Product Complaints and Disputes

Last updated: 26 August 2026

This page explains how to make a complaint about a product, an order or content published on bricomexor.com, how we handle it, and what routes are open to you if we cannot reach an agreement.

Operator and seller: ROIERS HUB S.R.L., Via Alberto Sordi 2, 81030 Lusciano (CE), Italy — VAT / Tax code 04956490611 — info@bricomexor.com

1. Where to send a complaint

Email: info@bricomexor.com — subject line “Complaint” Post: ROIERS HUB S.R.L., Via Alberto Sordi 2, 81030 Lusciano (CE), Italy

To let us deal with the matter quickly, please include:

  • your name and contact details;
  • the order number and the date of the order and of delivery, if the complaint concerns a purchase;
  • the product concerned, or the URL of the page, if the complaint concerns published content;
  • a description of the problem and what outcome you are asking for;
  • photographs, a short video or documents where they help.

2. How we handle it

  1. Acknowledgement — we confirm receipt within 2 working days.
  2. Assessment — we examine the case and may ask for further information or, where relevant, for the product to be returned for inspection at our expense.
  3. Reply — we send a reasoned written reply within 30 days of receiving the complaint, indicating what we propose to do.
  4. Resolution — depending on the case, this may be a repair, a replacement, a price reduction, a refund, a correction or update to a published page, or a reasoned rejection.

Complaints are recorded and handled in good faith, and using this procedure does not affect any of your legal rights, including the right to go to court at any time.

3. Complaints about a purchase

Depending on the nature of the problem, the applicable rules are set out in:

Damage in transit. If the packaging arrives visibly damaged, note this on the courier’s delivery document before signing and let us know as soon as possible, with photographs of the packaging and the contents. This makes the claim against the carrier much easier, though it does not limit your legal rights.

Wrong or missing item. Write to us with the order number and a photograph of the parcel contents and of the shipping label.

4. Complaints about published content

If you believe that a test, review or other page contains a factual error, is out of date, or unfairly represents a product, write to info@bricomexor.com with the URL and the specific point you are contesting, together with any supporting evidence.

We check the claim and, where it is founded, correct the page and record the correction and its date. We do not remove or alter a published test on request where the content is accurate, and manufacturers and sellers receive no different treatment from readers in this procedure.

5. Purchases made from third-party shops

Where you bought a product from another shop after following an affiliate link on this website, the contract is between you and that shop. Complaints, withdrawal and warranty claims must be addressed to that seller, under its own procedure and terms. We are happy to be told about a bad experience with a shop we link to — it informs our editorial choices — but we have no power to intervene in that contract.

6. Out-of-court dispute resolution

If our reply does not resolve the matter, a Consumer may use out-of-court routes before, or instead of, going to court.

Please note: the European Online Dispute Resolution (ODR) platform is no longer available. It was discontinued on 20 July 2025 following Regulation (EU) 2024/3228, which repealed Regulation (EU) 524/2013 and removed the obligation for traders to link to it. Any reference to that platform you may still find on other websites is out of date.

The routes that remain available include:

  • Mediation and conciliation bodies of the Italian Chambers of Commerce, under Legislative Decree 28/2010 and Article 141 of the Consumer Code. The list of accredited ADR bodies is held by the competent Ministry and by Unioncamere.
  • The list of consumer dispute resolution bodies in the EU Member States, Norway and Iceland, published by the European Commission at https://consumer-redress.ec.europa.eu/dispute-resolution-bodies.
  • The European Consumer Centres Network (ECC-Net), for cross-border disputes within the EU, Norway and Iceland. The Italian centre is the Centro Europeo Consumatori Italia.
  • Consumer associations, which can assist you in dealing with the seller.

ROIERS HUB S.R.L. does not currently adhere to any specific ADR body on a permanent basis and is not obliged to do so by law or by a code of conduct. We nonetheless assess in good faith, case by case, any proposal to submit a dispute to an accredited body under Article 141 of the Consumer Code, and we will state here without delay if we take on a permanent commitment, as required by Article 141-decies of the Consumer Code.

7. Going to court

You can bring proceedings in court at any time. Where the Customer is a Consumer resident in Italy, the exclusive jurisdiction lies with the court of the place where the Consumer resides or is domiciled. Where the Customer is a Professional, jurisdiction is as stated in the Terms and Conditions.

Italian law applies, without prejudice to the mandatory protections of the law of the Consumer’s country of habitual residence within the European Union.

8. Data protection complaints

Complaints about how we handle personal data follow a separate route and can be sent to info@bricomexor.com. You may also lodge a complaint with the Garante per la protezione dei dati personali (www.garanteprivacy.it). See the Privacy Policy.