COMPLAINTS AND WHISTLEBLOWING POLICY
Last update: [date of publication]
1. PURPOSE OF THE POLICY
This Policy governs the manner in which ZEROTRACCE handles complaints, disputes, reports, and assistance requests regarding products purchased through the ZEROTRACCE e-commerce site.
The goal is to ensure orderly, traceable, and transparent management of communications received from customers, fostering a fair resolution of reported issues.
This Policy supplements, without replacing, the provisions contained in the Terms and Conditions of Sale, the Returns and Refunds Policy, the Legal Guarantee of Conformity, the Product Safety Policy, and other legal information published on the site.
2. WHO HANDLES REQUESTS
The seller indicated for purchases made through the site is:
Amerion Group LLC
30 N Gould St #36862
Sheridan, WY 82801
USA
EIN: 32-0818127
For customer support communications:
E-mail: sirius.amerion@gmail.com
Customer support is available in Italian and French.
3. WHAT CONSTITUTES A COMPLAINT
A "complaint" means a communication in which the customer reports, among other things:
- an issue regarding an order;
- a delivery not received or apparently anomalous;
- a damaged product;
- a product not in accordance with the order;
- a possible defect or conformity issue;
- an issue regarding a return or refund;
- an issue regarding the application of the Legal Guarantee of Conformity;
- an issue regarding information provided about the product;
- a product safety issue;
- a customer service issue.
A simple inquiry or request for assistance may be handled as a support request without necessarily being qualified as a formal complaint.
4. HOW TO FILE A COMPLAINT
The customer may file a complaint by sending a communication to the address:
sirius.amerion@gmail.com
To allow for faster processing, it is advisable to indicate:
- first and last name of the buyer;
- order number;
- e-mail address used for the order;
- date of the order;
- product concerned;
- clear description of the problem;
- date on which the problem was detected;
- remedy or solution requested, where applicable;
- any useful photographs or videos;
- any documents related to the report.
The customer is not, however, required to provide information that is not necessary for the examination of their request.
5. DELIVERY-RELATED ISSUES
In the event of non-delivery, anomalous delay, an apparently lost package, or other logistical anomaly, the customer must contact support indicating the order number.
ZEROTRACCE may verify the shipment status via the relevant tracking system and, where necessary, request information from the assigned carrier.
Delivery management does not limit the rights of the consumer under applicable legislation.
6. PRODUCT DAMAGED UPON DELIVERY
If the product is found to be damaged at the time of delivery, the customer is invited to contact support promptly and, if possible, to provide:
- photographs of the outer packaging;
- photographs of the inner packaging;
- photographs of the product;
- photographs of any shipping label;
- a description of the damage found.
Such information may be requested to document the incident and facilitate the handling of the case.
The request for photographs or other information does not imply a waiver of the mandatory rights granted to the consumer by law.
7. PRODUCT NOT IN ACCORDANCE WITH THE ORDER
If the customer receives a product different from the one ordered, they must contact support indicating the order number and specifying the discrepancy found.
ZEROTRACCE will verify the report and indicate the applicable operating procedures to the customer.
The customer shall not bear undue costs for the return of a product incorrectly sent by the seller.
8. CONFORMITY ISSUES
When the customer believes that the product has a lack of conformity, the report will be examined under the Legal Guarantee of Conformity and applicable legislation.
The customer may be asked to provide a description of the problem and, when reasonably necessary, photographic or video material that allows the nature of the dispute to be understood.
The assessment is carried out based on the circumstances of the specific case.
The rights derived from the Legal Guarantee of Conformity cannot be excluded or limited by the provisions of this Policy.
9. PRODUCT SAFETY ISSUES
Should the customer believe that a product presents a possible safety risk, they must report it promptly to support:
sirius.amerion@gmail.com
The report should contain, if available:
- order number;
- product identification;
- precise description of the risk or event;
- photographs;
- videos;
- information on the method of use;
- date of the event;
- any injuries or material damage that occurred, if relevant.
Safety-related reports may be handled with priority over normal assistance requests.
10. SUSPENSION OF USE IN CASE OF POSSIBLE RISK
If the customer reasonably believes that a product may present a safety risk, it is advisable to stop using it until the situation has been evaluated.
ZEROTRACCE may provide additional operational instructions depending on the nature of the report.
11. INFORMATION NECESSARY FOR EXAMINING THE COMPLAINT
To properly verify a dispute, ZEROTRACCE may request only the information reasonably necessary to manage the case.
