Customer satisfaction is one of our priorities. If, for any reason, your purchase does not meet your expectations, you may exercise your right of withdrawal in accordance with the conditions set out below, pursuant to Articles 52 et seq. of Italian Legislative Decree No. 206/2005 (Consumer Code).
The right of withdrawal is reserved exclusively for consumers within the meaning of Article 3 of Italian Legislative Decree No. 206/2005 (Consumer Code). It therefore cannot be exercised by professionals, businesses, companies or other parties purchasing products in connection with their business, commercial, craft or professional activities.
Right of withdrawal
If you have made a purchase as a consumer (a natural person acting for purposes unrelated to their professional activity), you have the right to withdraw from the purchase contract within 14 days of receiving the products, without having to provide any reason.
For orders consisting of multiple products delivered separately, the 14-day period begins on the day the Customer receives the last item.
How to Exercise the Right of Withdrawal and Request a Return
Once you have communicated your intention to exercise the right of withdrawal, the products must be returned within the following 14 days, as provided by Article 57 of the Consumer Code.
- Log in and go to My account → Returns and withdrawals, or use the button on the order page.
- Choose the type of request (withdrawal, return or damaged item), select the products and state the reason.
- You will receive a confirmation email with instructions and the address to send the goods to: Ceramica Artistica Sorrentina, Via S. Liborio 44, 80063 Piano di Sorrento (NA), Italy.
- The products must be shipped within 14 days of communicating your withdrawal, carefully packed and in compliance with the conditions set out on this page.
The products must be shipped within 14 days of notifying us of your withdrawal, carefully packaged and in accordance with the conditions set out on this page.
Return shipping costs are borne by the Customer, unless otherwise agreed or expressly provided for by specific promotions.
Conditions for accepting a return
For a return to be accepted, the products must be:
- intact and not used beyond what is necessary to check their nature and characteristics;
- complete with their original packaging, internal protections, labels and every element received;
- packed with the utmost care, given the fragility of ceramics, wrapping each piece individually and using suitable protective material;
- shipped via a trackable and, where possible, insured courier.
Due to the fragile nature of our products, we recommend reusing the original packaging and protective materials and keeping the shipping receipt.
The Customer is responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature and characteristics, as well as for any damage resulting from inadequate packaging during return shipping.
Exclusions from the right of withdrawal
Pursuant to Article 59 of the Consumer Code, the right of withdrawal cannot be exercised for goods made to measure or clearly personalised. Since many of our creations are handmade to order, the following are in particular excluded from withdrawal:
- ceramics made to measure according to shapes, sizes, colours or decorations specified by the Customer;
- pieces personalised with names, initials, dedications, dates or subjects requested by the Customer;
- wedding favours (bomboniere) and services made specifically to order for events.
Non-personalised catalogue products remain subject to the full right of withdrawal.
Refunds
Once the returned products have been received and their condition has been verified, we will refund all amounts paid, excluding the shipping costs incurred for the original delivery of the order, within 14 days of receiving notification of withdrawal.
We reserve the right to withhold the refund until the returned products have been received.
The refund will be made using the same payment method used for the original purchase, unless otherwise agreed with the Customer.
Legal guarantee of conformity
All products sold are covered by the Legal Guarantee of Conformity provided for by Articles 128 et seq. of the Consumer Code. The guarantee protects the consumer against any lack of conformity existing at the time of delivery and appearing within the terms provided by law. To benefit from the guarantee, you must keep proof of purchase (receipt or invoice).
Damaged or Non-Conforming Products
A product that is broken, damaged, defective, does not conform to its description or is different from the product ordered should not be handled as a standard withdrawal due to a change of mind.
In these cases, you can use the dedicated procedure available in your account or on the order page by selecting:
“Damaged / Non-Conforming Product”
Describe the issue and, where possible, attach photographs of the product and both the internal and external packaging. To allow us to promptly assess any damage that may have occurred during transport, we recommend reporting it preferably within 48 hours of delivery and keeping both the product and its packaging until the assessment has been completed. The 48-hour recommendation is intended solely to facilitate the handling of the report and does not limit the consumer's rights under the Legal Guarantee of Conformity. If the packaging shows visible dents, tears or other damage upon delivery, we also recommend accepting the parcel subject to inspection, specifying the type of damage or irregularity to the carrier whenever possible.
If the returned product does not meet the conditions set out above (for example, it is used, damaged, incomplete, missing its original packaging, or returned after the applicable deadline), the Seller reserves the right to refuse the return or to issue a partial refund, within the limits permitted by applicable law.
Returns That Do Not Meet the Requirements
If a returned product does not meet the conditions set out above for example, if it has been used, damaged, is incomplete, is missing its original packaging or is returned after the applicable deadline , the Seller reserves the right to refuse the return or issue a partial refund, within the limits permitted by applicable law
Handcrafted Ceramics
Our ceramics are shaped, decorated and painted by hand. For this reason, there may be slight variations in colour, shade, brushwork, shape, size or decoration compared with the photographs displayed on the website or between individual pieces. These slight differences may be natural characteristics of the handcrafted production process and make each piece unique.These characteristics do not in any way limit the consumer's rights where the product has an actual lack of conformity.
Seller details and contacts
Ceramica Artistica Sorrentina
Via S. Liborio 44, 80063 Piano di Sorrento (NA), Italy
VAT 01088631211
Phone: +39 081 808 32 22
Email: info@ceramicasorrentina.it