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Warranty & Complaints



We care about our products and logically do our best to deliver them to you in top condition. However, it sometimes happens that an order breaks during transport or that something else happens so that you can claim the warranty. From a legal point of view, you are obliged to report this to us within two months of the discovery of the defect. If the defect falls within the warranty, we will arrange for repair or replacement free of charge.

Click here for the extensive Warranty Conditions.

For additional information about various incidents, click on Return and Refund Policy


Your order will be delivered damaged (by the package delivery person)

Occasionally it happens that the transport service delivers the package damaged.

In the event of visible (serious) damage, where you suspect or see that the contents of the package have also been damaged, you must refuse receipt.

The delivery person of the package must complete a claim form and hand over a copy of it signed to you.

(the name of the carrier and the order code must be clearly legible).

Also take a photo of the damaged package.

You must report this to us within 2 days of the incident date.

Send the following 3 documents as an attachment to an email message to

1) a copy of the order confirmation or invoice

2) a copy of the aforementioned claim form.

3) a photo of the damaged package.

With this form we can submit a claim for damages to the carrier, after approval of the claim you have submitted to us, we will refund you the purchase amount including shipping costs.

State clearly your name and bank account number to which we can refund your purchase price.


Outside the aforementioned 2-day advertising period and / or without showing the 3 documents mentioned, we cannot process your request.


What happens if you as our customer do not collect an order or refuses to receive?

When an order is not picked up by the recipient, it is returned to our warehouse. Once it is received in the warehouse, it is managed automatically by the TSS team and is then passed onto the administration department to process the payment.
The order shipment and the return to the warehouse entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses.
Keep in mind that the management process can last several weeks.



It can always happen that something does not go entirely as planned. It is of course annoying if you have a complaint about the service you experienced. However, we kindly ask you to pass on your complaint via e-mail to the customer contact department. This can be done by emailing Our employees in the customer contact department will review the complaint and try to resolve the complaint to everyone's satisfaction. After receiving your complaint you will receive a confirmation from us.

We will respond to your complaint within 14 days of receipt. If it requires more time, we will inform you of this.

If you do not appreciate this, you can always contact the mediation department of Stichting Webshop Keurmerk where our web store is affiliated or if you want to the WebwinkelKeur Foundation via If for some reason the mediation attempt does not lead to a satisfactory solution, it is possible to submit your dispute to the Disputes Committee (SGC). From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.