Depending on the situation, the following may be requested:
- order number;
- contact details;
- photographs;
- videos;
- description of the event;
- product information;
- delivery information;
- documentation related to the purchase;
- other information strictly relevant to the report.
Unnecessary personal data should not be transmitted.
12. PHOTOGRAPHS AND VIDEOS
When photographs or videos are necessary to evaluate a report, the customer may send them via the channel indicated by support.
The material must concern exclusively what is necessary to document the problem.
The customer is invited, where possible, to avoid sending images containing third-party personal data not necessary for the management of the case.
13. ORDER NUMBER
The order number is the main reference used to link a report to the relevant purchase.
Should the customer not have the order number, they must indicate at least the e-mail address used during the purchase and any available information that may allow the identification of the order.
14. RESPONSE TIMES
Customer support aims to respond to requests normally within 24/48 business hours.
The deadline may be longer when:
- it is necessary to contact the carrier;
- it is necessary to verify information with the manufacturer or other operators involved;
- the report concerns product safety;
- a technical check is required;
- the case requires additional documentation;
- there are periods of particularly high volume.
The support response deadline does not change any legal deadlines applicable to the specific case.
15. CASE MANAGEMENT
After receiving a report, ZEROTRACCE may:
- request additional information;
- verify order data;
- verify shipment tracking;
- analyze photographs or videos;
- verify available documentation;
- coordinate with the carrier;
- coordinate with the manufacturer or other relevant operators;
- propose a solution in compliance with applicable legislation.
16. POSSIBLE SOLUTIONS
Depending on the nature of the request and applicable rights, the solution may include, when provided for:
- technical assistance;
- replacement;
- repair, when applicable;
- refund;
- price reduction;
- return management;
- application of the Legal Guarantee of Conformity;
- application of the right of withdrawal;
- other solution provided for by applicable legislation.
The proposed solution depends on the specific nature of the problem and is not determined solely by this Policy.
17. REFUND-RELATED COMPLAINTS
If the customer believes that a refund due has not been processed correctly or within the expected timeframes, they must contact support indicating:
- order number;
- date of the refund request;
- amount concerned, if known;
- payment method used;
- any previous communications regarding the refund.
ZEROTRACCE will verify the situation and provide feedback.
18. RETURN-RELATED COMPLAINTS
For complaints related to a return, the customer must indicate, when available:
- order number;
- date of the return request;
- reason for the return;
- return shipment tracking number;
- date of delivery of the return;
- any pertinent photographs or documents.
The return is handled according to the Returns and Refunds Policy and according to rights provided by law.
19. COMPLAINTS RELATED TO THE LEGAL GUARANTEE
Disputes related to the Legal Guarantee of Conformity are handled according to the relevant policy published on the site and according to the legislation applicable to consumer contracts.
The seller remains liable to the consumer for the conformity of the goods within the limits and for the duration provided by law.
20. REPORTS REGARDING PRODUCT INFORMATION
The customer may report any information that they believe to be:
- incomplete;
- incorrect;
- inconsistent;
- not sufficiently clear;
- not matching the product received.
The report will be verified and, where necessary, the published information may be updated.
21. REPORTS REGARDING SAFETY AND CONFORMITY
Reports that may concern the safety or conformity of a product may be subject to a specific internal audit.
When necessary, relevant economic operators in the supply chain, including the manufacturer and the responsible entity in the European Union, may be involved according to their respective roles and obligations.
22. MANAGEMENT OF INCIDENTS
Should a report concern an incident potentially attributable to the product, ZEROTRACCE may collect and store information necessary to:
- understand what happened;
- identify the product;
- identify the batch or other available identifier;
- assess the risk;
- coordinate any corrective actions;
- fulfill obligations under applicable legislation.
23. CORRECTIVE ACTIONS
When an audit highlights the need for a corrective action, measures provided for by applicable law and proportionate to the specific situation may be adopted.
Depending on the case, such measures may include:
- updating product information;
- communications to affected customers;
- additional instructions;
- temporary suspension of sales;
- modification or correction of information;
- replacement of affected products;
- recall or withdrawal, when provided for or necessary;
- other safety measures provided for by applicable legislation.
24. SAFETY COMMUNICATIONS
Should it be necessary to inform customers of a safety issue, communications may be made through channels considered appropriate in relation to the situation.
