Returns and Refunds
Returns and Refunds
How we work
Our ceramics are handmade in our workshop in Pitigliano. Small variations in shape, colour, decoration and surface are part of the handmade process and contribute to the uniqueness of each piece.
If a characteristic of a product results from the handmade process and corresponds to what is shown and described on the product page, it is not considered a defect.
Returning a product
For online purchases, consumers residing in the European Union have the right to withdraw from the purchase within 14 days of delivery, without having to provide a reason.
If you wish to return a product, please contact us before sending it back at info@ceramichepolidori.it, quoting your order number.
We will provide you with the necessary instructions for returning and safely packaging the product.
Return shipping costs are the responsibility of the customer, except where otherwise provided by applicable law.
The product must be returned in a condition that allows its nature, characteristics and functionality to be verified. The customer is responsible for any reduction in the value of the product resulting from handling beyond what is necessary to examine it.
Custom and made-to-order pieces
The right of withdrawal does not apply to products made to measure or clearly personalised according to the customer's specifications.
This may include, for example, pieces made with specific dimensions, decorations or other characteristics requested by the customer.
Damaged or non-conforming products
If your ceramic arrives damaged, has a defect, or does not correspond to what you ordered, please contact us as soon as possible at info@ceramichepolidori.it, preferably including photographs of the product and its packaging.
In these cases, we will assess the issue with you and determine the most appropriate solution.
Consumers' statutory rights regarding the legal guarantee of conformity remain applicable in all cases. For EU consumers, the legal guarantee covers defective or non-conforming goods in accordance with applicable law.
Refunds
When the right of withdrawal is validly exercised, the refund will be issued in accordance with applicable law and, normally, using the same payment method used for the original purchase.