Complaint Procedure

At Lumetallix, we always strive to provide you with the best possible service. However, if you are dissatisfied with our service and would like to file a complaint, please let us know as soon as possible.

It is important that you officially communicate your complaint. This can be done, for example, through our complaint form. We consider any negative experience or expression from you as a user regarding our services, products, or procedures as a complaint. Every complaint falls under our complaint policy. All complaints are handled carefully through our internal complaint procedure.

We take every complaint seriously

Once we receive a complaint, you will receive a confirmation from us within five working days. We will then provide a substantive response to the submitted complaint within 2 weeks. In rare cases where resolving the complaint takes longer, we will inform you in advance of when you can expect a response. Sometimes we may not be able to resolve a complaint to your satisfaction. In that case, you can turn to the Kifid (Financial Services Complaints Institute). Here are their contact details:

Postbus 93257
2509 AG Den Haag

Model Withdrawal Form

We offer the right to withdraw from the agreement within a period of 14 days without stating any reasons. The withdrawal period expires 14 days after the day on which you received the service. To exercise your right of withdrawal, you need to inform the relevant seller about your decision to withdraw from the agreement through an unambiguous statement. This can be done in writing, by post, fax, or email.

You can use the model withdrawal form provided, but it is not obligatory. To exercise your legal right of withdrawal, it is sufficient to indicate that you are exercising your right of withdrawal before the withdrawal period expires.

Consequences of withdrawal

If you withdraw from the agreement, you will receive all payments you have made up to that point, including delivery costs (excluding any additional costs resulting from your choice of a different delivery method than the cheapest standard delivery offered by us), without undue delay and in any event no later than 14 days from the day on which the relevant seller is informed of your decision to withdraw from the agreement. You will be refunded using the same payment method you used for the original transaction, unless you expressly agree to a different method; in any case, you will not incur any fees as a result of such a refund. For the correct contact details, please refer to the confirmation email and/or the website of the relevant seller.

Please note that there may be exceptions to the right of withdrawal. For more information, please refer to the confirmation email and/or the website of the relevant seller. You are only required to pay any subscription fees for the service until the moment of termination.

Our Contact Information:

Science Park 104
1098 XG Amsterdam
The Netherlands

+31 20 – 700 9324

CoC: 82457476