The communication may contain information regarding:
- the affected product;
- product identification;
- the identified risk;
- ways to stop using it;
- return procedures or other required action;
- ways to obtain assistance.
25. PROHIBITION ON MODIFYING THE PRODUCT
The customer must not perform modifications, disassemblies, or interventions on the product that could create further risks or make a correct assessment of the problem impossible, except as reasonably necessary for ordinary use or as expressly indicated in the product instructions.
26. COMPLAINTS RELATED TO CUSTOMER SERVICE
The customer may also file a complaint in relation to the handling of their assistance request.
In such a case, the communication must describe:
- the problem encountered;
- previous communications;
- the order number, if relevant;
- the requested solution.
The report will be reviewed based on the available information.
27. WRITTEN COMMUNICATIONS
For traceability reasons, complaints and reports should preferably be sent in writing to the address:
sirius.amerion@gmail.com
Written communications allow for maintaining a history of the case and verifying information already provided more easily.
28. PROCESSING OF PERSONAL DATA
Personal data provided in the context of a complaint or assistance request are processed according to the Privacy Policy published on the site.
ZEROTRACCE processes data to the extent necessary for managing the request, executing the contract, fulfilling legal obligations, and protecting its rights, according to applicable legal bases.
29. STORAGE OF COMMUNICATIONS
Communications related to complaints and reports may be stored for the period necessary for managing the case and, subsequently, for the time necessary to fulfill legal obligations or protect the seller's rights.
The methods and retention times are governed by the Privacy Policy.
30. ESCALATION OF THE REPORT
Should a request not be resolved through normal customer service, the case may be submitted to a further level of internal or technical audit, depending on the nature of the problem.
The customer will receive, when appropriate, the information necessary to proceed with the management of the case.
31. CONSUMER RIGHTS
This Policy does not limit the rights recognized to consumers by applicable legislation.
In particular, rights related to the following remain unaffected:
- the right of withdrawal;
- the Legal Guarantee of Conformity;
- product safety;
- personal data protection;
- refunds;
- delivery;
- other mandatory rights provided by law.
Any provision of this Policy must be interpreted in compliance with applicable mandatory law.
32. FALSE OR ABUSIVE REPORTS
ZEROTRACCE handles reports in good faith.
In the presence of communications that are manifestly fraudulent, threatening, abusive, or contain deliberately false information, ZEROTRACCE reserves the right to adopt measures permitted by law.
This provision does not limit the consumer's right to legitimately dispute a product, service, or contractual performance.
33. AMICABLE RESOLUTION
ZEROTRACCE encourages the direct and documented resolution of disputes through customer service.
The customer may contact:
sirius.amerion@gmail.com
indicating the subject of the dispute and the relevant order number.
Seeking an amicable solution does not imply a waiver of rights provided by law.
34. DISPUTES
Should a dispute not be resolved directly, the rules regarding consumer protection and territorial jurisdiction provided by applicable law remain applicable.
This Policy does not introduce derogations to the mandatory rights granted to the consumer.
35. POLICY UPDATES
ZEROTRACCE may update this Policy when necessary, particularly in the event of:
- changes in assistance processes;
- changes in products or services;
- changes in contact channels;
- changes in applicable legislation;
- updates to internal procedures;
- the need to improve the management of complaints and reports.
The applicable version is the one published on the site at the time of consultation.
36. CONTACTS
For complaints, reports, or assistance requests:
ZEROTRACCE
Amerion Group LLC
30 N Gould St #36862
Sheridan, WY 82801
USA
Support e-mail:
sirius.amerion@gmail.com
Support languages:
Italian and French
Indicative response time:
24/48 business hours
37. RELATIONSHIP WITH OTHER POLICIES
This Policy should be read in conjunction with the following pages:
- Terms and Conditions of Sale;
- Right of Withdrawal Policy;
- Returns and Refunds Policy;
- Legal Guarantee of Conformity;
- Shipping and Delivery;
- Product Safety Policy;
- Privacy Policy;
- Cookie Policy;
- Cookie Preference Management;
- Promotions, Discounts and Promotional Codes Regulations;
- Customer Reviews Policy;
- Legal Product Information.
In the event of a conflict between this Policy and a mandatory provision of law, the applicable provision of law shall prevail.
38. UPDATE DATE
Last update: [publication date]
This version replaces any previous versions of the Complaints and Reports Management Policy published on the website.