Refund & Return Policy

We want you to be happy with your purchase. If you change your mind, receive a damaged product, or there is a problem with your order, please read the information below.

1. Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days, without giving any reason.

The 14-day period begins on the day you, or a person designated by you, receives your order.

If your order contains several items that are delivered separately, the withdrawal period begins when you receive the last item.

2. How to Request a Return

To exercise your right of withdrawal, you must notify us before the 14-day period expires.

You can do this:

• Through your customer account: https://shopify.com/104373191004/account
• By email: [CUSTOMER SUPPORT EMAIL]

Please include your order number and a clear statement that you wish to withdraw from your purchase.

You do not need to provide a reason.

3. Returning Your Order

After informing us that you wish to withdraw, you must send the product back within 14 days.

Returns should be sent to:

[RETURN ADDRESS]

For standard change-of-mind returns, the customer is responsible for the direct cost of return shipping.

We strongly recommend using a tracked shipping service and packaging ceramic products carefully to avoid damage during transport.

Original packaging is recommended where possible, but it is not required in order to exercise your statutory right of withdrawal.

You may inspect the product in the same way that you reasonably could in a physical store. You may be responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

4. Refunds

If you exercise your right of withdrawal, we will refund the payments received from you, including the cost of our standard delivery option.

If you selected a more expensive delivery method, such as express or premium shipping, the additional shipping cost will not be refunded.

Refunds will be made using the same payment method used for the original purchase, unless otherwise expressly agreed.

We will process the refund without undue delay and no later than 14 days after you notify us of your decision to withdraw.

We may withhold the refund until we have received the returned product or until you provide evidence that the product has been sent back, whichever occurs first.

5. Damaged, Defective or Incorrect Products

If your ceramic product arrives broken, damaged, defective or different from what you ordered, please contact us as soon as possible at [CUSTOMER SUPPORT EMAIL].

To help us resolve the issue quickly, please provide:

• Your order number
• A description of the problem
• Photos of the product and, where relevant, the packaging

If the product is damaged, defective or incorrect, you will not be charged the necessary return shipping costs.

Depending on the circumstances and your rights under applicable consumer law, we will arrange an appropriate remedy, which may include a replacement, refund or other legally available solution.

Please do not discard a damaged product or its packaging until we have reviewed your request.

6. Personalised Products

The statutory right of withdrawal may not apply to products that have been made specifically to your specifications or clearly personalised.

This exception does not apply to our standard ceramic products.

7. Legal Guarantee

Nothing in this Refund & Return Policy limits your statutory consumer rights.

Products sold to consumers are covered by the applicable legal guarantee of conformity. In Italy, new consumer goods are generally covered by a two-year legal guarantee from the date of delivery.

If a product is defective or does not conform to what was advertised or ordered, please contact us at [CUSTOMER SUPPORT EMAIL] so that we can provide the appropriate remedy in accordance with applicable consumer law.

8. Contact Us

For questions about returns, refunds or damaged orders, please contact:

Gretora
Email: daniele.kullovitz@gmail.com