At Keter.tools, we strive to provide high-quality products and fair customer service. However, situations may arise in which a customer has a question or disagreement related to an order, delivery, warranty, or another part of the process. This policy outlines the procedure and method for resolving such disputes.
1. Internal Dispute Resolution Procedure
In the event of a dispute or complaint, we kindly ask that you first contact us directly so we can assist you as quickly and efficiently as possible.
Contact email: [email protected]
Phone: +359 896 666 967
After receiving your request:
- We will confirm receipt within 3 business days.
- We will review the case in detail along with all provided materials.
- We will contact you with a proposed solution within 14 days of receiving the complaint.
Our goal is to resolve the dispute in the fastest, fairest, and mutually acceptable way possible.
2. Alternative Dispute Resolution (ADR / ODR)
In accordance with European legislation, consumers have the right to use the European Commission’s Online Dispute Resolution (ODR) platform in the event of disputes related to online purchases.
Link to the ODR platform:
https://ec.europa.eu/consumers/odr/
This platform allows consumers and traders to resolve disputes without court involvement, in a fast and convenient manner.
3. Consumer Protection Commission (CPC)
If the dispute cannot be resolved through our internal procedure or via the ODR platform, consumers may contact:
Consumer Protection Commission (CPC)
Website: www.kzp.bg
Consumer hotline: +359 700 111 22
4. Good Faith and Transparency
Keter.tools is committed to acting in good faith, transparently, and with respect toward all of its customers.
Our team will make every effort to resolve any dispute in a way that is fair and satisfactory for both parties.
