Complaints procedure – By-Men
Version: November 2025
This complaints procedure complies with Dutch law and European consumer protection directives, including the EU Consumer Rights Directive (2011/83/EU) and EU Regulation 524/2013 on online dispute resolution.
1. Filing a complaint
At By-Men, we always strive for quality and satisfied customers. If, despite this, you have a complaint about a product, order, or our service, you can easily submit it via our official complaint form.
Click here to open the form:
➡️ By-Men complaint form
2. Processing your complaint
After your complaint has been received via the form, it will be handled according to legal guidelines:
- Confirmation: you will receive a confirmation of receipt within 24 hours (on working days).
- Processing: We will provide a substantive response within a maximum of 14 days of receipt, in accordance with EU regulations.
- Solution: We always strive for a suitable solution, in consultation and with respect for your rights as a consumer.
3. Escalation – Independent dispute resolution (EU obligation)
If you are not satisfied with the handling of your complaint, you can use the official European dispute resolution (ODR) platform:
European Online Dispute Resolution (ODR) – https://ec.europa.eu/consumers/odr
This platform was developed by the European Commission for the online handling of disputes between consumers and webshops within the EU.
4. Contact
For any additional questions or comments, you can always contact our customer service directly:
Email: support@by-men.com
Postal address: Eikenstraat 37, 7101 MB Winterswijk (not a visiting address)
We are here for you and will do everything we can to resolve complaints fairly, carefully and within the legal timeframes.
