The interest group for online shops Thuiswinkel.org and the Consumers' Association have created the No Hassle Guarantee. Companies that join this initiative publicly promise that they will make it as easy as possible for consumers to claim their warranty rights.

Because online shopping is increasing rapidly and consumers are spending more and more there, the Consumers' Association is starting the No Hassle Guarantee together with Thuiswinkel.org, the interest group for online shops. But 'brick and mortar' stores and webshops that are not affiliated with Thuiswinkel.org can also participate.

Special hashtag

With the No Hassle Guarantee, companies promise to comply with the legal guarantee rules, to communicate clearly about the guarantee rights of consumers and not to send them from pillar to post. The Consumers' Association publishes a list of participating organizations on its website and consumers can encourage companies to participate by 'tagging' them on social media with the hashtag #GeenGedoe.
Warranty handling leads to great annoyance among consumers. The Consumers' Association receives the most questions and complaints about this every year. A quarter of consumers are dissatisfied with the warranty handling. About 15 percent would rather buy a new product than enter into a discussion with a seller or manufacturer.

Pretty tricky

Bart Combée, director of the Consumer Association: “Guarantee is a great asset, but in practice it often turns out to be quite difficult for consumers to get what they are entitled to. That is why, together with Thuiswinkel.org, we offer companies the opportunity to show their best side by promising No Hassle Guarantee. And such a public promise makes it easier for consumers to hold companies to it.”

Never prevent

Ank van Heeringen, senior lawyer at Thuiswinkel.org: “Warranties are a tricky subject. Thuiswinkel.org is happy to join this initiative because our members already work with the rules from the promise of the No Hassle Guarantee. This is one of the aspects of our membership that sets our members apart. Of course, you can never completely prevent complaints, but you can always try to solve them without hassle.”

Customer Experience