Trusted Shops GuaranteeTrusted Shops guarantee and complaint handling procedureEmbreze® is a member of Trusted ShopsWe are a member of Trusted Shops and we have a certified webshop. This means that your purchases are always insured on our webshop. You are insured up to € 100.00 per purchase. This service is free of charge if you are a registered customer at Embreze. Our Buyer Protection offers complete protection for all your online purchases up to € 100.00 and it protects you against loss of payment. Do you want to be protected for purchases with higher amounts? Then you can consider applying for a Trusted Shops Plus subscription. This subscription will protect purchases up to € 20.000 for only € 9.90 a year. A. What is the Trusted Shops Guarantee?The Trusted Shops Guarantee ("Guarantee") covers your purchase or order in any online shop certified by Trusted Shops GmbH and which bears the Trusted Shops quality seal of approval ("Online Shop"). If you have signed up to the Trusted Shops Guarantee after purchasing or ordering from an Online Shop, conclusion of the Guarantee Contract will be confirmed by email, providing you with a guarantee number and an entitlement to a refund within the meaning of this Agreement; in the Guarantee Cases below you will receive a refund of your payments made. The Trusted Shops Guarantee is offered to you by the Trusted Shops Guarantor (see Section D). Trusted Shops GmbH monitors processing of Guarantee Cases on behalf of the Guarantor. B. Guarantee CasesThe Guarantee covers reimbursement of payments actually made as contractually agreed ("Payments Made") in the following cases, provided that the Payments Made are not refunded by the Online Shop within 7 days despite entitlement to a refund and despite a refund request.Money-back in the event of failure to deliver/performa) Goods or digital contents are not delivered or are not made available;b) A service is not provided due to fault on the part of the provider;c) A package holiday cannot be taken and no legally permissible alternative is offered as the result of definitive cancellation of the holiday by the tour operator. The Guarantee, however, does not serve as cover in the event of insolvency and cannot supplement such cover (e.g. upon maximum liability limits being reached/exceeded). Such protection is subject to the travel insurance certificate alone. For online tour operators, the Guarantee also does not cover cases that are, or could be, covered by travel cancellation insurance and cannot supplement such cover (e.g. upon maximum liability limits being reached or in the event of deductibles), the travel cancellation insurance alone applies here.d) A voucher purchased from an Online Shop for the delivery of goods or digital contents or services is not redeemed, even though you have made a legitimate request for redemption by the obligated Online Shop and the voucher purchased has been returned within the scope of the right of revocation. The Guarantee only applies within the agreed cover period and, in particular, does not apply if you allow the voucher to lapse or fail to redeem it for other reasons;e) A service is not provided under an energy supply contract (electricity, gas, district heating, water).f) When negotiating or taking out insurance, the insurance policy fails to come into effect in spite of payments made. In this case, however, the Guarantee does not serve as cover in terms of D & O insurance and cannot supplement the same (e.g. upon maximum liability limits being reached/exceeded). The Guarantee also does not serve to protect the provision of insurance services. Money-back where no refund is provided after cancellation, return of goods, or transport lossg) There is no refund, or an incomplete refund, after cancellation; You are required to have exercised your right of cancellation in time in accordance with the provisions for distance contracts and to have returned the goods to the Online Shop in compliance with methods and deadlines as per the purchase agreement, whereby tracking of the returned goods must be possible (e.g. by registered delivery, parcel delivery; not applicable for small parcels).h) There is no refund, or an incomplete refund, of Payments Made after the return of the goods as agreed; You are required to have returned the goods in accordance with the agreement between you and the Online Shop and the Online Shop has not provided the agreed refund upon receipt of the returned goods, in whole or in part. i) There is no refund, or an incomplete refund, of Payments Made where the Online Shop is responsible for transport loss of the goods ordered online, either upon delivery or upon return in the context of the statutory right of cancellation. Under no circumstances will the Guarantee cover other claims outside the contracts concluded nor will it cover warranty claims or other compensation claims.Under no circumstances will the Guarantee cover other claims outside the contracts concluded nor will it cover warranty claims or other compensation claims.When is my purchase insured at Embreze?Your purchases are insured in the following cases:Your order hasn’t arrived The package was lost in transit, delivered to the wrong person, or left somewhere without your permission.You have not received a refundYou canceled your order and returned the product, but the webshop has not refunded the purchase amount.The webshop is bankruptThe webshop has filed for bankruptcy after your order or can no longer be reached for other reasons and you have not received any products or refund.Invalid voucherYou have received a voucher, but it does not work.How can I report a complaint?We do everything we can to provide our customers the best quality and service. Yet there is still a chance that you may feel dissatisfied with your purchase or the service. Even in this case, we would like to hear what your complaints and experiences are. This way, we can work together towards a good solution. You can report your complaints by phone or by sending an email to [email protected]. Do note that it is important that you clearly explain what your complaint is and what the cause is. This is necessary for us to do more research. You can be sure that we take all complaints seriously and therefore want to take the time to deal with them properly. We strive to handle your complaint within 5 working days.