It is very important to us that you are a satisfied customer at BVA Auctions. Yet sometimes things turn out differently than you are used to from us, or than you expected.

We find that unfortunate. We understand if you then want to pass on a complaint to us, or want to let us know if something went wrong. We learn from this

You can send an e-mail to klantenservice@bva-auctions.com. We can help you best if you give us as many details as possible.

Therefore we ask you for the following information:

- A detailed description of your complaint or problem

- The lot number

- Pictures of the lot

- Pictures of the packaging

- The desired solution

Are you going to pick up your lot and does the object deviate from the condition in the lot description? Please discuss this immediately on the spot with one of our colleagues.

As an auction house, we organize auctions on behalf of sellers. These sellers offer their goods for auction through our website. BVA Auctions is not a party in the purchase agreement that is made at an auction. We only facilitate the sale. And that sale ultimately takes place between you (the buyer) and the seller.

In the auction information of the lot we always mention who the seller is. Sometimes we call ourselves BVA Auctions. In that case, for a consumer purchase the Thuiswinkel (Thuiswinkel.org) General Terms and Conditions also apply, in addition to the General Terms and Conditions for Consumers. You can find those on our website.

If we are the seller of an auction, the BeCommerce Quality Label Code of Conduct also applies to a consumer purchase. This means that you can submit disputes to the arbitration board of BeCommerce if you live in Belgium.

Do you have a complaint about your purchased lot? Then you can initially submit it to us. In case we are not the seller, we will contact the seller as part of our mediating role to try to reach a solution.

Not satisfied with our handling of your complaint, and is BVA Auctions the seller of the lot? Then you can submit your complaint to the Home Shopping Disputes Committee (www.sgc.nl) or to the Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/).

If we are not the seller of the lot, you can file a complaint about the seller in question. Before you submit your complaint to the Dispute Commission, we advise you to check whether the seller is affiliated with it.