At bricotelor.com, operated by Cembre S.p.A., we are committed to ensuring the highest level of satisfaction for all our customers. If, for any reason, you are not fully satisfied with a product you received or wish to report an issue, we provide a clear and fair process for managing complaints and resolving disputes.
If you have received a defective or incorrect product, or if the product does not meet your expectations, you may file a complaint by contacting our customer service.
Your full name and contact details (email and phone number)
Order number and date of purchase
Description of the issue or defect
Photos or videos (if applicable) showing the problem
Any other relevant information
Email: info@bricotelor.com
Company: Cembre S.p.A.
Address: Via Serenissima 9, 25135 Brescia, Italy
We will acknowledge receipt of your complaint within 48 hours and provide a first response within 5 business days. Our team will do its best to resolve the issue as quickly and fairly as possible.
After reviewing your complaint and any supporting evidence, we may offer one or more of the following solutions:
Replacement of the product
Partial or full refund
Technical support or guidance
Additional compensation, where appropriate
We may also request the return of the product for further inspection. In such cases, we will provide instructions and cover the cost of return shipping (if the complaint is justified).
To ensure a smooth complaint process, we kindly ask that you submit any product-related complaints within 14 calendar days from the date of delivery. Complaints submitted after this period may still be considered, but we cannot guarantee the same resolution options.
If you are not satisfied with the outcome of your complaint, you may request a formal review by our Customer Relations Manager. Please submit this request in writing to info@bricotelor.com, specifying the reason for your dissatisfaction.
We strive to resolve all complaints amicably and promptly. However, if a resolution cannot be reached, you may also consider the following options:
We are open to using ADR procedures (mediation or arbitration) offered by officially recognized bodies, if you wish to avoid court proceedings.
If you are a consumer based in the European Union, you have the right to use the European Commission’s ODR platform to submit a dispute. This procedure is voluntary and available only for certain types of issues related to online purchases.
(Note: While we do not include external links here, you can search “EU ODR Platform” online for more information.)
All complaints and disputes shall be governed by the laws of Italy, and in particular by the applicable rules of the Italian Civil Code and consumer protection legislation.
Any legal disputes that cannot be resolved amicably shall fall under the exclusive jurisdiction of the competent court located in Brescia, Italy, unless otherwise provided by mandatory consumer law.
For any concerns, questions, or dispute-related communications, please contact:
Cembre S.p.A.
Via Serenissima 9,
25135 Brescia, Italy
Email: info@bricotelor.com