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Legal Notice

Frequent questions


I got the wrong billing data. Can the order be re-invoiced?
 
If the order is completed, changing the billing data involves reversing the initial invoice and issuing a new invoice. Re-invoicing can be done only within the same accounting month and only for invoices that exceed the value of RON 500. To request a re-invoice, fill in the form available here, both with the order data to be rewritten and with the new invoice data.
 
 
 I received a gift card and tried to use it for an order, but it doesn't apply. What to do?
 
If you tried to use a scratchy gift card, make sure you entered the correct password. If you do not know the password, ask the person who gave you the gift card. If you tried to apply a gift card won in a campaign to an order, check if the product you want to order belongs or not to the categories participating in the campaign. If the product is part of the categories participating in the campaign and you do not manage to apply the gift card for order payment, please contact us using the form here.
 
 
 
I received a new defective product (DOA), what should I do?
 
Contact us by e-mail by filling in the form available in the Service section, and depending on the category to which your product belongs, we will indicate the appropriate solution.
 
 
What is the advantage of an online order?
 
Placing the order online has a number of advantages: a) Orders can be registered at any time, being taken in the order of their registration; b) The reservation of the products is made automatically at the registration of the order, if they have the status "In stock"; c) You can check directly from your account the route of the order from its registration to delivery.
 
 
When is my order delivered?
 
For the products sold by BricoPRO, as soon as we deliver your order to the courier, you will receive an email containing the estimated delivery date. You can also track the status of your order at any time by entering the customer account, Order History section. If you ordered a product sold by a BricoPRO partner, your order will be delivered by courier in approximately 24-48 hours. The concrete delivery term will be communicated to you by your BricoPRO partner.
 
 
What happens to the gift card if I return the product?
 
If the return is made during the validity period of the gift card, it is reactivated after the issuance of the cancellation invoice, and you will be able to reuse the gift card series. If the cancellation is made after the end of the validity period, the discount for the gift card will no longer be available.
 
 
How do I know if the product has been repaired?
 
Once your product has been repaired, you will be notified in writing (mail / SMS) in order to pick it up / deliver it. Also, if you note the RMA request number, you can follow the status of the repair in real time by contacting an operator via live chat or by completing a notification for Service here.
 
 
How can I send the product in service?
 
Fill in and send us the Pick-Up & Return form and in a maximum of 48 working hours a courier will come to you and pick up the defective product for free to bring it into service.
 
 
How do I check if the product is eligible for return?
 
A product is eligible for return if it is in the same condition in which it was delivered (does not show: scratches, damage, missing accessories, incomplete packaging, electric shocks) and is not part of the exceptions mentioned here.
 
 
How long do I get my money back after the return?
 
The money can be returned within a maximum of 14 days from the receipt of the product by BricoPRO, in the account indicated when filling in the form 15 days right of return. If the payment was made with an online bank card, the refund will be made to the respective account.
 
 
I did not receive the gift card.
 
The gift card is sent to the e-mail address mentioned in the order, after its invoicing. If you have checked both the inbox folder and the spam folder, and you have not received the gift card, we recommend that you contact us by filling in the form here.
 
 
I did not receive the warranty certificate, how do I proceed?
 
Fill in the Customer Help section here, mentioning the order data and the email address you want the certificate in pdf format.
 
 
I did not receive the invoice. What I do?
 
Immediately after your order has been invoiced you can download the invoice from your customer account. Enter the section Order history & invoices in the account: https://BricoPRO.eu select the order, download the invoice and save or print it. Also, when your order is delivered to the courier we will send you an email with delivery details, from which you can download the invoice.
   
 
I am not satisfied with the product. How do I proceed for the return?
 
Check if the product is eligible for return and then fill out the product return form on the site at the latest on the 30th calendar day from the date of picking up / receiving the product. The product must be returned in the same condition in which it was delivered, in the original packaging.
 
 
Can I add a gift card after completing the order?
 
The gift card cannot be added after sending the order. To use it you have to redo the command.
   
 
Can I personally bring the product into service?
 
Yes, if the product benefits from a warranty certificate offered by BricoPRO or its partners, the product can be delivered to the BricoPRO office.
 
 
Can I use the money from a return for a new order?
 
Yes, the money from a return can be used to pay for another product, the condition is that you register the order by phone or by filling out the Customer Support form here.
 
 
The product has failed. How do I proceed to have the warranty repaired?
 
If the product is under warranty, you can send it free of charge through the Pick up & Return service. After completing the warranty form, the product will be taken free of charge from you and sent to the authorized service center.
 
 
Can resealed products be returned through the "Right to return for 30 days" service?
 
Yes, resealed products benefit from a 30-day return right, according to the information here.
 
 
Do resealed products have a warranty?
 
Yes, resealed products benefit from the warranty, according to the warranty certificate issued by BricoPRO. The warranty does not cover the same period as in the case of a new, sealed product.
 
 
Can resealed products be returned?

Yes. Resealed products benefit from the same return conditions as new products.
 
 
How do I cancel or modify an active order?
 
An active order can be canceled or modified by phone at the numbers: 0761644259
 
 
I received the package incompletely, I am missing some accessories. How do I proceed?
 
If you have found that you are missing certain accessories from the package, we recommend that you notify us of the situation within a maximum of 48 hours from the receipt of the package by filling in the Complaints & Complaints form. Any subsequent notification cannot be resolved positively.
 
 
The product received has a physical defect. How do I proceed?
 
If the received product has a physical defect (it is hit, scratched, cracked, chipped, broken) we recommend you to refuse delivery. If you still accepted the package, we recommend that you do not use the product and inform us of the situation within a maximum of 48 hours from delivery, by filling in the Complaints & Notifications form. Any subsequent notification cannot be resolved positively.
 
 
How long is a defective product repaired?
 
The maximum term of repair in service of a product that falls under the incidence of Law 449/2003, updated, is 15 calendar days from the receipt of the product in the service unit.
 
 
I lost the warranty certificate. What can I do?
 
If you have lost the warranty certificate and there is no one in your customer account, please report this to us by filling in the form available in the Complaints & Complaints section.
 
 
I received a different product than the one I ordered. What to do?
 
If you received a product other than the one ordered, we recommend you to refuse the package upon delivery. If you have accepted the package, please contact us using the form available here, filling in both the order data and the name of the delivered product.

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