This Product Complaints and Disputes Policy explains how customers may submit complaints concerning products, orders, deliveries, refunds, warranties, customer service, or other purchases made through bricolonex.com (the “Website”).
The Website is operated by Weprod S.R.L. (“Company”, “we”, “us”, or “our”).
We aim to review customer complaints fairly and provide an appropriate solution in accordance with the applicable contract, our policies, and applicable consumer protection law.
This Policy should be read together with our:
Terms and Conditions
Refund Policy
Shipping Policy
Privacy Policy
Cookie Policy
Nothing in this Policy limits mandatory rights available to Consumers under applicable law.
The seller and Website operator is:
Weprod S.R.L.
Via Ferrante Imparato, Edif. 3 – 190 Condom. Napoli Est
P3 Int. 301
80146 Naples (NA), Italy
VAT Number: IT10883491218
Email: info@bricolonex.com
Website: bricolonex.com
Customers may submit product or order complaints by email to:
To allow us to investigate the complaint efficiently, please provide as much relevant information as reasonably possible.
Customers may contact us regarding issues including:
Defective products
Damaged products
Incorrect products
Missing products
Missing components
Products not corresponding to their description
Delivery problems
Lost shipments
Delayed deliveries
Incorrect charges
Refund problems
Return problems
Warranty requests
Payment-related order issues
Customer service concerns
Other problems relating to a purchase
Where applicable, please include:
Full name
Email address
Order number
Product concerned
Date of purchase
Date of delivery
Description of the problem
Requested solution
Relevant photographs or documentation
Providing complete information can help us investigate and resolve the matter more efficiently.
Customers should include their order number whenever possible.
The order number allows us to identify:
The purchase
Products ordered
Payment status
Shipping information
Delivery information
Previous communications relating to the order
If the order number is unavailable, we may request other information necessary to locate the transaction.
If a product does not operate as expected or appears to have a defect, please contact us before taking actions that could make it difficult to determine the cause of the problem.
Customers should provide a clear description of the issue.
Where useful, we may request photographs, videos, or other reasonable information to help assess the complaint.
If a product arrives damaged, customers should contact:
Where reasonably possible, please provide:
Order number
Photographs of the product
Photographs of the outer packaging
Photographs of the internal packaging
Description of the damage
Photograph of the shipping label where useful
Customers should retain the packaging until the matter has been reviewed where reasonably possible.
If the external parcel appears visibly:
Crushed
Torn
Open
Wet
Broken
Tampered with
Severely damaged
we recommend documenting the condition at the time of delivery where reasonably possible.
This may help us investigate the issue with the delivery provider.
Failure to provide immediate documentation does not remove mandatory legal rights that cannot lawfully be waived.
If you receive a product different from the product ordered, please contact us and provide:
Order number
Product ordered
Product received
Relevant photographs where useful
Once the error has been verified, we will provide an appropriate solution.
If an order appears incomplete, first verify whether the order has been divided into multiple shipments.
If all expected shipments have arrived and a product is still missing, contact:
We will investigate the order and shipping information.
If a product arrives with components, accessories, instructions, or parts missing, please contact us.
Depending on the circumstances, the appropriate solution may include:
Sending the missing component
Replacing the product
Another suitable remedy
A refund where applicable
Consumers may have statutory rights where a product is defective or does not conform to the sales contract.
A lack of conformity may include situations where a product, depending on the applicable circumstances:
Does not correspond to its description
Does not possess agreed characteristics
Is unsuitable for its normal intended use
Does not include agreed accessories
Does not operate as reasonably expected
Has a manufacturing defect
Each complaint will be evaluated according to the product, circumstances, contract, and applicable law.
Consumer products are covered by the applicable statutory legal guarantee of conformity.
This statutory protection is separate from:
Return rights
Withdrawal rights
Voluntary commercial guarantees
Manufacturer warranties
A commercial warranty does not replace or reduce statutory Consumer rights.
Where a qualifying lack of conformity exists, available remedies may include, depending on the applicable circumstances:
Repair
Replacement
Price reduction
Termination of the contract
Refund
The appropriate remedy will be determined according to applicable consumer law and the circumstances of the particular complaint.
Where repair is an appropriate remedy, we may provide instructions regarding:
Return of the product
Inspection
Repair procedure
Service location
Required documentation
Where the seller is legally responsible for the defect, the applicable statutory rules regarding costs will apply.
Where replacement is the appropriate remedy and the replacement product is available, we may arrange for another product to be supplied.
Availability and delivery timing may depend on current inventory and logistics.
Where the applicable legal conditions are satisfied, a customer may be entitled to:
A proportionate reduction in price; or
Termination of the contract and reimbursement
Any refund will be handled in accordance with applicable law and our Refund Policy.
Some products may be accompanied by a manufacturer’s commercial warranty.
Where applicable, warranty documentation may specify:
Duration
Coverage
Conditions
Repair procedures
Service locations
Manufacturer contact information
A manufacturer’s commercial warranty exists independently of mandatory rights available against the seller.
Some products may require correct installation to function safely and properly.
When investigating an issue, we may reasonably request information concerning:
How the product was installed
Installation instructions followed
Installer information where relevant
Product configuration
Electrical or technical connections
Other circumstances relevant to the reported fault
Such information is requested only where relevant to determining the nature of the complaint.
Problems caused solely by circumstances occurring after delivery and unrelated to a qualifying product defect may not be covered by the statutory legal guarantee.
Depending on the circumstances, this may include damage caused solely by:
Misuse
Accidents
Incorrect installation
Unauthorized modification
Failure to follow instructions
Improper maintenance
External damage
Each case will be assessed individually.
After receiving a complaint, we may:
Review the order information
Review customer communications
Examine photographs or videos
Review shipping information
Request additional information
Request return of the product
Inspect the product
Contact a supplier, manufacturer, courier, or service provider where relevant
The type of assessment depends on the nature of the complaint.
Where information necessary to evaluate the complaint is missing, we may contact the customer requesting reasonable additional details.
We will not request information unrelated to the complaint.
In some cases, the product may need to be returned for inspection.
Customers should not send a product to our registered office unless specifically instructed to do so.
The appropriate return destination may differ from our registered address because of warehouse or logistics arrangements.
Please contact:
before shipping a product relating to a complaint.
Complaint communications will normally take place using the contact details associated with the order or those supplied by the customer when submitting the complaint.
Customers should ensure that their contact information is accurate and monitor relevant communications concerning the complaint.
Depending on the nature of the issue, a complaint may be resolved by:
Providing information
Correcting an administrative error
Providing a missing item
Repairing a product
Replacing a product
Reimbursing an amount
Reducing the price
Providing another legally appropriate solution
The solution offered will depend on the circumstances and applicable rights.
Complaints relating to:
Delayed shipments
Lost parcels
Damaged parcels
Missing deliveries
Incorrect delivery status
should be submitted to:
We may investigate the shipment with the relevant courier or logistics provider.
Further details are available in our Shipping Policy.
Questions or complaints regarding:
Return authorization
Returned products
Withdrawal
Return shipping
Refunds
Damaged returns
are handled in accordance with our Refund Policy and applicable law.
If a customer believes that a payment has been incorrectly charged or processed, they should contact us with:
Order number
Transaction information
Description of the issue
Payment-related matters may also require cooperation with the relevant bank or payment service provider.
If the same transaction appears to have been charged more than once, please contact us promptly.
We will review our order and payment information and, where appropriate, coordinate with the relevant payment provider.
If a refund has been confirmed by us but has not yet appeared in your account, please consider that additional processing time may be required by:
Banks
Card issuers
Payment networks
Payment service providers
If the expected processing period has passed, please contact us and we will review the refund status.
Where a disagreement arises, we encourage customers to contact us first.
We will make reasonable efforts to examine the issue and seek an appropriate resolution.
