during the viewing period. If possible, we will send you an immediate replacement.

Justified complaint
:

If your complaint is justified, Koeka will ask you to return the item to our P.O. Box address. Koeka will refund the postage and packing costs on a one-off basis, up to a maximum amount of €5.95 for deliveries to addresses in the Netherlands. The refund will be credited to your account (the one that is listed under My Account). Refunding of the postage and packing costs for orders sent to addresses outside the Netherlands will be judged on a case-by-case basis. Koeka will determine whether the postage and packing costs are reasonable and will credit them to your account (the one that is listed under My Account). A new, replacement item will be sent to you free of charge on a one-off basis.