Warranty and Complaints Procedure

At Bushcraft.shop, we are affiliated with and certified by Thuiswinkel Waarborg. This certification guarantees that we comply with all legal obligations and that our site is technically secure. Our terms and conditions are created in collaboration with the Consumers' Association and are regularly updated to reflect the latest European regulations.

Read our general terms and conditions here

Our business processes are strictly monitored by Thuiswinkel Waarborg, covering not only our webshop offerings but also the handling of complaints and service requests.

We strive to resolve complaints satisfactorily. If a dispute arises between us and a customer, they have the option to contact the Webshop Disputes Committee, to which we are also affiliated. Any decision made by this committee is binding for us.

At Bushcraft.shop, you can shop safely and securely!

View our Thuiswinkel Waarborg Certificate via the link below:
Thuiswinkel Waarborg Certificate

Warranty & Complaints

At Bushcraft.shop, you naturally have the right to a warranty on the products you purchase. If a product breaks despite our strict quality requirements, you are entitled to statutory warranty. This means that a product must be what the consumer reasonably expects it to be or do. Additionally, most products come with a manufacturer's warranty, typically offering at least 12 months, sometimes 24 months, or even a lifetime warranty. Within this warranty period, we will contact the manufacturer to determine the best way to resolve the issue, often resulting in product replacement. We always consult with you to find the best solution.

Below you can read our warranty procedure, which explains what to do if a product you purchased from us is defective or damaged.

DOA Policy

If you receive a product that is defective, damaged, or incorrect, you can claim the DOA (Dead on Arrival) policy. You will receive a free return label from us to send the product back.
We will refund the amount for the returned product via the payment method you used.

Report a DOA (incomplete, damaged, incorrect, or defective product) via email: [email protected]

We will determine the best solution together.
You can create the return shipment after our approval via this link.

Statutory Warranty

If a product is non-conforming, you are entitled to a statutory warranty. The product must do what the consumer reasonably expects it to do. It is important to report this to us within a reasonable time. You can do this by sending an email to [email protected]. Include details of the damage or why the product does not meet the specifications, supported by photos for a quick assessment.

We will do everything we can to resolve the complaint as quickly as possible, always consulting with you for the best solution. For non-conformity, you can return the product free of charge.

Report a non-conforming product via email: [email protected]

We will determine the best solution together.
You can create the return shipment after our approval via this link.

Manufacturer’s Warranty

If a product breaks within the manufacturer’s warranty period due to a defect, you can claim the manufacturer's warranty. Send us an email ([email protected]) or create a ticket in your account on our site, explaining the issue with the product and including photos of the defect. We will forward these to the manufacturer and discuss the available options to resolve the issue, which may include repair or replacement of the item.

After receiving a response from the manufacturer, we will inform you of the next steps to repair or replace the product. You will need to return the item to us, and we will send it to the manufacturer. Returns are free of charge.

If the complaint results from incorrect use, we will explain how to use the product correctly to prevent future issues. Damage or defects caused by incorrect use are not covered by any warranty.

Complaints Procedure

If you are not 100% satisfied with the delivered product or our handling of your order, complaint, or warranty claim, please let us know! Send an email to [email protected] or create a ticket in your account on our site.

We will do everything possible to assist you.
You will receive a substantive response within 14 days, including a proposal.

If our proposal is unacceptable and we cannot reach a solution, you can contact the Webshop Disputes Committee (www.sgc.nl) to submit your complaint and request a ruling. We are affiliated with this committee, and their decision is binding for us. You can submit a dispute to the committee within 1 year after filing a complaint with us. You can also submit your complaint to the European ODR Platform (http://ec.europa.eu/consumers/odr/).