If something about your order is not right, this page tells you who answers for it and how long we take. La Mercanti sells to India from Italy; the Consumer Protection (E-Commerce) Rules, 2020 apply to us all the same, and they require a named officer for grievance redressal. This is that name.
Grievance Officer. Mirco Cameli, Quality and Customer Care Manager — mcameli@lamercanti.it, +39 0735 753833 — La Mercanti S.r.l., Via Pasubio 10, 63074 San Benedetto del Tronto (AP), Italy.
Our timescales. We acknowledge every complaint within one working day, and in any event within the forty-eight hours the Rules require. We work to resolve the matter within one month of receipt, and we tell you where it stands rather than leaving you to ask.
What to write. Your order number, what was expected and what arrived, and photographs where something is damaged or wrong. Write in English or in Italian. Our office is in Italy, four hours and thirty minutes behind Indian Standard Time in winter and three hours and thirty in summer, so a message sent in your afternoon is read the same day.
Why this desk and not sales. Mirco Cameli runs our quality system, certified ISO 9001:2015 by IMQ under certificate no. 9175.LMRC, and keeps the register of non-conformities and complaints. The person who answers a complaint is not the person who made the sale: it is the only way the answer can be an honest one.
If our answer does not satisfy you. Your rights under Indian law remain whole. You can call the National Consumer Helpline on 1915, or 1800-11-4000, and you can file with the consumer commission for your district through the E-Jagriti portal at e-jagriti.gov.in. We would rather settle it here, and we say so in our terms of sale: we seek an amicable settlement first, always.