It is our prerogative to resolve any inconveniences without wasting time and in a satisfactory manner, even if the percentage of defects in the products is low.  Generally everything  everything is resolved within 14 working days from the moment the goods are sent back to our warehouse.

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When can I file a complaint?

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We are not responsible for any defects, especially if they have been caused by improper use. For used products, we are not responsible for the degree of use or wear of the products at the time of delivery. In  case of products for which the usability period is indicated, we are also responsible for ensuring that the products are suitable for use during this period. Please take note of allergic reactions to the products delivered and these cannot in themselves be considered a defect of the products themselves. The images of the products in our virtual shop are illustrative and are not a binding representation of the characteristics of the products (for example, the packaging may vary due to the change of packaging by the manufacturer).

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What are my rights when making a complaint?

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In the event of a product defect, we can agree together on compensation in the form of a voucher. Furthermore, you have the right to request removal of the defect by replacement delivery. If such removal of the defect is impossible or inconvenient, you are entitled to request a discount on the purchase price. In this case, you can keep the product and we will refund part of the purchase price. At the same time, you can also withdraw from the sales contract. In this case, send the product back to us and we will refund the entire purchase price.

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How do I file a complaint?

 

In case of withdrawal from the sales contract or a complaint, please send the goods to the following address indicated: STUDIORESETPROJECT S.R.L  Via Litoranea 129/A - 61037  Mondolfo -  (Pesaro - Urbino). You will find instructions on how to proceed with collecting the goods in the email sent by our customer service with the complaint form.

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In the event that you have to fill out the form without the help of our staff, do not forget to mention the product defect or how it manifests itself and possibly the method you wish to process the complaint. You will be informed in writing, via e-mail or SMS, about the progress of your complaint, in particular about its acceptance, processing or rejection. We can also contact you by telephone. We will decide on the complaint without delay. As a rule, resolution of a complaint, including removal of the defect, takes no more than 30 days. Otherwise, you have the right to withdraw from the sales contract. To meet this deadline, it is essential to provide the necessary collaboration.

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Contacts

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If you have any questions regarding complaints, please contact us

to the email addressinfo@prismanero.net  or at the telephone number +39 - 0721960794.

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