Rovatrix.com, operated by ROIERSHUB SRL, is committed to providing high-quality products and a reliable shopping experience.
If a customer encounters an issue with a product purchased through Rovatrix.com, we encourage them to contact us promptly so that the matter can be assessed and, where appropriate, resolved in a fair and timely manner.
If a product is defective, damaged, incorrect, incomplete, or otherwise does not conform to the order or sales contract, the customer should contact us and provide sufficient information to allow us to identify and assess the issue.
Complaints may concern, for example:
Defective or non-conforming products
Products damaged upon delivery
Incorrect products received
Missing items or components
Products that differ materially from the description or order
Other issues relating to the performance of the sales contract
Customers may submit a complaint by contacting:
ROIERSHUB SRL
Via Alberto Sordi, 2
81030 Lusciano (CE), Italy
PEC: roiershubsrl@pec.it
Website: Rovatrix.com
The complaint should include, where applicable:
Order number
Customer name and contact information
Description of the problem
Identification of the affected product
Photographs or videos where reasonably useful
Date on which the issue was discovered
Any other information relevant to assessing the complaint
Customers may be asked to provide additional information where reasonably necessary to investigate the issue.
Nothing in this Policy imposes notification requirements or deadlines more restrictive than those permitted by applicable consumer protection legislation.
After receiving a complaint, ROIERSHUB SRL will review the information provided and may contact the customer if additional details are required.
Complaints will be handled within a reasonable period, taking into account:
The nature of the problem
The product concerned
The information and evidence available
Any technical inspection required
The remedy requested by the customer
Applicable consumer protection legislation
Where necessary, the customer may be asked to make the product available for inspection or return.
Where the complaint concerns a lack of conformity covered by the statutory legal guarantee, consumers are entitled to the remedies established by applicable Italian and European Union consumer protection law.
Depending on the circumstances, available remedies may include:
Repair of the product
Replacement of the product
Proportionate reduction of the purchase price
Termination of the sales contract and reimbursement, where the conditions established by law are satisfied
Repair or replacement will generally be the primary remedies where legally applicable and must be provided without charge, within a reasonable time, and without significant inconvenience to the consumer.
A price reduction or termination of the contract may become available where the statutory requirements for such remedies are met.
Any remedy offered will be determined in accordance with applicable law and the specific circumstances of the case.
Where appropriate, ROIERSHUB SRL may also propose:
Store credit
A voucher
An alternative product
Another mutually agreed solution
Any such alternative is optional and does not replace or restrict mandatory statutory remedies available to consumers.
A consumer will not be required to accept store credit or another alternative solution instead of a refund or other statutory remedy where the consumer is legally entitled to that remedy.
If a product appears to have been damaged during transport, customers are encouraged to contact the Company as soon as reasonably possible and provide photographs of:
The product
The external packaging
Internal protective packaging
Shipping labels, where relevant
Prompt reporting can help the Company investigate the issue with the carrier.
However, failure to report transport damage immediately does not automatically remove statutory rights that the customer may have under applicable consumer protection law.
If a customer receives an incorrect product or if part of an order is missing, they should contact the Company with the relevant order details.
After verification, ROIERSHUB SRL will take appropriate action, which may include:
Sending the correct product
Supplying the missing item
Arranging return of an incorrectly supplied product
Providing another remedy required under applicable law
Where the error is attributable to the Company, the consumer will not be charged the necessary costs of correcting the issue.
Product complaints concerning defects or lack of conformity may also fall under the legal guarantee of conformity.
The rights described in this Policy should therefore be read together with the Warranty and Replacement Policy available on Rovatrix.com.
Nothing in this Product Complaints Policy restricts the consumer’s rights under the statutory legal guarantee.
ROIERSHUB SRL encourages customers to contact the Company directly before initiating formal proceedings so that an attempt can be made to resolve the dispute amicably.
If a dispute cannot be resolved through direct communication, consumers may have access to Alternative Dispute Resolution (ADR) procedures in accordance with applicable Italian and European Union legislation.
ADR procedures allow consumers and traders to attempt to resolve contractual disputes through qualified independent bodies without necessarily bringing the matter before a court.
Depending on the nature of the dispute, the consumer may contact an appropriate ADR body recognized by the competent authorities.
Information about recognized consumer ADR bodies is available through the official resources of the Italian Ministry of Enterprises and Made in Italy (MIMIT) and the European Commission.
Participation by ROIERSHUB SRL in a particular ADR procedure will depend on whether participation is required by applicable law, applicable sector-specific rules, contractual obligations, or whether the Company agrees to participate in the relevant procedure.
The former European Commission Online Dispute Resolution (ODR) Platform has been discontinued and is no longer available for the submission of consumer disputes.
Consumers may instead consult the official European and national resources concerning qualified Alternative Dispute Resolution bodies.
Consumers residing in another European Union or European Economic Area country may also be able to obtain information and assistance regarding cross-border consumer disputes through the competent consumer assistance services and recognized ADR bodies.
The availability of a particular procedure will depend on the consumer’s country of residence, the nature of the dispute, and the applicable rules.
The use of an amicable or alternative dispute resolution procedure does not prevent a consumer from seeking judicial protection where permitted by law.
For consumers, jurisdiction is determined in accordance with mandatory consumer protection legislation.
Nothing in this Policy limits the right of a consumer to bring proceedings before a competent court where such right is provided by applicable law.
To the extent permitted by law, ROIERSHUB SRL is not responsible for damage caused exclusively by:
Improper or abnormal use of a product
Failure to follow product instructions or safety warnings
Unauthorized alterations or repairs that caused the damage
Negligence or misuse by the customer
External events occurring after delivery
Normal wear consistent with the nature and expected use of the product
Any exclusion or limitation will be assessed according to the circumstances of the individual case.
Nothing in this section excludes or limits liability or consumer rights where such exclusion or limitation is prohibited by applicable law.
Nothing in this Product Complaints and Dispute Resolution Policy excludes, restricts, or modifies mandatory rights granted to consumers by Italian or European Union law.
If any provision of this Policy conflicts with mandatory consumer protection legislation, the applicable statutory provision will prevail.
For product complaints, warranty matters, or dispute-related inquiries, please contact:
ROIERSHUB SRL
Via Alberto Sordi, 2
81030 Lusciano (CE), Italy
PEC: roiershubsrl@pec.it
Tax Code / Companies Register Number: 04956490611
REA Number: CE-369004
Website: Rovatrix.com