Complaints policy

3DR-I store

Complaints policy

Version: 16 September 2026

This policy describes how DR-I S.r.l. Innovative Startup handles complaints about the 3DR-I store and how a dispute can be resolved without going to court. Using the procedure is free of charge and does not affect your right to bring the matter before a court at any time.

1. What you can complain about

Customers, whether consumers or businesses, may complain about any aspect of their relationship with us, including:

  • orders, delivery times, damaged or missing parcels;
  • the conformity or quality of a product, and the handling of a warranty claim;
  • returns, withdrawal and refunds;
  • payments, invoices and charges;
  • the handling of your personal data, which may also be raised directly at privacy@dr-i.tech;
  • the conduct of our staff or of the carriers acting on our behalf.

2. How to submit a complaint

Write to complaints@dr-i.tech stating your order number, what happened, what you would like us to do, and attaching any photographs or documents that help. You may also write by post to DR-I S.r.l., Via E. Ruggiero 123, 81100 Caserta (CE), Italy, or by certified email to certificate@pec.dr-i.tech.

3. How we handle it

  • we acknowledge receipt within 2 business days;
  • we examine the complaint with care, taking account of its seriousness and complexity, and we may ask you for further information;
  • we give you a reasoned answer in writing, in clear language, within 30 days of receipt and in any event no later than 45 days where the case is particularly complex, in which case we tell you before the first deadline expires;
  • complaints are examined by a member of our team, never by an automated system alone.

4. If you are not satisfied: mediation

If our answer does not resolve the matter, we are willing to take part in mediation before:

  • the mediation body of the Chamber of Commerce of Caserta, entered under no. 404 in the register of mediation bodies held by the Italian Ministry of Justice, Piazza Sant'Anna, Palazzo ERA, 81100 Caserta, ce.camcom.it/mediaconciliazione;
  • or another accredited body agreed between the parties.

We will bear a reasonable share of the cost of the mediation. Taking part is voluntary for both sides and does not prevent either of us from going to court.

5. Consumers: alternative dispute resolution and the ODR platform

Consumers may refer the dispute to an alternative dispute resolution body under Part V, Title II-bis of the Italian Consumer Code, and may use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr, indicating complaints@dr-i.tech as our contact address. We will cooperate in good faith with the body chosen. Decisions taken in those procedures are not binding unless both parties accept them, and the consumer keeps the right to bring proceedings before the court of their place of residence or domicile.

6. Records

We keep a record of complaints received and of their outcome, for the purposes of improving the service and of defending our rights, as described in the Privacy policy.

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DR-I S.r.l. Innovative Startup · Registered office: Via E. Ruggiero 123, 81100 Caserta (CE), Italy · Operating address: Via Dalmazia 10, 13100 Vercelli (VC), Italy · VAT and tax code IT04678810617 · REA CE-346222 · Share capital € 3,000.00 fully paid up · PEC certificate@pec.dr-i.tech