ZEROTRACCE CUSTOMER SUPPORT CONTACTS
Last update: [date of publication]
1. ABOUT US
ZEROTRACCE is the brand under which products for the bathroom and household water management are marketed, including filter shower heads, filter taps, replacement filters, and kits.
The entity managing the online store is:
Amerion Group LLC
30 N Gould St #36862
Sheridan, WY 82801
USA
E-mail:
sirius.amerion@gmail.com
2. CUSTOMER SUPPORT
The customer support service is available to provide assistance regarding:
- orders;
- payments;
- shipping;
- deliveries;
- order tracking;
- products;
- installation and use, within the limits of available information;
- returns;
- refunds;
- right of withdrawal;
- Legal Warranty of Conformity;
- product-related issues;
- product safety inquiries;
- commercial information.
3. MAIN CONTACT
To contact ZEROTRACCE:
E-mail:
sirius.amerion@gmail.com
E-mail is the primary customer support channel.
4. SUPPORT LANGUAGES
Customer support can be provided in:
- Italian;
- French.
5. RESPONSE TIMES
ZEROTRACCE endeavors to respond to inquiries normally within 24–48 business hours.
The timeframe may be longer during:
- periods of high inquiry volume;
- promotional campaigns;
- holiday periods;
- generalized logistical issues;
- exceptional technical or operational events.
The indicated response time is a service goal and does not constitute a contractual deadline for delivery, refund, or the exercise of a right provided by law.
6. INFORMATION TO BE PROVIDED
To enable faster processing of the request, the customer should indicate, when available:
- full name;
- order number;
- e-mail address used for the purchase;
- affected product;
- reason for the request;
- any useful photographs or videos;
- any information received from the courier.
The customer must not send unnecessary personal data.
7. SUPPORT REGARDING AN ORDER
For a request regarding an order already placed, the customer should indicate the order number.
ZEROTRACCE may request additional information reasonably necessary to verify the customer's identity or correspondence with the order.
8. SHIPPING SUPPORT
In case of a delivery-related request, ZEROTRACCE may verify:
- shipment status;
- tracking number;
- information available from the carrier;
- any delivery anomalies;
- any delays reported by the carrier.
Delivery information may depend on data provided by the carrier used.
9. ORDER NOT RECEIVED
If the customer has not received their order within the expected timeframe, they must contact support by indicating the order number.
ZEROTRACCE will verify the shipment status and, when necessary, may open a verification request with the carrier.
The procedures applicable to lost, damaged, or undelivered packages are also governed by the Shipping and Delivery Policy and applicable regulations.
10. DAMAGED PRODUCT
If the product arrives damaged, the customer must contact support as soon as possible and provide, when possible:
- order number;
- photographs of the outer packaging;
- photographs of the inner packaging;
- photographs of the damaged product;
- description of the issue.
Prompt reporting facilitates the handling of the case with the carrier, without limiting any mandatory rights that may belong to the consumer.
11. NON-CONFORMING OR DEFECTIVE PRODUCT
If the customer believes the product has a defect or is not in accordance with the contract, they must contact:
sirius.amerion@gmail.com
ZEROTRACCE may request useful information and documentation to evaluate the issue.
The request is handled according to the Legal Warranty of Conformity and applicable regulations.
12. PRODUCT SAFETY
For any issue that may concern product safety, the customer must contact support immediately.
The report may concern, for example:
- abnormal breakage;
- abnormal water leakage;
- damaged component;
- issue during installation;
- issue occurring during use;
- other situation that may reasonably present a risk.
When necessary, the customer must stop using the product until the situation is evaluated.
13. WITHDRAWAL REQUESTS
To exercise the right of withdrawal, the customer must follow the methods indicated in the:
“INFORMATION ON THE RIGHT OF WITHDRAWAL”
and in the:
“RETURNS AND REFUNDS POLICY”.
A simple inquiry to support does not necessarily replace the formal communication of withdrawal required by regulations.
14. RETURNS
For information on product return procedures, the customer should consult the:
“RETURNS AND REFUNDS POLICY”.
Support can provide the operational instructions necessary in relation to the individual order.
15. REFUNDS
Refunds are processed according to the conditions applicable to the relevant order, current legislation, and the Returns and Refunds Policy.
