At briconixstorum.com, customer satisfaction is one of our core commitments. While we strive to ensure every product meets high-quality standards, issues may occasionally arise. This page outlines the procedure for reporting defective products or unsatisfactory service experiences, and how we handle such cases professionally and transparently.
You may submit a complaint if:
The product you received is faulty, damaged, or non-functional.
The item does not match the description or specifications shown at the time of purchase.
There has been an error in delivery or product configuration.
The product fails to operate within a reasonable time after purchase, despite correct usage.
Complaints regarding normal wear and tear, improper use, or damage caused after delivery are not eligible for free intervention or refund.
To initiate a complaint, please follow these steps:
Send an email to: info@briconixstorum.com
Use the subject line: “Product Complaint – [Your Order Number]”
In your email, please include:
Full name and contact details
Order number and date of delivery
A description of the problem encountered
One or more photos or videos clearly documenting the issue (e.g., damage, malfunction during use, non-functional buttons, charging failure)
Once we receive your report, you will get an automated acknowledgment. One of our specialists will then review your case and provide further instructions.
If visual evidence is insufficient or the nature of the defect cannot be evaluated remotely, we may request the product to be returned for technical verification at our facility.
The return must be pre-approved and follow the instructions provided by our team.
A Return Code will be issued and must be included on or inside the parcel.
Shipping costs for returns under complaint evaluation are the responsibility of the customer, unless a manufacturing defect is confirmed after inspection.
We do not accept returns sent via cash on delivery (COD).
Use a reliable courier with tracking to ensure traceability.
After assessing your complaint, the following outcomes are possible:
Valid Defect Found:
We will offer, at our discretion, a full refund, replacement of the product, or repair at no additional cost.
No Defect or Damage Found:
The product will be returned to you. Return and re-shipping costs will remain at your expense.
Damage Due to Improper Use:
The warranty will be considered void, and no refund or replacement will be provided. You may request a paid repair, if applicable.
Our decision will be based on the objective assessment of our technical team.
If no agreement is reached or you are not satisfied with the proposed resolution, and you are an EU consumer, you may submit your case to the European Online Dispute Resolution (ODR) platform provided by the European Commission.
We remain committed to resolving all issues amicably and in a timely manner, prior to involving third-party mediation channels.
We reserve the right to reject complaints that:
Do not include the required supporting documentation (photos/videos, description, order number)
Are submitted after the expiration of legal warranty coverage
Involve product damage caused by third-party interventions or modifications
All complaints must be submitted in accordance with the procedures described above to be eligible for evaluation.
For any questions, status updates, or additional clarifications related to a complaint:
FOPE SPA
Via Giuseppe Zampieri, 31
36100 Vicenza, Italy
Email: info@briconixstorum.com