Contact:
Consumers may have access to Alternative Dispute Resolution (“ADR”) procedures for resolving consumer disputes outside court.
ADR procedures may allow Consumers and businesses to attempt to resolve contractual disputes with the assistance of an independent recognized dispute resolution body.
The availability and competence of a particular ADR body depends on the nature of the dispute and applicable rules.
Information regarding recognized Consumer ADR bodies may be obtained from the relevant Italian or European authorities.
A Consumer may contact a competent ADR body where appropriate and where the relevant requirements are satisfied.
Use of an ADR procedure does not automatically prevent the parties from pursuing other remedies available under applicable law.
Nothing in this Policy prevents a customer from seeking remedies before a competent court where such remedies are available.
Consumers retain the right to rely on mandatory jurisdiction and consumer protection rules applicable to them.
Purchases made through the Website and disputes arising from them are governed by Italian law, subject to mandatory consumer protection rules.
Where a Consumer resides in another country, the application of Italian law does not deprive the Consumer of mandatory protections that cannot legally be excluded under the law applicable to their situation.
Any dispute involving a Consumer will be subject to the jurisdiction rules established by applicable consumer and private international law.
Nothing in this Policy requires Consumers to waive a court or jurisdiction that they are entitled to use under mandatory law.
Where a customer purchases primarily for commercial, business, professional, or trade purposes, different contractual and dispute resolution rules may apply.
For business customers, the jurisdiction provisions contained in our Terms and Conditions apply where legally valid.
We reserve the right to investigate complaints that reasonably appear fraudulent or abusive.
Examples may include:
False damage claims
Returning a different product
Altering evidence
Manipulating transaction information
Deliberately damaging goods
Repeated fraudulent refund requests
Where there is reasonable evidence of fraud, we may take appropriate measures permitted by law.
This provision will not be used to restrict legitimate Consumer complaints.
Personal data submitted during a complaint may be processed for purposes including:
Identifying the customer
Identifying the transaction
Investigating the complaint
Providing customer support
Processing replacements or refunds
Preventing fraud
Maintaining business records
Establishing or defending legal claims
Complying with legal obligations
Further information is available in our Privacy Policy.
We may retain records relating to complaints where reasonably necessary for purposes such as:
Customer service
Quality control
Fraud prevention
Accounting
Legal compliance
Warranty administration
Dispute resolution
Establishing or defending legal claims
Retention will be managed in accordance with our Privacy Policy and applicable law.
If you believe that a product presents a potential safety risk, please stop using the product where appropriate and contact us promptly at:
Please provide all information reasonably available concerning the product and the suspected safety issue.
Product safety matters may be handled with priority according to the circumstances.
For technical, safety, or warranty complaints, we may request product information such as:
Product name
Model
Product code
Serial number
Batch number
Purchase date
This information may help identify the product and investigate the complaint.
Where we become aware of a relevant product recall or safety action affecting products sold through the Website, appropriate measures may be taken in accordance with applicable requirements.
These measures may include contacting affected customers where possible and providing relevant instructions.
We may update this Product Complaints and Disputes Policy to reflect changes in:
Complaint procedures
Customer support arrangements
Product services
Applicable consumer law
Dispute resolution mechanisms
Business operations
The latest version will be published on this page.
Changes do not remove mandatory rights applicable to purchases already made.
This Policy should be read together with:
Terms and Conditions
Refund Policy
Shipping Policy
Privacy Policy
Cookie Policy
Where a provision of this Policy conflicts with mandatory applicable law, the mandatory legal provision will prevail.
For product complaints, warranty requests, order disputes, delivery problems, refund issues, or other concerns relating to a purchase, please contact:
Weprod S.R.L.
Via Ferrante Imparato, Edif. 3 – 190 Condom. Napoli Est
P3 Int. 301
80146 Naples (NA), Italy
VAT Number: IT10883491218
Email: info@bricolonex.com
Website: bricolonex.com