Last updated: 29 September 2026

1. Introduction

This page explains how to submit a complaint about a product or an order placed on cartdeal.shop, how we handle it, and what options are available if we cannot reach an agreement.

Our goal is to resolve every issue fairly, transparently and quickly.

This procedure is designed to make things easier for you. It does not limit in any way your statutory rights as a consumer, including your right of withdrawal and the 24-month legal warranty of conformity.

2. What You Can Report

You can contact us about any problem with your purchase, including:

• defective or damaged products;
• products that do not match their description;
• incorrect or missing items;
• delivery problems;
• any other issue with our products or service.

3. How to Submit a Complaint

Please write to [email protected] as soon as you notice the problem.

For defects covered by the legal warranty, please do so within two months of discovering them.

To help us resolve your complaint quickly, please include:

• your order number and full name;
• a clear description of the problem;
• photos or videos showing the issue, where relevant (for example, damaged packaging, the defect, or the product label).

If something is missing, we will simply ask you for it. An incomplete first message will never be grounds for rejecting your complaint.

4. How We Handle Your Complaint

We will acknowledge your complaint within 14 business days and review it carefully.

If we need further information, we will ask you for it.

We will then propose a solution, generally within 30 business days of receiving all the necessary information.

If your case requires more time, for example because we need to check with the courier or the manufacturer, we will keep you informed of its progress.

5. Possible Solutions

The solution depends on the type of problem.

Defective products or products not matching their description. You are covered by the legal warranty of conformity. You are entitled, free of charge, to have the product repaired or replaced, at your choice, unless the chosen remedy is impossible or disproportionate.

If this is not possible or is not carried out within a reasonable time, you may choose a proportionate price reduction or a full refund.

See our Warranty and Replacement page for details.

Items damaged in transit, incorrect or missing. We will send you the correct or missing product, or refund you in full if it is no longer available, at no cost to you.

Other issues. We will look for the most suitable solution together with you.

In some cases, we may also offer a store credit or voucher, but only as an alternative that you are free to accept or decline.

It will never replace a refund you are legally entitled to.

6. Returning a Product as Part of a Complaint

If we need the product back to assess or resolve the problem, we will send you clear return instructions.

For defective, damaged or incorrect items, all return costs are borne by us.

Please pack the product carefully and send it back within the timeframe indicated in our instructions.

If you have any difficulty doing so, just let us know.

7. Payment Disputes and Chargebacks

We encourage you to contact us before opening a payment dispute or chargeback with your bank or payment provider.

In most cases, we can resolve the issue faster directly.

This is only a recommendation, and your right to contact your bank or payment provider is not affected.

8. Fraudulent or Abusive Claims

We treat every complaint in good faith.

We may, however, reject claims that are clearly fraudulent or abusive, for example claims based on falsified evidence or repeated false reports of non-delivery.

Where we reject a claim, we will always explain the reasons in writing.

9. If We Cannot Reach an Agreement

If you are not satisfied with our response, you have several options.

Alternative Dispute Resolution (ADR). You may submit your dispute to an ADR body competent for consumer disputes in accordance with Articles 141 et seq. of the Italian Consumer Code.

Information on ADR bodies is available through the Italian Ministry of Enterprises and Made in Italy (MIMIT). We do not designate a specific ADR body on this page.

Cross-border disputes. If you live in another EU country, Norway or Iceland, you can contact the European Consumer Centre in your country (ECC-Net) for free assistance.

Consumer associations. You can also contact a recognised consumer association for advice and support.

Courts. You always retain the right to take your case to the competent court, which is that of your place of residence or domicile if located in Italy.

10. Contact

For complaints and disputes, please contact:

WEPROD S.R.L.
Via Ferrante Imparato 190, Edif. 3
Condominio Napoli Est, P3 Int. 301
80146 Napoli (NA)
Italy
VAT Number: IT10883491218
Email: [email protected]