1. File a complaint
Do you have a complaint or are you dissatisfied with something? Let us know – we would be happy to resolve it together.
How to submit:
- Email: info@houseify.com - describe your order and the problem as completely as possible, add photos for product complaints.
- Telephone: +31 315 260 240, available Mon-Fri 08:00-17:00.
Response time: you receive within 5 working days a substantive response. If that is not possible, we will let you know when you can expect an answer.
2. Your consumer rights at a glance
Legal guarantee / conformity
You are entitled to a sound product. If there is a problem, we will ensure we for free repair, replacement, or refund – you will not be referred to the manufacturer or our supplier. See Warranty & Conformity for the full scheme, including the reversed burden of proof in the first 12 months.
Judge reviews ex officio: In the event of a dispute concerning distance selling, the court independently assesses whether we have complied with our information obligations – the Supreme Court ruled this on 12 November 2021.
Right of withdrawal
You have a statutory cooling-off period of at least 14 days for online purchases; Houseify applies a more generous period of 30 days. See the Return and withdrawal policy for the full scheme, including the customization exception and the withdrawal button (mandatory from 19 June 2026).
Please note: If we have failed to inform you correctly about your right of withdrawal, your cooling-off period will be automatically extended by maximum 12 months (Art. 6:230o paragraph 2 of the Dutch Civil Code). We make every effort to prevent this.
3. Can't we work it out together?
If we cannot resolve this together, you can submit the dispute to the competent Dutch court. Dutch law applies to all agreements.
Without a quality mark: you can always submit your dispute to the competent authority. Dutch judge.
Good to know: the European ODR platform for online disputes is discontinued as of July 20, 2025. We do not refer to this.
4. Supervision
The Authority for Consumers & Markets (ACM) monitors consumer rights. For information and complaints: consumenten.acm.nl / ConsuWijzer.
See also Warranty & Conformity and Return and withdrawal policy.
Last updated: June 1, 2026.
