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.

  • Garantie geldt voor manufacturing and material defects aanwezig bij aankoop
  • De garantietermijn is gelijk aan de manufacturer’s warranty van het betreffende product
  • Garantie geldt niet bij incorrect use, normale slijtage of door de klant aangebrachte schade
  • Gebreken dienen within 14 days na ontdekking te worden gemeld
  • Bij gegronde garantieclaim vervangen of repareren wij het 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

Mail naar info@prepz.nl met je bestelnummer en een duidelijke beschrijving van het probleem.

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.

Kom je er niet uit via ons? Dan kun je gratis bemiddeling aanvragen via WebwinkelKeur Foundation. EU-consumenten kunnen ook terecht via het The European Commission’s ODR platform.

Product advice

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

  • We adviseren je over het samenstellen van een emergency kit op basis van je gezinssituatie
  • Vragen over shelf life van noodvoedsel of waterfilters? We beantwoorden ze graag
  • Wil je weten welke producten het meest be suitable for children or the elderly? Neem contact op
  • Voor zakelijk of groepsadvies: mail naar 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.