Support can communicate the status of a refund request and, when necessary, request additional information.
16. LEGAL WARRANTY
Consumers benefit from the Legal Warranty of Conformity provided by applicable regulations.
For information on rights and procedures, consult:
“LEGAL WARRANTY OF CONFORMITY”.
This support does not limit or replace the rights recognized by law.
17. PRODUCT INFORMATION
Before purchasing, the customer can contact support to request information on product characteristics.
ZEROTRACCE provides exclusively information corresponding to the characteristics and documentation actually available.
No technical warranties not expressly documented are provided.
18. INSTALLATION
Products must be installed and used according to the instructions and safety indications applicable to the product.
When installation requires specific technical skills or when the customer is unsure about installation methods, it is advisable to consult a qualified professional.
Customer support does not replace professional technical intervention.
19. TECHNICAL INFORMATION
Technical information provided by support must be consistent with the documentation available for the product.
ZEROTRACCE does not guarantee performance, characteristics, or results that are not expressly indicated in the official product documentation.
20. SAFETY REPORTS
Reports regarding safety are treated with priority over standard commercial inquiries.
When necessary, ZEROTRACCE may request:
- product identification;
- order number;
- photographs;
- description of the incident;
- date of the incident;
- information on the location and conditions of use;
- any other information useful for the evaluation.
21. PRIVACY REQUESTS
To exercise rights regarding personal data or request information on data processing, the customer can write to:
sirius.amerion@gmail.com
Requests are handled according to the Privacy Policy and applicable personal data protection regulations.
22. COOKIE REQUESTS
For questions regarding cookies and consent preferences, the customer can consult the:
“COOKIE POLICY”
and use the feature:
“MANAGE COOKIE PREFERENCES”.
For further information, it is possible to contact support.
23. BUSINESS ORDERS
ZEROTRACCE may accept requests from professional customers and businesses.
Commercial conditions applicable to a B2B order may differ from those provided for consumers.
For B2B commercial requests:
sirius.amerion@gmail.com
24. COMMERCIAL REQUESTS
For information regarding:
- products;
- availability;
- quantities;
- kits;
- multiple orders;
- professional requests;
it is possible to contact support via e-mail.
25. CONDUCT IN COMMUNICATIONS
ZEROTRACCE is committed to providing professional and respectful support services.
Communications with support must maintain a respectful tone and not contain threats, harassment, or illicit content.
The handling of requests is not influenced by whether the customer has provided a positive or negative review.
26. PERSONAL DATA IN COMMUNICATIONS
The customer must avoid sending via e-mail:
- complete payment data;
- passwords;
- authentication codes;
- unnecessary personal data of third parties;
- other sensitive information not requested.
ZEROTRACCE never requests the communication of an account password or full payment card data via e-mail.
27. COMMUNICATION SECURITY
ZEROTRACCE may use the data provided by the customer exclusively within the limits necessary for handling the request and according to the provisions of the Privacy Policy and applicable regulations.
28. UNOFFICIAL CHANNELS
Information published on sites, forums, social networks, or other channels not managed directly by ZEROTRACCE do not automatically constitute official support communications.
For requests related to orders, returns, refunds, warranty, or product safety, the customer must use the official channel:
sirius.amerion@gmail.com
29. PRIORITY OF POLICIES
The information contained on this page is for information and support purposes.
In case of issues related to legal rights or contractual conditions, the respective official policies of ZEROTRACCE and applicable regulations prevail, including:
- Terms and Conditions of Sale;
- Information on the Right of Withdrawal;
- Returns and Refunds Policy;
- Legal Warranty of Conformity;
- Shipping and Delivery;
- Product Safety Policy;
- Privacy Policy;
- Cookie Policy.
30. UPDATING
This page may be updated in the event of changes to support channels, internal procedures, logistics providers, or the store's operating methods.
The updated version is published on the site with an indication of the update date.
31. OFFICIAL CONTACTS
ZEROTRACCE
Amerion Group LLC
30 N Gould St #36862
Sheridan, WY 82801
USA
Support e-mail:
sirius.amerion@gmail.com
Languages:
Italian and French
Indicative response time:
24–48 business hours
Last update: [date of publication]