Warranty & Complaint Procedure

Warranty Webshop products

We care about our products and logically do our best to deliver them to you in top condition. However, it does happen occasionally that an order breaks down during transport or something else happens that allows you to make a warranty claim. Under European law, we are liable for any defect of conformity that comes to light within a period of two years after the delivery of the goods. You may have additional rights under Dutch law.
If you discover or should discover a defect in the product you should contact us within a reasonable time. A reasonable time is at least two months. Under circumstances, a period longer than two months may also be acceptable.
If you contact us in a timely manner, we will arrange for a free repair or replacement.

 

Complaints Webshop products

It can always happen that something doesn't go quite as planned. We encourage you to first report complaints to us by emailing info@aromapro.eu. If this does not lead to a solution, it is possible to submit your dispute for mediation through WebwinkelKeur at https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. As of Feb. 15, 2016, it is also possible for consumers in the EU to file complaints through the European Commission's ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not already pending elsewhere, you are free to file your complaint through the European Union platform.

 

Complaints Training

AromaPro makes every effort to provide you with the best possible service. Still, you may not be satisfied. Of course, you can then submit your complaints or comments to us. We will handle them in confidence and try to reach a solution in consultation with you.

AromaPro observes the following procedure when doing so:

Filing a complaint
Complaints should be made known by mail.

AromaPro will send an acknowledgement of receipt to the complainant within 7 working days of receiving the complaint. The acknowledgment of receipt shall include, at a minimum, a description of the procedure and the expected time for handling the complaint.

Confidentiality
Any complaint is always handled in strict confidence from both parties.

Investigation complaint
AromaPro undertakes to initiate a further investigation of the submitted complaint and strives to be able to take action to which the complainant can agree within a reasonable period of time.

Within 7 business days, correspondence will be exchanged with the complainant regarding the outcome of the investigation, the decision made and any follow-up actions.

Hearsay
AromaPro will give the Student and any other parties involved the opportunity to be heard. AromaPro turns the hearing into a report. The report is sent to those involved and is archived.Tanja Daniels is AromaPro's point of contact for complaints. By questioning trainees both by phone and email, she is able to filter complaints.

Resolve
AromaPro strives to resolve the complaint within 30 days. If longer time is needed to investigate, AromaPro will notify the student within 30 days and explain the delay.If the report has not been handled to the complainant's satisfaction, the student will report their dissatisfaction to AromaPro again.

Complaints should be resolved to everyone's satisfaction.

Serious complaints, which could cause a claim, for example, can be reported to aromatouch@doterra.com

Ruling of aromatouch@doterra.com is binding on both parties.

We also have an independent mediator, who can be called in in case of dissatisfaction with the solution:

Abby Stopher
astopher@doterra.com

Alteus House
1 N Fourth St
Milton Keynes
MK9 1NE
United Kingdom
+44 1908 088672

Registration
AromaPro takes care of registration of the Complaints submitted to it and keeps the relevant documents for one year.
All complaints are recorded to the following schedule:

1. Date complaint filed:

2. Date & Location training:

3. Name of complainant:

4. Description of complaint:

5. Date contact recording AromaPro:

6. Description of investigation complaint:

7. Date proposed solution:

8. Description of proposed solution:

9. Customer satisfied Yes/No (evt description):

10. Date complaint forwarded to AromaTouch:

11. Response AromaTouch:

12. Customer Satisfied Yes/No (possibly description):

13. Date complaint forwarded to Abby Stopher (independent mediator):

14. Response Abby Stopher (independent mediator):

15. Customer Satisfied Yes/No (possibly description):