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Shipping, Returns and Refunds

 

This policy governs the shipping, return and refund conditions relating to purchases made through our website. Its purpose is to ensure maximum transparency, clarity and customer protection at every stage of the purchase process.

1. Shipping

1.1 Shipping methods
We work with selected and reliable couriers to ensure safe and timely deliveries.

The available delivery methods may include:

  • standard shipping;

  • collection at our sales point, where provided and available.

The options actually available for each order are indicated during the purchase process.

1.2 Shipping costs
Shipping costs are calculated based on various factors, including:

  • weight and volume of the goods;

  • quantity of products ordered;

  • delivery destination;

  • any additional services requested.

The total shipping amount is communicated before order confirmation.

1.3 Processing times
Orders are generally processed within 48–72 working hours from payment confirmation, unless otherwise indicated.

Orders placed on weekends or public holidays will be processed from the first available working day.

1.4 Delivery times
Any delivery times indicated on the website are to be understood as estimates and may vary depending on the destination, type of product, availability of the goods and courier operations.

Unless otherwise agreed between the parties, delivery will take place within the time limits provided for by the applicable legislation.

1.5 Shipment tracking
Where available, at the time of shipment the customer will receive a communication containing the references needed to monitor the delivery status.

1.6 Packaging
Products are packed with the utmost care, with the aim of preserving their integrity during transport.

Where possible, we use packaging materials with a reduced environmental impact.

1.7 Inspection upon delivery
Upon receipt of the order, the customer is invited to check:

  • the integrity of the packaging;

  • that the number of packages corresponds;

  • the presence of any visible damage.

In the event of a damaged package, we recommend:

  • refusing delivery; or

  • accepting it with a specific reservation, indicating the issue found on the courier’s document.

It is also advisable to document any damage with photographs and promptly contact Customer Service.

1.8 Delays, losses or anomalies
In the event of a significant delay, loss or delivery issue, the customer may contact our Customer Service.

We will act as quickly as possible to carry out the necessary checks with the courier and identify the most appropriate solution.

2. Returns and Right of Withdrawal

2.1 Right of withdrawal
For distance purchases, the consumer has the right to withdraw from the contract, without giving any reason, within 14 days of receiving the products, in accordance with the terms provided for by current legislation.

2.2 How to exercise the right of withdrawal
To exercise the right of withdrawal, the customer must send a written communication within the prescribed period, indicating:

  • order number;

  • name of the order holder;

  • products they intend to return.

The communication may be sent to the contact details indicated in the contact section of the website.

2.3 Return of goods
Once the right of withdrawal has been exercised, the products must be returned without undue delay, according to the instructions that will be provided by our Customer Service.

Unless otherwise indicated, the direct costs of returning the goods shall be borne by the customer.

2.4 Conditions for accepting returns
In order to be accepted, returned products must be:

  • intact;

  • complete with any accessories and documentation;

  • returned, where possible, in their original packaging;

  • not used improperly;

  • not damaged or altered.

We reserve the right to check the condition of returned products and to assess any reduction in value resulting from handling other than that necessary to establish their nature, characteristics and functioning.

2.5 Exclusions from the right of withdrawal
The right of withdrawal does not apply to products that are:

  • made to measure;

  • clearly customized;

  • specifically ordered at the customer’s request, in the cases provided for by applicable legislation.

For such items, the order shall be considered binding once confirmed.

3. Refunds

3.1 Refund times
In the event of a correctly exercised withdrawal, the refund will be made within 14 days from receipt of the withdrawal communication, without prejudice to the right to withhold the refund until the goods have actually been received or until the customer has provided proof of shipment, if earlier.

3.2 Refund method
Unless otherwise agreed, the refund will be made using the same payment method used by the customer at the time of purchase.

3.3 Refundable expenses
In the event of a validly exercised withdrawal, the amounts due will be refunded in accordance with the provisions of applicable legislation.

Any supplementary costs resulting from the choice of delivery methods other than the standard method, where applicable, are excluded.

4. Defective or Non-Conforming Products

4.1 Lack of conformity
In the event of a defective or non-conforming product, the customer is entitled to the protections provided for by law.

4.2 Reporting the issue
To allow us to manage the request quickly, the customer is invited to send:

  • order number;

  • description of the issue found;

  • photographic documentation;

  • any information useful for verifying the claim.

4.3 Verification
Our company reserves the right to carry out the appropriate checks on the reported defect before proceeding with the applicable remedy.

5. Specific Notes for Surfaces, Tiles and Coverings

Due to the technical nature of the products sold, customers are invited to pay particular attention to the following instructions.

5.1 Inspection before laying or installation
Before laying or installation, the customer is required to carefully check:

  • quantity of the goods delivered;

  • shade, caliber, format and finish;

  • integrity of the material;

  • correspondence between the product received and the product ordered;

  • suitability of the product for the intended use.

Any anomalies, visible discrepancies or claims relating to characteristics that can be checked before use must be reported before laying.

5.2 Products already laid or installed
The laying or installation of the material implies acceptance of the visible and verifiable characteristics of the product.

For this reason, claims relating to evident discrepancies after laying cannot normally be accepted, except in the cases provided for by law and, in particular, except for any lack of conformity that could not be detected before installation.

5.3 Technical tolerances and differences between sample and final product
Products in the ceramic and covering sector may present natural technical and aesthetic characteristics, including:

  • shade variations;

  • slight caliber differences;

  • color differences;

  • variations in texture or finish;

  • differences between samples, images, photographs, renderings and the delivered product.

Such characteristics, when falling within the normal technical and production tolerances of the sector, do not constitute a defect or lack of conformity.

The images on the website are for illustrative purposes and may not reproduce the actual product in a perfectly identical manner.

5.4 Curbside or street-level deliveries
Unless otherwise indicated, delivery of the goods is understood to be curbside or street-level delivery, at the point accessible to the courier’s vehicle.

Any additional services, such as:

  • tail lift;

  • delivery to floor;

  • porterage;

  • telephone notice;

  • special vehicles,

must be requested when placing the order and, if available, may involve additional costs.

The customer is required to report in advance any access difficulties, logistical limitations or special requirements relating to the delivery location.

5.5 Products made to order or customized
Some items may be supplied to order, made upon request or sourced specifically for the customer.

In these cases, availability and delivery times may differ from those of products immediately available.

For made-to-measure, customized or specially made products at the customer’s request, the right of withdrawal is excluded in the cases provided for by current legislation.

6. Customer Service

For any information regarding shipping, returns, refunds or reports relating to an order, the customer may contact our Customer Service through the contact details indicated on the website.

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