Complaint Procedure

Our goal is to deliver the highest possible quality and we believe it is important that you are satisfied with our products and services. If not, let us know. We will then do our best to offer a suitable solution.

How can you file a complaint?

We advise you to make your complaint known in writing. This can be done in two ways.

  1. Send a letter to, p/a Paalbergweg 2-4, 1105 AG Amsterdam
  2. By email. Send your complaint to

How is your complaint handled?

We try to answer the complaint within 7 days of receipt. If more time is needed, we will let you know as soon as possible. You will also hear from us how long we think it will take for this.

Do you disagree with the answer to your complaint?

It is of course possible that you do not agree with the answer we give to your complaint. If that is the case, you have 6 weeks to make this known. You do this by letting us know in writing (by letter or e-mail) that you do not agree with it, and what you think is a suitable solution.

You can send the letter to:
p/a Microbe&Lab
Paalbergweg 2-4
1105 AG Amsterdam

As soon as we have received your message, we will let you know, together with the period we need to process your complaint again.

Disagree with the outcome?

Although we hope not, it is possible that after this procedure you are still not satisfied with the handling of your complaint. It is then wise to contact one of the following authorities:

  1. Geschillencommissie Thuiswinkel
    Postbus 90600
    2509 LP
    Den Haag
  2. Disputes Committee via the European ODR

N.B. If you are unable to submit your complaint to (one of the) above disputes bodies or if you do not want to make use of this, you can also submit your complaint directly to a competent court.