Product Complaints and Disputes
This section outlines the procedures available to customers who wish to file a complaint regarding a product purchased through bricolinea.com, including issues related to product defects, incorrect items, damaged goods, warranty claims, and dispute resolution methods.
Reporting a Product Issue
If you believe that an item you received is defective, damaged, incomplete, or not in conformity with the product description, you must notify us as soon as possible.
Please provide:
Order number
Description of the issue
Clear photographs showing the product and any defect
Preferred resolution (replacement, return, or refund if applicable)
Complaints must be submitted to:
Email: info@bricolinea.com
Eligibility for Replacement or Refund
We will evaluate your claim in accordance with applicable consumer protection laws and our internal warranty and return procedures.
A replacement, repair, partial refund, or full refund may be issued depending on:
The nature of the defect
The condition of the product
Time elapsed since delivery
Availability of the item in stock
Products showing damage caused by misuse, improper installation, or unauthorized modifications are not eligible for replacement or refund.
Shipping Damage Claims
If damage occurred during transit, customers must inform us promptly. In some cases, the courier may require inspection of packaging and product.
Failure to report shipping damage within a reasonable timeframe may limit available remedies.
Incorrect or Missing Items
If your order contains the wrong product or missing components, we will arrange correction at no additional cost.
We may request photographic evidence before approval.
Warranty
Certain products may include a manufacturer’s warranty. Warranty coverage, duration, and terms vary based on product type.
Where applicable, we will assist you in accessing warranty support.
Resolution Timeframe
Once a complaint is received, we will acknowledge the request and aim to provide a resolution or next-step instructions within a reasonable time, depending on the complexity of the issue.
Dispute Resolution
In the event a resolution cannot be mutually agreed upon, the customer may seek settlement through the following steps:
Internal Review:
The Company will conduct a final internal evaluation of the complaint.
Negotiation:
Both parties may attempt to resolve the dispute through direct communication.
Consumer Mediation (if applicable):
Customers may request mediation through recognized consumer protection organizations within their jurisdiction.
Legal Action:
If all other attempts fail, disputes shall be governed by Italian law and may be brought before the competent courts located in Italy, unless applicable consumer law provides otherwise.