Manufacturer's warranty

 

The manufacturer of your ordered item can provide a manufacturer's warranty. If a product becomes defective within the warranty period, you are entitled to repair or replacement. You do not have to pay for this repair or replacement. The defective product must meet the warranty conditions set by the manufacturer and must have been used in a normal way.

 

The warranty conditions differ per manufacturer. In the packaging of your item you will often find a booklet with the conditions for the manufacturer's warranty.

 

You can always contact the manufacturer if you have any questions about this or want to make use of the manufacturer's warranty. Do you want to have an item repaired? Then start your repair request in 'my account'.

 

Is it an item that was purchased from a partner? Then contact the partner.

 

Please note: some items have less or no manufacturer's warranty. For example, think of 'consumables' such as shampoo or diapers.

 

Legal warranty

 

Has the manufacturer's warranty period expired or is the defect no longer covered by the manufacturer's warranty? Then the legal warranty still applies. This guarantee means that the purchased item must meet what was promised and what you could reasonably expect. For this, you can use the manufacturer's guarantee conditions. Do you discover that your item does not (any longer) meet your requirements? Please contact us or the partner if it concerns an item from a Kyndly partner. The statutory guarantee also applies after the manufacturer's guarantee has expired.

 

If the item breaks during the guarantee period through no fault of your own, you may be entitled to repair or replacement of the item. You do not have to pay for this repair or replacement. Whether you are entitled to this depends on your situation. Below you can find what you can do in that case.

 

Guarantee certificate

 

The guarantee certificate for your item is usually the invoice or proof of purchase. You can find this with your order in 'my account', and if not, send an e-mail to the seller and ask for the invoice.

 

A broken item?

 

No unexpected repair costs

If the item breaks during the guarantee period, you may be entitled to repair or replacement. You do not have to pay for the repair or replacement. Below you can find a description of what you can do per situation.

 

Within the return period

 

Did you order an item that was already defective upon receipt and has the return period not yet expired? Then you can return this broken item and order a new item. Returning is always free, you do not need to print a return label, and this is the fastest way to receive a properly functioning item.

 

Register a return

 

You can always contact our customer service directly if you have received a defective item. If you expect or have incurred costs (for example for returning), please contact us.

 

Outside the return period

 

Item purchased from Kyndly

 

Start your repair request

 

Or look at the item in 'my account' and click on 'Start repair request'. Then follow the step-by-step plan.

 

Item purchased from a Kyndly partner

 

Contact the partner to discuss the options. Can't reach an agreement with the partner? Then contact Kyndly customer service.

 

Second-hand item

 

You may also be entitled to a guarantee for second-hand items. Make sure you have proof of purchase. If you don't have one, request one from us or from the Kyndly partner where you purchased the product.

 

Questions and problems

 

- No 'Start repair' link visible?

 

Do you not see a 'Start repair' link in 'my account'? Then a repair for that item is not possible. Check 'my account' to see if returns are still possible. Has the return period expired? Then contact our customer service. We will be happy to help you find a solution. For items from Kyndly partners, it is not possible to register a repair via 'my account'. In that case, contact the partner.

 

- Is it necessary to print a shipping label?

 

You do not need to print a shipping label or return label to send an item for repair. After registering the repair, you will receive a step-by-step plan on how to send the item.

 

Warranty period expired

 

Has the warranty period expired, has the product not been used normally, or does it not meet the other warranty conditions? We can then repair the product for a fee, provided it can still be repaired. We will only carry out the repair after you have given permission, so that you do not have any unexpected costs. Before the repair is carried out, you will first receive an estimate of the costs. You can then choose:

 

- Have it repaired for a fee

- Return it without repair (you will then pay the investigation costs of €19.95)

- Repairer at home, where you can decide after the investigation not to want a repair (you will then pay the investigation costs of €80)

- Free recycling (not possible for all items)
 

Duration and tracking of repairs at Kyndly

A repair usually takes 20 working days, but we always try to be done faster. We will send you an email at every step. You can also track the repair via 'my Kyndly'. If your item is repaired at home, this is often done the same day.

 

Is a defective item not covered by the warranty? Then the repair may take a little longer. We will only start after you have given us permission, so that you do not have any unexpected repair costs.