Customer Service

Warranty and service

We stand behind the quality of our products. Here you’ll find everything you need to know about our warranty, reporting complaints and product advice.

Warranty

At Prepz, the quality of our products is our top priority. All products come with a manufacturer’s warranty. We guarantee that our products comply with the description and meet reasonable quality standards.

  • The warranty covers manufacturing and material defects that were present at the time of purchase
  • The warranty period is equal to the manufacturer’s warranty of the product in question
  • The warranty does not apply in the event of incorrect use, normal wear and tear or damage caused by the customer
  • Defects must be reported within 14 days of being discovered
  • If a warranty claim is justified, we will replace or repair the product free of charge
In addition to the manufacturer’s warranty, as a consumer you also have statutory rights under Dutch civil law. These rights always apply, regardless of the warranty period.

Report a complaint or problem

We take every complaint seriously and do our very best to ensure your shopping experience is as positive as possible.

1

Please get in touch

Email info@prepz.nl with your order number and a clear description of the problem.

2

Add evidence

Please include photos or videos if the product is damaged or faulty. This will help us to find a solution more quickly.

3

Waiting for a reply

We will respond to your complaint within 14 days. In complex cases, we will first send you an acknowledgement of receipt stating the expected response date.

4

Solution

Together, we will look for the best possible solution: replacement, repair or a refund.

If we cannot resolve the issue together, you can request free mediation through WebwinkelKeur Foundation. EU consumers can also use the European consumer dispute information portal.

Product advice

Not sure which product is best suited to your situation? Our staff will be happy to help you with personalised advice.

  • pages.klantenservice.garantie.adviesOverSamenstellenNoodpakket
  • Questions about the shelf life of emergency food or water filters? We are happy to answer them
  • Would you like to know which products are most suitable for children or the elderly? Get in touch
  • For business or group advice, email info@prepz.nl

Frequently Asked Questions

Below you will find answers to frequently asked questions about warranties and after-sales service.

Are you having trouble figuring it out?

We’re happy to help you with warranty claims, complaints or product advice.