Complaints Procedure

1. Submission of complaints

1.1. Complaints regarding the formation, execution, or fulfillment of an agreement, as well as complaints about delivered products or related services, must be submitted by the consumer in a clear, complete, and sufficiently specified manner via the designated contact form.
1.2. The consumer is required to notify Climate King BV of a complaint as soon as reasonably possible after the alleged deficiency, deviation, or irregularity has been observed.

2. Handling and response time

2.1. Upon receipt of a complaint, Climate King BV shall confirm receipt thereof within a reasonable period.
2.2. Climate King BV aims to provide a substantive and reasoned response no later than fourteen days after receipt of the complaint.
2.3. If the nature or complexity of the complaint is such that a substantive handling within the aforementioned period is not reasonably possible, Climate King BV will send an acknowledgment of receipt within this period, providing an indication of the timeframe within which the consumer can expect a further substantive response.

3. Dispute resolution

3.1. If a complaint does not lead to a mutually acceptable solution through consultation between the parties, a dispute exists within the meaning of the applicable legislation.
3.2. In that case, the consumer is free to submit the dispute to the competent court, in accordance with the provisions set out in the applicable general terms and conditions.
3.3. Additionally, the consumer has the option to register the dispute via the Online Dispute Resolution (ODR) platform facilitated by the European Commission.

4. Final provisions

4.1. This complaints procedure does not affect the mandatory statutory rights and legal remedies available to the consumer.
4.2. This complaints procedure is exclusively governed by Dutch law.