Complaints & warranty
We'll solve it together
Is something not quite going to plan with your BunnyBox or your order? Below you can read what our warranty covers and how to make a complaint.
Warranty
Every BunnyBox comes with the statutory warranty: the product must do what you can reasonably expect of it. By normal use we mean outdoor installation in accordance with the instructions supplied, with the lock and flap used as intended.
If a defect arises within that warranty that is the result of a manufacturing fault and not of normal wear, incorrect assembly, your own modifications or improper use, we will arrange a repair, a replacement part or a new product free of charge. This does not limit your statutory rights.
Factory production and small variations
Every BunnyBox comes from our own factory production. Powder coating and a wood-effect print come with a small, natural variation: the colour depth of a RAL colour can differ fractionally between production batches, and the grain pattern of the wood-effect film is never exactly the same twice.
That is a feature of real production, not a defect, and is not covered by the warranty.
What is and isn't covered by the warranty?
Covered by the warranty
- Manufacturing faults in the steel, the coating, the lock or the hinges
- A defect that arises during normal use in accordance with the instructions
- Damage that occurred during transport to you
Not covered by the warranty
- Natural variation in colour or grain between production batches
- Wear from prolonged outdoor use, such as discolouration from sun or weather
- Damage caused by assembly that deviates from the instructions
- Damage caused by misuse, force or improper use
- Modifications you have made yourself, such as drill holes, stickers or paint
Warranty and repair
Repair under warranty
If there is a manufacturing fault, we'll repair it free of charge. For a small part such as a key or hinge, we often send a replacement part with instructions; if more is needed, we'll work out together whether an on-site repair is possible or whether the product needs to come back.
Repair outside the warranty
If the damage is not the result of a manufacturing fault, we also carry out repairs outside the warranty, at a price agreed in advance. You can order spare parts such as keys or fixings from us.
Register a repair or part
Email us with your order number, a clear description of the problem and a few photos. We'll then help you find the quickest solution straight away.
Product arrived damaged?
Check your order when you receive it. If your BunnyBox has arrived damaged, don't use the product yet and email us within 14 days at contact@bunnyboxshop.com with your order number and a few photos of both the packaging and the damage.
We'll send a replacement part or a new BunnyBox free of charge: until the moment of delivery, the risk of the shipment lies with us.
Making a complaint
Email us first
We recommend that you first let us know about any complaint by emailing contact@bunnyboxshop.com. We reply within two working days and look for a solution together with you.
Can't resolve it together?
If this doesn't lead to a solution, you can submit your dispute for mediation through WebwinkelKeur (a Dutch online shop trust mark).
You can also submit your complaint via the European ODR platform at ec.europa.eu/consumers/odr.
Questions about your complaint or warranty? Email contact@bunnyboxshop.com or call +31 85 050 9060, Monday to Friday, 9am to 5pm.
View the collection
Four series, each in several colours and from our own factory production. See which model suits your front door.