[C] Complaints
Complaints procedure.
This page outlines the intended customer complaint path. Response targets, escalation, and operator ownership must be confirmed before checkout opens.
Planned procedure — applies to all orders when checkout opens.
[1] First step
Email us.
If you have a complaint about a product, delivery, or any other aspect of your order, start by emailing hello@brightnessbased.shop once ordering is live.
Include in your email:
- Your order number.
- A clear description of the complaint.
- Photos if the complaint concerns a product's condition.
The operator must confirm acknowledgement and resolution targets before launch.
[2] Timeline
Response time.
The launch procedure should set a clear acknowledgement target, resolution target, and update cadence for cases involving suppliers or carriers. Those commitments are not yet confirmed.
Owner to confirm
Escalation contact, internal case reference format, and any formal complaint form will be added here before launch if required.
[3] Escalation
If we cannot agree.
If we are unable to resolve your complaint to your satisfaction, you can submit it to the EU Online Dispute Resolution platform:
This platform connects consumers and traders across the EU to resolve disputes without going to court. Our email address for ODR submissions is hello@brightnessbased.shop.
You also retain the right to bring proceedings before the competent court in your place of residence under Dutch consumer law.
[Q] Contact
Start here.
Preview questions can be sent to hello@brightnessbased.shop. The live complaint route will be confirmed before checkout opens.
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