Legal

Complaints Procedure

How Golivea B.V. receives, investigates, and resolves customer complaints.

Last updated: December 7, 2025

This procedure describes how Golivea B.V. handles complaints from consumers about Products, deliveries, the Website, customer service, or any part of our services.
Objectives: handle complaints fairly, consistently, and on time; give Customers a clear way to complain; use complaints to improve Products, processes, and experience.
Applies to complaints about: purchases of food supplements and cosmetic Products; information and ordering via our Website; delivery, returns, refunds, warranty; handling of personal data (alongside the Privacy Policy).

Any expression of dissatisfaction about: product quality, safety, or characteristics; order processing, payment, delivery, or returns; Website information or communications; behaviour or service of Golivea staff or service providers; handling of your personal data.
Simple questions (for example, “Where is my order?” before the expected date) or standard return requests are not always formal complaints. If you say you are not satisfied with our service or outcome, we treat it as a complaint under this procedure.

Email: support@golivea.eu
Postal mail: Golivea B.V., Attn: Complaints, Stroombaan 10, 1181 VX Amstelveen, The Netherlands
Telephone: +31 20 337 7613 (charged at normal local/national rate; no premium-rate numbers).
Please include: full name and contact details; order or invoice number (if applicable); clear description (what happened, when, where); relevant documents (photos, delivery slips, correspondence).
Complaints can be submitted in English or Dutch; other languages may need extra time for translation.

We aim to acknowledge receipt within 2 business days using your provided contact details.
We aim to provide a substantive response (solution or clear update) within 14 calendar days.
If more time is needed, we will inform you before day 14, explain why, and give a new expected response date.

We register the complaint, review information provided, request more details if needed, and investigate internally and with partners when relevant.
Principles: fairness/impartiality (assessed objectively and, where appropriate, by someone not involved); proportionality (depth matches seriousness); confidentiality (handled per Privacy Policy and data laws).
Specific handling: product quality/safety may involve questions about use and possible return for investigation; delivery complaints checked against order/tracking and carrier; payment issues checked with payment provider/bank; privacy complaints handled with the privacy contact to ensure legal compliance.

Possible outcomes include: clarification or explanation; correction of erroneous data; repair, replacement, or re-delivery of the Product; partial or full refund per Customer Sales Terms & Return Policy and law; gesture of goodwill (voucher/discount) where appropriate; internal process improvements, training, or corrective action with suppliers/service providers.
We will explain the proposed outcome and reasons. If we do not uphold your complaint in full, we will explain why.

If you are not satisfied, you may request escalation inside Golivea; a more senior staff member or manager not previously involved will review.
After escalation, you keep all legal rights. EU Customers may contact national consumer authorities or ECC-Net and may use the EU Online Dispute Resolution platform. Turkish Customers may use Consumer Arbitration Committees or Consumer Courts depending on value thresholds.
You always have the right to bring legal proceedings before the competent court under our General Terms & Conditions and mandatory consumer-protection rules. Nothing here limits your statutory rights.

For failed, blocked, reversed, double, or suspected unauthorised payments, contact both Golivea (to check order/payment records) and your bank or payment service provider (to investigate or initiate chargeback/security steps).
Golivea will cooperate with payment service providers and banks but does not control their independent decisions (for example, chargeback approval).

Complaints may contain Personal Data. We handle this data in line with our Privacy Policy and applicable laws.
Access is limited to staff who need it; records are retained only as long as necessary for legal and operational obligations; aggregated/anonymised complaint data may be used to improve Products and processes.

Golivea periodically reviews complaint data (volume, type, response times, recurring issues) to identify trends and improvements.
This procedure may be updated to reflect legal or process changes. The latest version will be available on our Website. Continued use of our Website and services, or further interaction with customer service, means you have taken note of the latest version.