Last updated: December 16, 2025

COMPLAINTS PROCEDURE

It may happen that something does not go entirely as planned. We recommend that you first submit any complaints to us by emailing info@nivello.eu.

If this does not lead to a solution, you may submit your dispute for mediation via WebwinkelKeur at:
https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil

If your complaint is not being handled elsewhere, you are also free to submit it via the European Union’s online platform.

DAMAGES

Has your order arrived damaged? We’re sorry to hear that and want to resolve it as quickly as possible. You can report a damaged order within 7 days of receiving it. Please follow the steps below to report the damage and request a replacement product:

• Send an email to info@nivello.eu stating that your product is damaged. Include your order number or attach your pro forma invoice to speed up the process.
• Add photos of the inside of the original packaging, clearly showing how the product was packed.
• Add photos of the outside of the packaging, clearly showing any damage.
• Include a photo where the shipping label is clearly visible.
• Briefly describe the damage to the product.

You can also submit your complaint to the Consumentenombudsdienst. This independent public service acts as a central contact point for disputes between consumers and businesses:
https://consumentenombudsdienst.be/nl

For cross-border disputes, you can also use the European Union’s Online Dispute Resolution platform:
http://ec.europa.eu/odr