Warranty & Complaints

Warranty (legal conformity & manufacturer's warranty)

When you order from ByMetz.nl , you can expect to receive a sound and high-quality product.
The following applies to all our products:

• Legal warranty (conformity): the product must do what you can reasonably expect. If a product proves defective or non-compliant (under normal use), you are entitled to free repair or replacement . If repair or replacement is not possible or unreasonable, you are entitled to a (partial) refund .

• Manufacturer's warranty (if applicable): This is an additional warranty that does not limit your statutory rights . Where applicable, we state the full warranty period with the product.

How do I report a warranty/defect?

Send us a message with the information below. You can do this by email or WhatsApp :

• E-mail: info@bymetz.nl

• WhatsApp / phone: 040 202 4214

Always mention:

1. Name

2. Address details

3. Phone number

4. Order number or proof of purchase

5. Short, clear description of the problem

6. Photos and/or short video showing the problem

Receipt & handling

• You will receive an acknowledgement of receipt within 2 working days .

• You will receive a substantive response with an appropriate solution (repair, replacement or refund – depending on the product, the defect and the reasonableness) within 14 days of receipt.

Shipping costs under warranty

• In the event of a valid claim under the statutory or manufacturer's warranty , the examination, repair/replacement, and return are free of charge for the consumer.

• If, after inspection, it appears that there is no defect (e.g., normal wear and tear or damage from improper use), reasonable inspection/shipping costs may be charged. We always communicate this in advance .

What is not covered by the warranty?
Damage due to careless or improper use , normal wear and tear , modifications/adjustments by third parties, and damage occurring after purchase due to a fall, impact, or water damage are not covered by the (manufacturer's) warranty. This does not affect your statutory rights.

Return/service address (only after registration)
By Metz – Bags & Suitcases
Shopping center Woensel 59, 5625 AD Eindhoven
(Please register first by email or WhatsApp; you will receive instructions and, if necessary, a return label.)

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Complaints

Do you have a complaint? We're happy to resolve it quickly and efficiently .

How to file a complaint

• E-mail: info@bymetz.nl

• WhatsApp / phone: 040 202 4214

At ByMetz.nl, if you have any complaints, you always speak directly to an owner by email .

• You will receive an acknowledgement of receipt within 2 working days .

• You will receive a substantive response within 14 days of receipt. If we need more time, we will let you know within those 14 days when you will receive a full response.

Independent dispute mediation

If you can't find a solution together with us, you can contact:

• WebwinkelKeur – independent mediation. Check our membership and file a complaint via www.webwinkelkeur.nl .

This complaints and warranty policy does not affect your legal rights. We strive to resolve every complaint quickly, fairly, and in a customer-friendly manner .

Identity of the entrepreneur

VOF By Metz
ByMetz.nl | Bags & Suitcases
Shopping center Woensel 59
5625AD – Eindhoven

Phone number: 040 202 4214 (also available via WhatsApp)
Email address: info@bymetz.nl
Chamber of Commerce number: 72092343
VAT identification number: NL858982869B01
Website: www.bymetz.nl