Our Commitment
At LustroPad, we strive for customer satisfaction. If you are not satisfied with your order or our service, we want to resolve this for you.
How to File a Complaint
You can submit your complaint via:
- Email: info@lustropad.com
- The contact form on our website
Please include in your complaint:
- Your name and email address
- Your order number
- A clear description of the complaint
- Photos if applicable
Response Time
We will acknowledge your complaint within 2 business days and aim to resolve it within 14 days.
What We Can Help With
- Defective products
- Incorrect orders
- Shipping issues
- Payment problems
- Website or service issues
What We Cannot Accept Complaints For
Important: We cannot accept complaints regarding:
- Damage to surfaces caused by product use - this is user responsibility
- Results not meeting expectations - polishing results depend on user skill and technique
- Products used incorrectly or on unsuitable materials
As stated in our Terms and Conditions, all liability for product use lies with the user. We strongly recommend testing on an inconspicuous area first.
EU Online Dispute Resolution
If we cannot resolve your complaint, EU consumers can use the Online Dispute Resolution platform.
Applicable Law
Dutch consumer protection law applies. EU consumers may also rely on mandatory consumer protection laws of their country of residence.
