Terabyte B.V., trading as ReMarkt

Last updated: 20 August 2026

At ReMarkt, we believe it is important that complaints about orders placed via www.remarkt.co.uk and deliveries in the United Kingdom are handled carefully, clearly and within a reasonable time. In this complaints procedure we explain how you can submit a complaint, what information we need and what you can expect from our handling of it.

Article 1 – Scope

1. This complaints procedure applies to consumers in the United Kingdom and to business customers of ReMarkt.
2. You can submit a complaint about, among other things, a product, order, delivery, return, repair, warranty, payment or the service provided by ReMarkt.
3. Submitting a complaint does not limit your statutory or contractual rights in the United Kingdom.
4. For consumers in the United Kingdom, the statutory rights in the event of a faulty product, cancellation and an incorrect or incomplete delivery, among others, remain fully applicable.

Article 2 – What can you complain about?

You can submit a complaint about, among other things:

• a delivered product;
• the quality, condition or functioning of a product;
• an incorrect or incomplete delivery;
• a delayed, undelivered or damaged shipment;
• the handling of a return, repair or warranty claim;
• our communication or service;
• an invoice, payment or refund;
• information on our website;
• any other experience with ReMarkt.

Article 3 – Submitting a complaint

1. You can submit your complaint in writing via [email protected] or by post to ReMarkt, Ellerweg 2, 6037 RS Kelpen-Oler, the Netherlands.
2. You can also discuss your complaint with us by telephone on +31 (0)495 712876. To register and handle your complaint properly, we may ask you to confirm the complaint in writing afterwards.
3. There is no charge for submitting a complaint.
4. Always quote your order number and, where applicable, the return number.

Article 4 – Complaints about a product, return or warranty

1. Is your complaint about a faulty product, repair, warranty, return, damaged shipment or an incorrect or missing product? Then it may be necessary to register the request via the ReMarkt returns portal.
2. Have you already submitted a return request? Then do not submit a new request for the same product, but quote the existing return number in your complaint.
3. After registering a return, you will automatically receive a confirmation that the request has been received. This is not always the final return instruction. Requests are checked and approved on working days. You will then receive the correct instructions.
4. Do not send a product until you have received the shipping or drop-off instructions.
5. Does your original message already count as a valid notification, cancellation or warranty claim? Then the date of that original message remains decisive. An internal referral to the returns portal does not change this date.
6. You can find the returns portal here: register a return on www.remarkt.co.uk.

Article 5 – Information required

In your complaint, state, where applicable:

• your name and contact details;
• the order number;
• the return number;
• the model, serial number or service tag of the product;
• a clear description of the complaint;
• when the problem arose or was discovered;
• what you believe went wrong;
• which checks or actions you have already carried out;
• any previous communication about the complaint;
• which solution you would like;
• relevant photos, videos, error messages or documents.

Do not send passwords, full payment card details, identity documents or other personal data that are not needed to handle your complaint.

Article 6 – Receipt and response time

1. We register your complaint and confirm receipt as soon as possible.
2. Your complaint will be taken into handling within five working days at the latest.
3. We aim to give an initial substantive response within two to five working days.
4. You will receive a substantive response no later than fourteen days after receipt of your complaint.
5. Do we need more time? Then we will inform you within this period of the reason and let you know when you can expect a substantive response.
6. If we need to request additional information from you, this may extend the handling time.

Article 7 – Investigation and solution

1. We assess your complaint on the basis of the information provided, our records, the applicable terms and, where necessary, technical investigation.
2. For complaints about a shipment, we may request information from the carrier. We have no influence on how quickly a carrier responds to an investigation.
3. Our substantive response may consist of our findings, an explanation, a proposed solution, the next steps and the expected handling time.
4. Depending on the complaint, a solution may consist of, among other things, an explanation or correction, sending a missing part, repair, replacement, price reduction, refund or another appropriate solution.
5. The solution chosen depends on the nature of the complaint, the applicable terms and your statutory rights.
6. In the case of a valid warranty or conformity claim, we do not charge any costs for the necessary investigation, repair, replacement or necessary transport.

Article 8 – Disagree with our response?

1. Do you disagree with our response or the proposed solution? Then reply to our written response and explain why you disagree.
2. Quote your order number, the return number if any, and all new information that may be relevant to the assessment.
3. We will reassess your complaint. Where appropriate, the complaint will be reviewed internally by a different responsible member of staff.
4. You will then receive a written response with our assessment and the further options available.

Article 9 – Complaint mediation and disputes

1. Are you a consumer and are we unable to reach a solution together? Then you can submit your complaint to WebwinkelKeur, provided the complaint meets the current admission conditions.
2. WebwinkelKeur first gives ReMarkt the opportunity to resolve the complaint directly with you. If that is unsuccessful, WebwinkelKeur can mediate.
3. This option is available to consumers only. At the time of submission, the complaint may not be older than one year, counted from the moment the complaint was first submitted to ReMarkt. This period does not limit statutory limitation periods or complaint periods.
4. Does the mediation not lead to a solution and is the dispute suitable for it? Then the dispute can be submitted to DigiDispuut.
5. DigiDispuut can issue a binding decision. Costs may be attached to this procedure. The current terms and procedure of DigiDispuut apply.
6. You can also submit a dispute to the court that has jurisdiction under the applicable rules on jurisdiction. A consumer in the United Kingdom retains the access to the courts provided by mandatory law.
7. More information about submitting a dispute can be found at WebwinkelKeur.
8. The current procedural rules can be found at DigiDispuut.
9. A consumer in the United Kingdom can find information about consumer rights and the relevant advice services at GOV.UK Consumer protection.
10. The external consumer procedures in this article do not apply to business customers. Business customers can discuss the dispute with ReMarkt or submit it to the competent court.

Article 10 – Contact and company details

ReMarkt is a trading name of Terabyte B.V.

Company name: Terabyte B.V.

Trading name: ReMarkt

Address: Ellerweg 2, 6037 RS Kelpen-Oler, the Netherlands

Chamber of Commerce (KvK) number: 52945855

VAT number: NL850678201B01

E-mail address: [email protected]

Telephone number: +31 (0)495 712876

When asking about a complaint, always quote your order number and, where available, the return number.