Warranty and Complaints Policy
At Dutch Performance Products BV, we care about the quality of our products and do our best to deliver every order in good condition.
This Warranty and Complaints Policy explains what you can do if a product is damaged, defective, incorrect or if you have a complaint about our products or services.
Nothing in this policy limits any mandatory legal rights you may have as a consumer under applicable law.
1. Company Information
Dutch Performance Products BV
Trading name: Dutch Performance Products
Website: dpp-shop.com
Address:
Damsterweg 2
9628BT Siddeburen
The Netherlands
Please note: this is not a visiting address.
- Chamber of Commerce number: 97671959
- VAT identification number: NL868173277B01
- Email: support@dpp-shop.com
- Phone: +31 59 822 60 02
2. Legal Guarantee
We are responsible for delivering products that conform to the agreement.
A product must have the characteristics that you may reasonably expect based on the product description, specifications, price, intended use, instructions, public statements and applicable legal requirements.
If a product is defective, damaged, incorrect or does not conform to the agreement, please contact us as soon as possible at support@dpp-shop.com.
If the issue falls within the legal guarantee or any applicable commercial warranty, we will provide an appropriate solution free of charge. Depending on the situation, this may include repair, replacement, a price reduction or a refund.
Any commercial warranty provided by Dutch Performance Products BV, a manufacturer or an importer does not affect your statutory rights as a consumer.
3. Reporting a Warranty Claim
If you wish to make a warranty claim, please contact us at support@dpp-shop.com.
Please include the following information:
- Your order number;
- The email address used to place the order;
- A clear description of the issue;
- Photos or videos of the defect, damage or incorrect product, where relevant;
- Photos of the packaging and shipping label, if the issue may have occurred during transport.
Please report the issue as soon as possible after discovering it. For consumers, a report made within two months after discovering the issue will in any case be considered timely.
4. Assessment of Warranty Claims
After receiving your warranty claim, we will assess the issue based on the information provided and, where necessary, the returned product.
We may ask you to return the product so that we can inspect it or forward it to the manufacturer, importer or supplier for further assessment.
If the product must be returned for assessment, we will provide you with return instructions.
If the warranty claim is approved, we will offer an appropriate solution in accordance with your legal rights.
5. Damage During Transport
Although we pack every order as carefully as possible, damage during transport can unfortunately occur.
If your parcel or product arrives damaged, please contact us as soon as possible at support@dpp-shop.com.
Please include photos of the damaged product, the outer packaging, the inner packaging and the shipping label. This helps us assess the situation and, where necessary, report the damage to the carrier.
If the damage falls within our responsibility or your legal rights, we will provide an appropriate solution.
6. Incorrect Product Received
If you have received an incorrect product, please contact us at support@dpp-shop.com.
Please include your order number and photos of the product received. We will review the issue and provide a suitable solution as soon as possible.
7. Exclusions and Incorrect Use
Warranty does not apply to damage or defects caused by circumstances for which Dutch Performance Products BV is not responsible.
This may include, where applicable:
- Incorrect use of the product;
- Improper installation or application;
- Use contrary to the product instructions, safety warnings or intended purpose;
- Normal wear and tear;
- Damage caused by misuse, negligence or lack of proper maintenance;
- Modification or repair by the customer or a third party without our consent;
- Damage caused by external factors after delivery.
If you are unsure whether a product is suitable for your intended use, please contact us before using or applying the product.
8. Complaints
If something does not go as expected, we kindly ask you to contact us first so we can try to resolve the issue.
You can submit a complaint by emailing us at:
Please include the following information where applicable:
- Your order number;
- Your contact details;
- A clear description of the complaint;
- Relevant photos, videos or documents.
We will review your complaint as soon as possible. We aim to respond within 14 days after receiving your complaint. If we need more time to handle your complaint, we will confirm receipt and indicate when you can expect a more detailed response.
9. WebwinkelKeur Mediation
Dutch Performance Products is affiliated with WebwinkelKeur.
If your complaint cannot be resolved directly with us, it may be possible to submit your dispute for mediation through WebwinkelKeur.
You can find more information about WebwinkelKeur dispute mediation here: WebwinkelKeur dispute mediation .
The availability and conditions of mediation or dispute resolution may depend on the applicable WebwinkelKeur membership, the nature of the complaint and the applicable rules at the time of submission.
10. EU Online Dispute Resolution Platform
The European Online Dispute Resolution Platform has been discontinued and is no longer available. For this reason, we no longer refer customers to the former ODR platform.
If you have a complaint, please contact us directly first at support@dpp-shop.com. If we cannot resolve the complaint together, WebwinkelKeur mediation may be available as described above.
11. Business Customers
For business customers, warranty and complaint handling may differ from consumer rights, unless mandatory law provides otherwise.
Business customers must inspect products upon delivery and report visible defects, transport damage or incorrect deliveries as soon as possible.
Specific warranty or complaint arrangements for business customers, quotations, dealer accounts or B2B orders may apply if agreed separately in writing.
12. Contact
For questions about warranty, defects, damage, incorrect products or complaints, please contact us at:
Dutch Performance Products BV
Email: support@dpp-shop.com
Phone: +31 59 822 60 02
Customer Service Opening Hours
- Monday: 09:00 - 17:00
- Tuesday: 09:00 - 17:00
- Wednesday: 09:00 - 17:00
- Thursday: 09:00 - 17:00
- Friday: 09:00 - 17:00
- Saturday: closed
- Sunday: closed