Dispute procedure via WebwinkelKeur

Transparent and independent handling of complaints at PowerOak.
Last updated: 29-08-2025

It's frustrating when something doesn't go as planned. We prefer to resolve it together with you. If that doesn't work, you can use WebwinkelKeur's independent dispute resolution procedure. Below, you'll find a step-by-step explanation of how this works and what you can expect.

Step 1 — Contact PowerOak first

Please clearly report your complaint to our customer service and indicate what you would consider a suitable solution. Where possible, please include relevant information, such as your order number, photos, or email correspondence.

Step 2 — Submit a dispute to WebwinkelKeur

If we can't reach an agreement, you can contact WebwinkelKeur for dispute mediation. Follow these steps:

1. Find our webshop in the WebwinkelKeur member list .
2. Open our members page and scroll down.
3. Click on “Dispute Mediation” and then on “Submit Dispute”.
4. Complete the form in full and submit your complaint.

How does mediation work?

1. After you report it, you will receive an automatic confirmation from WebwinkelKeur; we receive that too.
2. The webshop is first given 7 days to provide a solution itself.
3. After 7 days, WebwinkelKeur will ask whether mediation is desired or whether the dispute can be closed.
4. If you choose mediation, you will be heard both sides of the story within a legal framework to reach a solution.

If mediation fails

If mediation doesn't lead to a solution, you can refer the dispute to the independent Dispute Resolution Committee of the DigiDispuut Foundation. This committee issues a binding ruling, preventing high legal costs.

• Allowed for an interest between €25 and €25,000.
• One-time contribution: €25 (possibly recovered from the webshop if you are proven right).

Important points of interest

• WebwinkelKeur is neutral; decisions are based on facts and evidence.
• If possible, please provide evidence (photos, communication, order details).
• For mediation, the complaint (not the purchase) may not be older than one year.
• An online store cannot be legally forced to cooperate; in practice, a solution is almost always found together.

Useful checklist when submitting

• Order number and purchase date
• Brief description of the problem and desired solution
• Relevant attachments (photos, videos, emails, chat conversations)
• Any previous agreements or commitments

Would you like to report a dispute directly or read more about the procedure?

View the WebwinkelKeur dispute procedure • Find PowerOak in the member list

Do you have any questions before filing a dispute? Feel free to contact us first. We can usually find a suitable solution together quickly.