Warranty & Complaints

At SolarMask, we believe it's important that you're satisfied with your purchase. Should anything unexpectedly go wrong with your product, you can count on clear warranty terms and transparent complaint handling.

Warranty

1. Legal warranty (2 years)

SolarMask guarantees that our products comply with:

  • the agreement;

  • the stated product specifications;

  • the reasonable requirements of soundness and usability;

  • the legal provisions applicable at the time of purchase.

You therefore have a 2-year legal warranty against manufacturing and material defects.

This means that you are entitled to free repair or replacement if your SolarMask exhibits defects that are not caused by incorrect or careless use.

2. Additional warranty conditions

Any warranty provided by SolarMask or the manufacturer does not affect the consumer's statutory rights.
The consumer always remains protected by European consumer law.

3. Duty to report defects

Any defects or incorrectly delivered products must be:

  • within 2 months after discovery

  • to be reported in writing or by email via:
    📧 contact@solarmask.nl

Is your product defective or damaged upon delivery?
Please report this within 48 hours of receipt, including photos.

4. Disclaimer of Warranty

The warranty does not apply if:

  • the product is damaged due to incorrect, careless or unsafe use;

  • the product has been dropped, become wet or opened/taken apart;

  • repair or modification attempts have been made by the consumer or third parties;

  • damage has been caused by the use of liquids, creams or oils in the device;

  • there is normal wear and tear;

  • the product has been used in conditions for which it is not intended.

5. What is covered by the warranty?

✔ LEDs that no longer work without user error
✔ Electronics that fail
✔ Production errors
✔ Cables or controllers that fail without any cause

We will then arrange for repair or replacement free of charge.

Complaints procedure

It's possible you might be dissatisfied with a product or our service. Please let us know—we'll be happy to resolve this for you.

1. Contact us first

Send your complaint to:

📧 contact@solarmask.nl

Please state the following:

  • your name

  • order number

  • clear explanation of the complaint

  • photos (if applicable)

You will receive a substantive response within 14 days .

2. Are you unable to reach an agreement with us?

Then you can submit your dispute to Stichting WebwinkelKeur :

🔗 https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil/

They offer independent mediation for consumers.

3. European ODR platform (mandatory under EU law)

As of February 15, 2016, consumers in the EU can file complaints via the Online Dispute Resolution platform:

🔗 http://ec.europa.eu/odr

If your complaint has not yet been dealt with elsewhere, you can report it via this platform.