This Product Complaints and Disputes Policy sets out the procedures, conditions, and mechanisms available to users and customers for submitting complaints, reporting issues related to products, and resolving disputes arising from purchases made through www.ovdmaxi.com (the “Website”).
The purpose of this Policy is to ensure transparency, fairness, and efficient handling of complaints in line with international e-commerce best practices.
This Policy applies to all complaints and disputes relating to:
Defective, damaged, or non-conforming products
Missing or incorrect items
Delivery-related issues
Billing or payment discrepancies
Warranty claims
Disputes concerning order execution or contractual obligations
This Policy applies to both consumers and business customers, subject to applicable mandatory laws.
The Seller responsible for handling complaints and disputes is:
FER IMPIANTI S.R.L.
EU VAT Number: IT04732900610
Registered Office: Via Cecco Angiolieri 19, 81031 Aversa (CE)
Email: info@ovdmaxi.com
Customers may submit a product complaint in the event of:
Manufacturing defects
Damage during transport
Incorrect or incomplete delivery
Product not matching the description provided at the time of purchase
Complaints should be submitted as soon as reasonably possible after discovery of the issue.
Product complaints must be submitted by email and should include:
Order number
Description of the issue
Supporting documentation (such as photographs or videos)
Customer contact details
Incomplete complaints may delay processing.
Upon receipt of a complaint, the Seller will:
Acknowledge receipt of the complaint
Review the information provided
Request additional details if necessary
Assess the validity of the complaint
Propose an appropriate solution
The Seller aims to respond within a reasonable timeframe, depending on the complexity of the issue.
Depending on the circumstances, remedies may include:
Repair of the product
Replacement of the product
Partial refund
Full refund
The choice of remedy is subject to applicable law and the specific circumstances of the case.
A dispute arises when the customer and the Seller are unable to reach an agreement regarding a complaint or contractual issue.
Before initiating formal legal proceedings, customers are encouraged to contact the Seller to seek an amicable resolution.
The Seller will make reasonable efforts to resolve disputes through good faith negotiations.
Where required or available by law, customers may have access to alternative dispute resolution mechanisms, including mediation or arbitration, without prejudice to the right to seek judicial remedies.
The Seller shall not be responsible for issues arising from:
Improper use or handling of products
Unauthorized modifications or repairs
Normal wear and tear
Failure to follow instructions or warnings
The Seller reserves the right to refuse complaints or disputes submitted in bad faith, abusively, or fraudulently, to the extent permitted by law.
Complaints and disputes are governed by the applicable law, without prejudice to mandatory consumer protection regulations.
The Seller reserves the right to modify this Policy at any time. Updated versions will be published on the Website and will apply from the date of publication.
For product complaints or disputes, customers may contact:
Email: info@ovdmaxi.com