Complaints procedure

You can file your complaint in the following ways:

• By email to contact@spankmachine.com (preferred — so we have all details in writing)
• By phone at +31 50 783 69 69 (Mon–Fri 09:00–17:00 CET)
• By post to MR Tradingservice B.V., Vlasveen 28-6, 9301 PT Roden, Netherlands

To handle your complaint as quickly as possible please include:

• Your name and contact details
• Your order number
• A clear description of the complaint
• Any photos or other evidence
• Your desired resolution

We aim to send an acknowledgement within 1 business day and respond substantively as soon as possible. The maximum statutory term for substantive handling is 14 days from receipt of the complaint.

If we cannot handle your complaint within 14 days, you will receive notification with an indication of when you can expect a substantive response.

If we cannot resolve your complaint to your satisfaction, you as a consumer have the option to submit your dispute to the European Commission's Online Dispute Resolution platform (ODR):

→ https://ec.europa.eu/consumers/odr/

On this platform you can file your complaint and an attempt is made to find a solution via an independent dispute committee. You are not obliged to use this.

If a dispute cannot be resolved through consultation or the ODR platform, the competent court in the district of Noord-Nederland (Groningen location) has jurisdiction, unless mandatory rules provide otherwise.