Product complaints and disputes

1. Introduction

This section outlines the procedures for handling product complaints and disputes related to purchases made on Bricovex.com.

We are committed to ensuring customer satisfaction and resolving any issues in a fair, transparent, and timely manner.

2. Reporting a complaint

Customers who wish to report a complaint regarding a product or service must contact us as soon as possible.

Complaints should be sent to:

📧 info@bricovex.com

The request must include:

  • order number
  • customer name
  • detailed description of the issue
  • supporting evidence (e.g. photos or videos, if applicable)

3. Types of complaints

Complaints may relate to, but are not limited to:

  • defective or damaged products
  • incorrect items received
  • missing items
  • delivery issues
  • product not matching description

4. Complaint handling process

Once a complaint is received:

  1. The request will be reviewed
  2. Additional information may be requested
  3. The case will be evaluated
  4. A solution will be proposed

We aim to respond within a reasonable timeframe.

5. Resolution options

Depending on the nature of the complaint, the following solutions may be offered:

  • replacement of the product
  • partial refund
  • full refund
  • store credit (where applicable)

The final resolution will be determined based on the specific circumstances.

6. Return requirements for complaints

If a return is required:

  • the product must be sent back as instructed
  • proper packaging must be used
  • items must be returned within the indicated timeframe

Failure to comply may affect the outcome of the claim.

7. Disputes and chargebacks

Customers are encouraged to contact us before initiating:

  • payment disputes
  • chargebacks
  • third-party claims

We are committed to resolving issues directly and efficiently.

8. Fraud prevention

We reserve the right to refuse complaints or claims that:

  • are fraudulent
  • lack sufficient evidence
  • show signs of abuse

9. Alternative dispute resolution

If a dispute cannot be resolved directly, customers may seek resolution through available dispute resolution mechanisms in accordance with applicable laws.

10. Legal rights

Nothing in this policy limits the statutory rights of consumers under applicable laws.

11. Contact information

For complaints and disputes:

IMPRESA DIGITALE S.R.L.
Via Campanello 22
81030 Teverola (CE), Italy
Email: info@bricovex.com