This Product Complaints and Disputes Policy outlines the procedures available to customers of www.bricoflow.com (the “Website”) for submitting product-related complaints and resolving disputes in a transparent, fair, and lawful manner.
The seller and operator of the Website is:
Weprod S.R.L.
Via Ferrante Imparato, Edif. 3 – 190 Condom. Napoli Est
P3 Int. 301
80146 Naples (NA)
Italy
VAT Number: 10883491218
Email: info@bricoflow.com
This policy applies to:
Product complaints
Claims regarding defective, damaged, missing, or non-conforming goods
Customer disputes arising from purchases made on the Website
This policy applies only to purchases made directly through www.bricoflow.com.
A “Product Complaint” refers to any claim raised by a customer concerning:
Defective or malfunctioning products
Products damaged during transport
Incorrect items delivered
Missing items
Products not conforming to the description, specifications, or quality standards
Customers must submit a complaint without undue delay and, in any case, within 14 days of delivery, except where mandatory consumer protection laws provide a longer period.
Complaints must be submitted by email to:
To ensure efficient handling, the complaint should include:
Order number
Full name of the customer
Email address used for the order
Detailed description of the issue
Photographic or video evidence, where applicable
Date of delivery
Incomplete complaints may result in processing delays.
If the customer receives visibly damaged packaging or products:
The customer should report the damage immediately upon delivery, where possible
The complaint must be submitted within 48 hours of receipt
Supporting photographic evidence is required
Failure to report transport damage within this timeframe may limit available remedies.
In the event of:
Incorrect items delivered
Missing products
The customer must notify the seller within 7 days of delivery. The seller will verify the claim and provide appropriate resolution.
All products sold on the Website are covered by the legal warranty of conformity, in accordance with Directive (EU) 2019/771 and applicable Italian law.
The warranty applies where goods:
Do not match the description
Are unfit for their intended use
Do not possess the quality or performance expected
The legal warranty applies for 24 months from the date of delivery for consumer purchases.
Defects must be reported within 2 months of discovery, unless otherwise required by mandatory law.
In case of a valid complaint under the legal warranty, the customer may be entitled to:
Repair of the product
Replacement of the product
Price reduction
Contract termination and refund (where applicable)
The choice of remedy will be determined in accordance with applicable law.
The warranty does not cover defects resulting from:
Normal wear and tear
Improper use or misuse
Negligence or lack of maintenance
Unauthorized repairs or modifications
Accidental damage
Upon receipt of a complaint:
The seller acknowledges receipt within a reasonable timeframe
The complaint is reviewed and assessed
Additional information may be requested
A resolution is proposed in accordance with the law
We aim to resolve complaints within 14 business days from receipt of complete documentation. Complex cases may require additional time.
If a complaint cannot be resolved amicably, customers may:
Seek resolution through Alternative Dispute Resolution (ADR) bodies
Use the EU Online Dispute Resolution (ODR) platform
Pursue legal remedies under applicable law
The seller reserves the right to refuse complaints that are:
Fraudulent
Abusive
Repetitive without justification
Submitted in bad faith
This does not affect statutory consumer rights.
To the maximum extent permitted by law, the seller shall not be liable for indirect or consequential damages arising from product complaints or disputes.
The seller may retain complaint-related data for legal, accounting, and dispute resolution purposes, in accordance with the Privacy Policy.
Weprod S.R.L. reserves the right to update this Product Complaints and Disputes Policy at any time. Changes will apply to orders placed after publication.
For any product complaints or dispute-related inquiries, please contact: