Complaints & Dispute Resolution Policy
If Something Goes Wrong, Here Is Exactly How We Put It Right
This page sets out, in clear steps, how to raise a complaint about an order, a product, or our service, how long each stage takes, what happens if you're not satisfied with our first response, and every out-of-court option available to you as a consumer in the country you live in.
Last Updated / Effective Date: August 24, 2026
A Real Process, Not a Formality
Carplaylux is the trading name of Batterijen.net (registration number 82259844, VAT NL003661115B65), a registered Netherlands business selling CarPlay and Android Auto systems, OEM and OEM-style lighting, and vehicle electronics across Belgium, the Czech Republic, France, Germany, Hungary, Italy, Croatia, the Netherlands, Austria, Portugal, Slovakia, Slovenia, and Spain.
Because our products are matched to specific vehicles and installed by our customers, a small number of orders will inevitably run into a fitment question, a delivery delay, or a product concern. This policy explains exactly what happens when you raise one, at every stage, with real timelines rather than vague reassurances.
What This Covers
This page applies to any complaint about an order, a product's condition or fitment, delivery, a charge, or the conduct of our support team. It works alongside, and does not replace, your statutory rights under the consumer protection law of your own country, or the specific terms set out in our Return & Refund Policy and Shipping Policy.
If your concern relates to a return, refund, or exchange specifically, our Return & Refund Policy sets out the applicable timelines; this page explains what to do if you disagree with how that process was handled.
How to Raise a Complaint With Us Directly
Most concerns are resolved fastest by contacting our support team directly, before involving any outside body. Here is exactly how that works.
Email support@carplaylux.com
Send your complaint to support@carplaylux.com, our dedicated complaints inbox, separate from general customer service enquiries.
Include Your Order Number
Quote your order number and give a clear, specific description of the issue — what happened, when, and what outcome you're looking for. This lets us investigate without a back-and-forth to gather basic facts.
We Acknowledge Within 14 Days
We respond to every complaint within 14 calendar days of receipt, confirming we have it, outlining our initial assessment, and telling you what happens next.
Resolution Target: 30 Days
Our goal is to fully resolve every complaint within 30 calendar days of the date you first contacted us. Complex cases, such as those requiring a vehicle-fitment investigation, may take longer, and we will tell you if that's the case and why.
These timelines are our internal service standard, not a substitute for your statutory rights. Some countries impose their own mandatory response deadlines on traders for consumer complaints — see the country-by-country section further down this page for what applies where you live.
If You're Not Satisfied With Our First Response
You do not need to accept an unsatisfactory outcome from front-line support. Every complaint can be escalated directly to management.
Reply and Ask for Management Review
Reply to your original complaint thread, or email support@carplaylux.com again, and clearly state that you would like your case escalated to management review. Reference your original complaint or order number.
7 Days for a Management Response
Once escalated, a member of our management team reviews the case independently of the original handler and responds to you within 7 calendar days with a decision or a clear next step.
You Can Still Go Further
If management review does not resolve your complaint to your satisfaction, you are free to pursue any of the alternative dispute resolution options, mediation routes, or legal proceedings described in the sections below — these are always available to you regardless of our internal process.
Out-of-Court Options for EU Customers
If your complaint remains unresolved after our internal process, and you are a consumer resident in the EU, you have the right to bring your dispute to an Alternative Dispute Resolution (ADR) body under Directive 2013/11/EU on consumer ADR, as implemented in the country you live in. ADR bodies are independent, government-certified organisations that review consumer-trader disputes and propose a resolution, usually free or low-cost, without going to court.
The European Commission's Online Dispute Resolution (ODR) platform was permanently discontinued on 20 July 2025 and no longer accepts or processes complaints. We do not reference it because it is no longer an active service. The European Commission now maintains a live directory of certified national ADR bodies at the Consumer Redress in the EU portal, and we list the relevant national body for each country we ship to in the "Country-by-Country Contacts" section below.
To bring a case to an ADR body, you generally need to have already tried to resolve the issue directly with us. Most ADR bodies require the complaint to be submitted within a set time limit after your last contact with us (commonly one year, but this varies by country and body — check the relevant national body's own rules).
We're Willing to Sit Down and Work It Out
Mediation Services Vary by Country
Many of the thirteen countries we serve operate independent consumer mediation services, separate from or alongside their certified ADR bodies, that help a consumer and a trader reach a mutually acceptable outcome without either party needing to "win."
Carplaylux Is Willing to Participate
Where a recognised national consumer mediation service in your country of residence is available and you would prefer to use it instead of, or alongside, a formal ADR body, we are willing to take part in good faith to try to reach a resolution.
How to Start
Let us know by emailing support@carplaylux.com that you would like to pursue mediation, and name the service you would like to use. We will confirm our participation and respond to the mediator's process directly.
If a Dispute Needs to Go to Court
Complaint handling, escalation, ADR, and mediation are all designed to resolve a dispute without either side needing to go to court. If a dispute is not resolved through any of those routes, the following applies.
| Applicable Law | EU consumer protection law applies to your purchase, including the mandatory consumer-protection rules of the country where you, as the consumer, are habitually resident — these mandatory rights cannot be reduced by our Terms of Service. |
| Where You Can Bring a Claim | As an EU consumer, you may bring proceedings before the courts of your own country of residence. This is a right available to you; it does not prevent you from choosing another applicable jurisdiction where the law allows it. |
| Our Registered Jurisdiction | Carplaylux/Batterijen.net is registered in the Netherlands, and as our home jurisdiction, the courts of the Netherlands also have jurisdiction over disputes arising from our Terms of Service, without prejudice to any mandatory consumer-protection rights you hold in your own country. |
| Governing Law | Our contractual relationship is governed by the applicable EU and Dutch legal framework, alongside the mandatory consumer-protection provisions of your own country of residence, which take precedence where EU law requires it. |
Nothing in this policy limits or removes any statutory right you hold as a consumer under the law of your own country. Full contractual terms are set out in our Terms of Service.
Your Local Consumer Protection Body and ADR Contact
Below is your national consumer protection authority (for general complaints and enforcement) and a recognised national ADR or mediation body relevant to e-commerce and electronics purchases, for each of the thirteen countries we ship to. These are provided as your independent, government-recognised points of contact if our internal process does not resolve your complaint.
Belgium
Czech Republic
France
Germany
Hungary
Italy
Croatia
Netherlands
Austria
Portugal
Slovakia
Slovenia
Spain
Contact details for national ADR bodies change from time to time as certifications are renewed. The current, authoritative directory is maintained by the European Commission at the Consumer Redress in the EU portal. This overview is provided for transparency and general guidance and is not a substitute for independent legal advice.
Most Complaints Get Resolved Faster Talking to Us Directly
Email support@carplaylux.com with your order number and a clear description. We aim to acknowledge within 14 days and resolve within 30.
Last Updated / Effective Date: August 24, 2026 · Carplaylux is operated by Batterijen.net, registration number 82259844, VAT NL003661115B65, Oosterdiep 19, 3313 TE Dordrecht, The Netherlands.