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Complaints procedure

How to make a complaint

If a product, a delivery or a service was not what you expected, tell us. You do not need a special form:

  • write to contact@be-loud.eu and mention the order number, the product and what happened (a photo or a short clip helps with faulty products);
  • or fill in the form on the Contact page;
  • or open a request from your account: the order, then "Return / complaint";
  • or call us on 0788 315 434 during working hours; please confirm by e-mail afterwards so that there is a written answer you can keep.

What happens next

  1. Acknowledgement: we confirm that we have your complaint within 2 business days and tell you who is handling it.
  2. Review: we check the order and the delivery and, if needed, ask you for details or for the product to be inspected.
  3. Answer: you receive our written answer with the proposed solution within 30 days of the day we received the complaint. Usually we answer much sooner.
  4. Solution: repair, replacement, price reduction or refund, in line with the 2-year legal guarantee of conformity (see Returns and right of withdrawal) and the Terms and conditions.

If you are not satisfied with the answer

If we could not settle the matter, you may contact the Romanian National Authority for Consumer Protection (ANPC) or an alternative dispute resolution (ADR/SAL) entity: information on anpc.ro. If you live in another EU member state you can also turn to the consumer authority of your country or to the European Consumer Centres Network (ECC-Net), which helps with disputes with traders in another EU country and points to the alternative dispute resolution body of that country. The competent courts remain open to you as well.

The European online dispute resolution (ODR) platform no longer exists: it was closed on 20 July 2025 (Regulation (EU) 2024/3228), so there is no link to it here.

Complaints about content or a report

If you disagree with a decision of ours about a report you made, about content you sent or about your account, you can contest it free of charge within six months: see Digital services (DSA).

Contact details

MT SOFTWARE CONSULTING SRL
Tax ID (CUI): RO17416776
Trade Register no.: J2005005824404
Share capital: 45500 RON
Registered office: București, Al. Emil Botta 6, Ap. 2, sector 3, România
Working point (returns): București, Șos. Vitan-Bârzești 9A, corp E, sector 4, România
Phone: 0788 315 434
WhatsApp: 0727 392 703
E-mail: contact@be-loud.eu