Legal

Returns and refunds

Pieces made for you, pieces from the standard range, and what happens when something is wrong.

1. In short

Pieces made to your specification cannot be returned for a change of mind. Standard catalogue pieces can be returned within 14 days of delivery. A piece that is faulty, damaged or not what you ordered is always put right, at no cost to you.

2. Pieces made to your specification

A piece with a name, wording, a logo or artwork, in a size or colour outside our standard range, or produced from a file, sketch or brief you supplied, is made for you alone and cannot be sold to anyone else. For that reason it cannot be returned or exchanged once it has been made, as the Italian Consumer Code (Legislative Decree 206/2005, article 59) and EU consumer law allow. Before anything is produced we send you the specification — and, for a personalised piece, a proof — to approve, so you know exactly what will be made. None of this affects your rights if the piece is faulty or differs from what you approved.

3. Standard catalogue pieces: 14 days to change your mind

If you are a consumer, you can withdraw from an order for a standard catalogue piece — ordered as shown, in a size and colour from our standard range — without giving any reason, within 14 days of the day you, or someone you name, receive it. If an order arrives in several parcels, the 14 days run from the last one.

4. How to withdraw

Tell us before the 14 days are up with a clear statement that you are withdrawing: reply to your order confirmation, write to us through the contact page or on WhatsApp, or use the model form at the end of this page. Please quote your order reference. You then have a further 14 days to send the piece back.

5. Sending it back

Return postage is paid by you. Pack the piece as carefully as it reached you: the pieces are fragile, and the return is at your risk until it reaches us. You may handle a piece as you would in a shop to judge it; if it comes back used, damaged or marked beyond that, we may deduct the loss in value from your refund.

6. Your refund

We refund the price of the piece and any standard delivery charge you paid within 14 days of receiving your withdrawal. The extra cost of an express or other premium delivery you chose is not refunded. The refund is made by the payment method you used, at no charge to you. We may hold it until the piece is back with us or you have shown us proof of sending it, whichever comes first.

7. Before you pay

An order is paid when it is placed; if the payment does not go through, no order is made and nothing is charged. Where we confirm the delivery cost first, you can cancel at no cost until you pay. After that, a standard piece can still be withdrawn from as described above; a piece made to your specification can be cancelled only until production starts.

8. Faulty, damaged or wrong

If a piece arrives damaged, has a manufacturing fault or is not what we confirmed, tell us with photographs and we will repair or replace it — or, where that is not possible, refund it — at no cost to you, return postage included. This applies to personalised pieces too. As a consumer you also have the two-year legal guarantee of conformity under the Italian Consumer Code, which nothing on this page limits. For damage in transit, please tell us within 7 days so that we can claim from the carrier.

9. What is not a fault

Each piece is made individually, so small variations are part of it: visible layer texture, slight colour differences between batches and against the photographs, and dimensions within about 2% of those published. Damage from heat, solvents, misuse or normal wear is not a fault either.

10. Business customers

The 14-day right of withdrawal is a consumer right. It does not apply to orders placed by a business, including any order made under a VAT number, unless we have agreed otherwise in writing. Faulty or wrongly supplied pieces are put right for business customers too.

11. Model withdrawal form

Using this form is optional; any clear statement works. To ISPIRENZA (company details below): I hereby give notice that I withdraw from my contract for the sale of the following goods: [piece and order reference]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Signature (only if sent on paper). Date: [date].

Company details

Registered name: ISPIRENZA
Registered address: Verzuolo, Cuneo, Italy