Complaints & Warranties

Damage? What to do next?

Damage is a very annoying issue and unfortunately not always preventable. Although, of course, we always strive to do so.

Always check the products carefully upon receipt of your order. In the unlikely event that damage has occurred to one of the items in your order, please report this within 48 hours of receiving your order by e-mail to the store that delivered the Cleopatra products.

We ask that you include pictures, if possible, so that the damage can be assessed and so that we can check with our carrier in the event of shipping damage.

Complaint handling

At Cleopatra, everything revolves around satisfied customers! If you should have a bad experience with your order or our service, we would like to hear about it. We will do everything in our power to resolve your complaints and to satisfy you within reason.

If you purchased a Cleopatra product from/by an installation company or had it installed, you should send your complaint directly to this company.

If your complaint concerns a product you purchased directly from www.cleopatra.nl, please address your complaint to at**@cl*******.en. Then the procedure is as follows:

• You will receive confirmation of your complaint and the manner in which Cleopatra will handle and attempt to resolve your complaint within 2 working days.
• We will respond to your complaint within 14 days of receipt, should it take longer, we will inform you.
• If we are unable to resolve your complaint to your satisfaction, you can use the Stichting Webshop Keurmerkverzoeken To mediate the resolution of the dispute.
• If the mediation of Stichting Webshop Keurmerk does not lead to the desired result, the dispute may be submitted to the independent disputes committee of Stichting Webshop Keurmerk, which is managed by Teurlings & Ellens Advocaten in Amsterdam. Further information about the Disputes Committee of Stichting Webshop Keurmerk can be read at www. webshopkeurmerk.nl: https://www.keurmerk.info/Home/Klacht.

Warranty

Cleopatra offers a guarantee on production and material errors on its baths, whirlpool baths, saunas and steam rooms.

Should you wish to make use of the guarantee, please contact us at at**@cl*******.en.

In addition to the manufacturer's warranty, the legal rights regarding warranty and conformity apply without prejudice.