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Complaints - Panjab Supermarket

At Panjab Supermarket, we take every complaint seriously.

If something went wrong with your order, your delivery, or your experience with us, we want to hear about it and make it right.

This page explains how to reach us, what to expect, and what your rights are if we cannot resolve your complaint directly.

Step 1: Contact Us First

Most issues can be resolved quickly by contacting us directly.

Please get in touch as soon as possible, ideally within 24 hours of receiving your order, especially for issues involving damaged, expired, incorrect, or missing items.

You can reach us in three ways:

Our store is open Monday to Saturday 09:00–20:00 and Sunday 12:00–19:00.

You are also welcome to visit us in person at Muntplein 10, 3437 AN Nieuwegein.

What to Include in Your Complaint

To help us resolve your complaint as quickly as possible, please have the following ready when you contact us:

  • Your order number
  • A clear description of the problem
  • A photo of the issue if it involves a damaged, expired, or incorrect product
  • Your preferred resolution: refund, replacement, or other

What Happens Next

We aim to respond to all complaints within 2 business days.

For straightforward issues such as a missing or damaged item, we will typically resolve them in a single conversation.

Once we have reviewed your complaint:

  • If a refund is approved, it will be processed within 5 working days to your original payment method: iDEAL, credit card, or debit card
  • You will receive a confirmation email once the refund has been initiated
  • If we need more information, we will contact you directly by phone or email

For full details on what qualifies for a refund and how the process works, see our refund policy for damaged and incorrect orders.

What We Do Not Accept

Please note the following limitations before submitting a complaint:

  • No returns: We do not accept returns on any perishable or non-perishable products
  • No exchanges: We do not offer product exchanges
  • 24-hour window: Complaints about damaged, expired, or incorrect items must be reported within 24 hours of delivery. We cannot process complaints submitted after this window
  • Correct storage: We are not responsible for products that were not stored correctly after delivery (for example, frozen items left at room temperature)

If We Cannot Resolve Your Complaint

If you are not satisfied with how we have handled your complaint, you have the right to escalate it through the following channels.

Online Dispute Resolution (ODR)

As a Dutch eCommerce business, we are registered with the European Online Dispute Resolution platform. You can submit your complaint at ec.europa.eu/consumers/odr.

Autoriteit Consument en Markt (ACM)

The Dutch Consumer and Markets Authority handles complaints about businesses operating in the Netherlands.

You can reach them at acm.nl.

Before escalating, we strongly encourage you to contact us first.

Most issues are resolved quickly, and our direct goal is always to find a fair solution for you.

Your Rights Under Dutch Consumer Law

As a customer in the Netherlands, you are protected by Dutch consumer law and the EU Consumer Rights Directive.

These laws entitle you to a product that matches its description and is fit for purpose.

If a product does not meet these standards, you have the right to request a remedy.

For a full overview of our terms, see our general conditions for online and in-store purchases.

For questions about how we handle your personal data as part of a complaint, see our privacy policy explaining how your data is used.

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