Complaints procedure

We do our utmost to process every submission flawlessly. Still, something not right? Let us know as soon as possible — below you can read how we handle complaints. The full arrangement is set out in Article 21 of the Terms & Conditions.

How to file a complaint

• Email your complaint to info@vdhgrading.com, as soon as possible after discovery.
• Describe the complaint fully and clearly, and always include your order number.
• Attach relevant evidence (photos, shipping receipts, correspondence).

Damage or defects in a return shipment

Complaints about a received return shipment (for example damage to a slab or missing contents) must be reported within 48 hours of receipt, including photos of:

• the outer packaging;
• the inner packaging;
• the shipping label;
• the damage;
• the contents;
• the slab or card.

Reporting a complaint late may affect the evidentiary position, insurance and claim handling.

What you can expect from us

• We confirm receipt of your complaint and respond substantively within a reasonable period.
• For transport or insurance damage we start a claim with the carrier or insurer where possible; the evidence you supply is essential to this.
• A complaint does not suspend your payment obligation, unless we confirm otherwise in writing.

Complaints about PSA results

VDH Grading is an intermediary and has no influence on grades, authenticity decisions or other assessments by PSA. For complaints about PSA results, grading decisions or slabs we depend on PSA’s procedures and terms. We will of course think along about possible next steps, such as a reholder or review — insofar as PSA allows this and at the applicable costs.

Unable to work it out together?

We try to resolve every dispute in mutual consultation first. If that fails, the dispute may be submitted to the competent court in the Netherlands (see Article 35 of the Terms & Conditions).