Customer service
Do you need help? On this page you will find all the information you need. Can't find what you're looking for? Contact our support team and we will get back to you as soon as possible!
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Frequently asked questions
Quickly find the answer to your question, without any waiting time. View the frequently asked questions on this page.
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Frequently asked questions
Service and information
Where can I find more information about the store(s)?
All store information can be found on this page.
How can I see if a product is in stock?
On the product page, you can see if a product is in stock. If not, this is indicated by PRE ORDER.
Can I reserve a product in store?
Yes, by ordering online and selecting In-store pickup in the delivery options.
How can I contact customer service?
Email: info@qualityheating.nl
Phone: 072-8080179
Customer service hours:
Monday to Friday: 09:00 – 12:30 and 12:30 – 17:00
When can I visit the showroom?
Alkmaar – Phoenixstraat 37, 1812PP
Monday to Friday: 09:00 – 12:30 and 13:00 – 17:00
Hilversum – Franciscusweg 261, 1216SG
Monday, Wednesday & Friday: 09:00 – 12:30 and 13:00 – 17:00
Where can I find product information?
On the product page. For additional advice, you can contact our customer service.
Can I get advice if I'm unsure?
Yes, visit one of our stores or contact customer service.
Delivery status
Order confirmation
After your order, you will receive a confirmation by email. This confirms that the order has been received.
Shipping confirmation
When your order is shipped, you will receive a track & trace code with an estimated time slot.
Collection confirmation
You will receive a message when your order is ready for collection in Alkmaar. Collection is only possible after confirmation.
After confirmation, the order remains reserved for 5 business days.
Can I change my delivery address?
Sometimes this is possible via track & trace. Please allow a 24-hour processing time.
Can I change my delivery time slot?
This is possible via track & trace, unless the courier is already on the way.
Delivery options
Home delivery or collection in Alkmaar. Orders placed before 16:30 are delivered the next business day.
Orders in a single parcel
We try to send everything in one delivery, but sometimes it is sent in multiple shipments.
What is the status of my order?
You will be kept informed of the status by email.
Haven't received an order confirmation?
Check your spam folder. Still nothing after 24 hours? Contact us.
How do I cancel my order?
As long as the order has not yet been shipped, we can generally cancel it.
Can I cancel if my order is already on its way?
No. You can refuse the parcel or return it after receipt.
Do you deliver to the Wadden Islands?
Yes.
Delivery
I am missing a part
Please check the packaging material carefully. Is something really missing? Contact us.
Product delivered damaged
Report damage via:
The product does not work
Contact us and we will look for a solution together.
Delivery time
Ordered before 16:30? Then delivery the next business day (if in stock).
Pre-order
Not in stock? You are then reserving the product. You will receive a message as soon as it is shipped.
Free shipping
Free shipping from €20 (underfloor heating from €50). Heavy parcels may incur additional charges.
In-store pickup
Yes, in Alkmaar. At checkout, select In-store pickup.
Incomplete order
Your order may be delivered in multiple shipments. Not sure? Contact us.
Warranty
Do I have a warranty?
Yes. Legally 2 years, often with an additional manufacturer's warranty.
What does the warranty cover?
You are entitled to a product that, under normal use, does what you can reasonably expect from it.
Submitting a warranty claim
Under warranty, repairs are free of charge in the case of manufacturing defects. Other repairs are possible for a fee.
Exchanges & returns
Can I return an item?
Within 14 days, provided that:
- Complete
- In new condition
- In original packaging
How do I make a return?
Register a return via:
Return costs
- Standard parcel: €6.95
- Large parcel: €15
- Pallet: €55
Status of my return
You will receive updates by email. Processing takes an average of 5 business days.
Will I receive a full refund?
Yes, unless there is depreciation due to damage or missing parts.
When will I be refunded?
- iDEAL: 2–3 days
- Credit card: ±14 days
- Riverty: ±14 days
Payment
Which payment methods are available?
- iDEAL
- PayPal
- Credit card
- Pay after delivery (Riverty)
- Bank transfer
Can I pay with a VVV gift card?
No.
Why was my credit card declined?
This may be related to limits, incorrect information or security checks.
Pay after delivery
Yes, via Riverty. You will receive a digital invoice by email.
Why can't I choose to pay after delivery?
Riverty determines the maximum spending amount per customer.
Contact Riverty
Phone: 085-0220101
Mon–Fri: 08:00 – 17:00