Product or Service Complaints Policy

At bricotrevox.com, operated by MISCONEL SRL, customer satisfaction is our top priority. We are committed to ensuring that all products and services meet the highest quality standards. However, if you encounter any issues with a product or service purchased from us, this policy explains how you can submit a complaint and how we handle it.

1. Scope of This Policy

This policy applies to:

  • Products purchased through bricotrevox.com.

  • Services provided by our company in connection with your purchase (e.g., delivery, support, after-sales assistance).

It does not cover issues caused by misuse, neglect, unauthorized modifications, or damage occurring after the product has been delivered.

2. How to Submit a Complaint

If you wish to file a complaint regarding a product or service, please contact us as soon as possible by:

  • Sending an email to info@bricotrevox.com with the subject line “Complaint – Product/Service”.

  • Including the following details in your message:

    • Full name and contact information

    • Order number and purchase date

    • Clear description of the issue

    • Photographs or supporting documents (if applicable)

3. Acknowledgement of Complaint

  • We will acknowledge receipt of your complaint within 5 business days.

  • You will receive a confirmation email with a reference number for tracking purposes.

4. Complaint Handling Process

  • Initial assessment: We will evaluate your complaint to determine whether it is related to product quality, delivery, service, or other issues.

  • Resolution options: Depending on the nature of the complaint, possible resolutions may include:

    • Product replacement

    • Repair of the defective product

    • Partial or full refund

    • Service correction or re-provision

  • Response time: We aim to provide a resolution or update within 14 business days of receiving your complaint. In complex cases, this period may be extended, but you will be informed in advance.

5. Customer Responsibilities

To ensure a fair and efficient resolution, we ask that you:

  • Provide accurate and complete information when submitting a complaint.

  • Retain the original packaging, receipt, and product until the issue is resolved.

  • Cooperate with us in providing any additional documentation or details requested.

6. Escalation Procedure

If you are not satisfied with the initial response or resolution, you may request that your complaint be escalated to a senior manager. We will review the matter again and provide a final decision.

In the event of a dispute, you also have the right to seek assistance through recognized consumer protection bodies or legal channels in accordance with applicable law.

7. Record Keeping

All complaints are logged in our system and retained for monitoring and quality control. This allows us to identify recurring issues and improve our products and services.

8. Contact Information

For questions or to submit a complaint, please reach us at: