Complaints procedure
We do our best to get it right first time, but something can go wrong. If it does, please let us know. Below you can read how to report a complaint, when you will receive an answer, and what you can do if we cannot resolve it together.
In short:
• Report your complaint at [email protected] or via WhatsApp.
• We usually reply within 24 hours and in any case within 14 days.
• Report a complaint within 2 months of discovering the fault.
• The same person handles your complaint from start to finish.
• Report your complaint at [email protected] or via WhatsApp.
• We usually reply within 24 hours and in any case within 14 days.
• Report a complaint within 2 months of discovering the fault.
• The same person handles your complaint from start to finish.
1. Reporting a complaint
1.1: E-mail us at [email protected] or send a message via WhatsApp. Through those two channels we are available day and night.
1.2: You can call us on working days on +31 (0)33 207 5050. You are also welcome at Radonweg 10 in Amersfoort, or you can use the contact form on this website.
1.3: Preferably report your complaint in writing, by e-mail or WhatsApp. That way we record it properly straight away and you have a confirmation of what has been agreed.
1.2: You can call us on working days on +31 (0)33 207 5050. You are also welcome at Radonweg 10 in Amersfoort, or you can use the contact form on this website.
1.3: Preferably report your complaint in writing, by e-mail or WhatsApp. That way we record it properly straight away and you have a confirmation of what has been agreed.
2. What we need from you
2.1: Your invoice or order number.
2.2: A clear description of what the complaint is about: what happened, and when.
2.3: For a visible fault: a photo or a short video. That often lets us see immediately what is wrong.
2.4: The solution you have in mind. That saves going back and forth.
2.2: A clear description of what the complaint is about: what happened, and when.
2.3: For a visible fault: a photo or a short video. That often lets us see immediately what is wrong.
2.4: The solution you have in mind. That saves going back and forth.
3. How we handle your complaint
3.1: You will receive a confirmation from us that we have received your complaint.
3.2: We usually give a substantive reply within 24 hours, and in any case within 14 days of receiving your complaint.
3.3: If we need more time to look into it, we will tell you within those 14 days, with an indication of when you can expect a fuller answer.
3.4: We are a small company. The same person handles your complaint from start to finish; you do not have to explain your story over and over.
3.5: If the complaint is justified, we repair or replace the product free of charge, or we refund you. What applies in your case is set out in our Warranty & returns terms.
3.6: Even if we do not agree with you, we will tell you what we have decided and why.
3.2: We usually give a substantive reply within 24 hours, and in any case within 14 days of receiving your complaint.
3.3: If we need more time to look into it, we will tell you within those 14 days, with an indication of when you can expect a fuller answer.
3.4: We are a small company. The same person handles your complaint from start to finish; you do not have to explain your story over and over.
3.5: If the complaint is justified, we repair or replace the product free of charge, or we refund you. What applies in your case is set out in our Warranty & returns terms.
3.6: Even if we do not agree with you, we will tell you what we have decided and why.
4. Within what period should you complain
4.1: Report a complaint about the performance of the agreement within 2 months of discovering the fault, described fully and clearly.
4.2: The sooner you report it, the easier it is to resolve. So please do not wait.
4.3: A pending complaint does not automatically suspend our obligations, unless we inform you in writing that it does.
4.2: The sooner you report it, the easier it is to resolve. So please do not wait.
4.3: A pending complaint does not automatically suspend our obligations, unless we inform you in writing that it does.
5. If we cannot resolve it together
5.1: IBO Computers is not affiliated with a quality mark or an industry disputes committee. We handle complaints ourselves, and we would rather say so honestly than refer you to a body that cannot help you.
5.2: If you cannot reach agreement with us, you can obtain free advice from het Juridisch Loket, the Dutch legal advice centre (juridischloket.nl). Your legal expenses insurer may also be able to help.
5.3: If you live in another country of the European Union, you can obtain free advice from the European Consumer Centre (eccnederland.nl).
5.4: If that does not resolve matters either, you may bring the dispute before the competent court in the Netherlands. Dutch law applies to our agreements.
5.2: If you cannot reach agreement with us, you can obtain free advice from het Juridisch Loket, the Dutch legal advice centre (juridischloket.nl). Your legal expenses insurer may also be able to help.
5.3: If you live in another country of the European Union, you can obtain free advice from the European Consumer Centre (eccnederland.nl).
5.4: If that does not resolve matters either, you may bring the dispute before the competent court in the Netherlands. Dutch law applies to our agreements.
6. What we do with complaints
6.1: We record every complaint and consider whether we need to change something in the way we work. A complaint that keeps coming back tells us something is structurally wrong.
6.2: We work with suppliers we know and we test every device in our own workshop before it leaves us. That catches a large part of the problems before you ever meet them.
6.3: This complaints procedure applies alongside our General Terms and Conditions and our Warranty & returns terms.
6.4: This procedure is also available in Dutch. This English text is a translation for information purposes; in the event of any difference between the two texts, the Dutch text prevails.
6.5: IBO Computers, Radonweg 10, 3812 RL Amersfoort, the Netherlands. Chamber of Commerce 65085639, VAT NL002231868B21. Version of 1 August 2026.
6.2: We work with suppliers we know and we test every device in our own workshop before it leaves us. That catches a large part of the problems before you ever meet them.
6.3: This complaints procedure applies alongside our General Terms and Conditions and our Warranty & returns terms.
6.4: This procedure is also available in Dutch. This English text is a translation for information purposes; in the event of any difference between the two texts, the Dutch text prevails.
6.5: IBO Computers, Radonweg 10, 3812 RL Amersfoort, the Netherlands. Chamber of Commerce 65085639, VAT NL002231868B21. Version of 1 August 2026.