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1. Definitions

In this section about Complaints, the following terms shall have the following meanings:

  1. Entrepreneur: the legal person providing distance products and/or services to Customers, as described in the General terms & conditions
  2. Customer: referring to both Consumers and Corporate Customers;
    - Consumer: the natural person not acting in the exercise of his/her profession or business and entering into a distance contract with the Entrepreneur;
    Corporate Customer: the natural person or legal person exclusively acting in the exercise of his/her profession or business;

2. Complaints procedure

  1. The Entrepreneur wishes for all of his Customers to be 100% satisfied. However, should the Customer have any kind of complaint, he may always contact the Entrepreneur at info@tintrio.be or by telephone +32 3 778 29 40.
  2. Complaints about the performance of the contract shall be submitted to the Entrepreneur fully and clearly described within a reasonable time after the Customer has discovered the defects.
  3. The Entrepreneur shall do what is necessary to reply to the submitted complaints within a period of 14 days after the date of receipt. Should a complaint demand a foreseeable longer time for handling, the Entrepreneur shall respond within 14 days with a notice of receipt and an indication when the Customer can expect a more detailed reply.
  4. By way of Alternative Dispute Resolution measure, the Service de Médiation des Consommateurs of the SPF Economie has been appointed to receive all demands of out of court settlement of consumer disputes. The Service will intervene directly or transfer your complaint to the appropriate service. You can contact the Service de Médiation des Consommateurs via this link. In case of cross border dispute, you can contact the "Online Dispute Resolution" platform of the European Union via this link.
  5. If a complaint cannot be solved in joint consultation, through the Entrepreneur's own complaints service, the Consumer can also submit it via a complaints form given at the website of Safeshops.be. Safeshops.be will mediate between the Consumer and the Entrepreneur, if the Consumer's complaint is accepted by Safeshops. Only complaints submitted via the Safehops.be complaints form will be handled. In this way, this label organisation immediately has all the correct information to further handle the complaint.