Sticks to your advantage

Complaint Handling

Although we strive for flawless performance every day, things may not always go as you expect from us. We appreciate it when you take the effort to report your complaint (anonymously) to us. This way we gain a better understanding of your wishes and expectations, and we can adjust our actions and performance accordingly. Below you will find our complaints procedure.

Submit a (anonymous) complaint

If you are not satisfied with something, please let us know via:

You must submit a product complaint within 1 year of the production date.

Keep this information at hand

To handle your complaint quickly and correctly, we would like to receive:

  • name and company name (not mandatory for ethical complaints);
  • phone number and email address (not mandatory for ethical complaints);
  • description of the complaint;
  • date on which the complaint occurred;
  • copies of documents that are important for your complaint.

If it concerns a product complaint, also collect this information:

  • batch number (see product label shipping box);
  • 2 rolls and/or images where the complaint is visible;
  • the number of rolls/boxes to which the complaint relates.

After you have reported a complaint

Upon receipt, we register your complaint. Within 5 working days you will receive a confirmation email. This email contains the complaint registration number. We kindly request you to refer to this registration number in all correspondence regarding the complaint. Within 10 working days after the date of the confirmation email, you will receive our substantive response. Is the complaint justified? Then we will process it as described under 'How do we handle a justified product complaint?'. If the complaint is unfounded, we will explain why in the letter.

For the treatment of an anonymous complaint, the following applies. Although we cannot inform you about the status, you can trust that we will discuss and handle your complaint within our Health & Safety team.

How do we handle a justified product complaint?

Within 5 working days after the date of the letter in which we declare your complaint justified, we will collect the goods from you. After checking the returned goods in our warehouse, you will receive a credit note. Sometimes we do not return the goods and only a credit note will follow within 5 working days.

If you do not agree with the decision or the way your complaint has been handled, you can send your objection in writing, stating the complaint registration number, to:

Supertape bv
Attn. Complaints Department
PO Box 14
4870 AA Etten-Leur (Netherlands)