Returns & Exchanges

1. Right of Withdrawal (EU Consumers)

In accordance with the EU Consumer Rights Directive (2011/83/EU) and the Italian Consumer Code (Codice del Consumo, D.Lgs. 206/2005), consumers who purchase products online have the right to withdraw from the contract within 14 calendar days from the date of delivery, without providing any reason.

To exercise your right of withdrawal, you must notify us of your decision by sending a clear written statement to:

Email: [email protected]
Phone: +1 (504) 369-9574
PEC: [email protected]
Address: Vega di Vannacci Emanuele, Salita Sant Antonio 25, 16137 Genova (GE), Italy

You may use the following model withdrawal form, but it is not obligatory:

2. Conditions for Returns

To be eligible for a return, the following conditions must be met:

• The product must be in its original condition, unused, and undamaged
• The product must be returned in its original packaging, including all accessories, labels, and documentation
• The return must be initiated within 14 calendar days of delivery
• Proof of purchase (order confirmation or invoice) must be provided

Products that have been assembled, modified, or show signs of use beyond what is necessary to establish the nature, characteristics, and functioning of the product may be subject to a reduction in the refund amount.

3. Exceptions to the Right of Withdrawal

In accordance with Article 59 of the Italian Consumer Code, the right of withdrawal does not apply to:

• Products that are made to the consumer's specifications or clearly personalised (bespoke/custom-made furniture)
• Products that are sealed and not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery
• Products that, by their nature, are inseparably mixed with other items after delivery

If your order includes custom-made or personalised items, this will be clearly indicated on the product page before purchase.

4. Return Shipping

The cost of returning the product is the responsibility of the consumer, unless the product was delivered in error or is defective. Given the size and weight of furniture items, we strongly recommend using a professional furniture shipping service with adequate insurance.

We can arrange return collection at your request, with the cost deducted from your refund. Please contact us for a return shipping quote before sending any items back.

The product must be returned to:
Vega di Vannacci Emanuele
Salita Sant Antonio 25, 16137 Genova (GE), Italy

5. Refund Process

Upon receiving and inspecting the returned product, we will notify you of the approval or rejection of your refund. If approved:

• Refunds will be processed within 14 days from the date we receive the returned product or proof of return shipment, whichever comes first
• Refunds will be issued using the same payment method used for the original purchase
• The refund will include the original product price and standard delivery costs (if applicable). If you chose a delivery method more expensive than the least expensive standard delivery offered, we will only refund the cost of the standard delivery option
• Any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product will be deducted from the refund

6. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please initiate a return for the original item and place a new order for the desired product. This ensures the fastest processing time for both transactions.

7. Defective or Damaged Products

If you receive a product that is defective or damaged during transit, please contact us within 48 hours of delivery at [email protected] with:

• Your order number
• Photographs clearly showing the defect or damage
• A description of the issue

For defective products, you are entitled to the legal guarantee of conformity under EU Directive 2019/771, which provides a 2-year guarantee from the date of delivery. Under this guarantee, you may request repair, replacement, a price reduction, or termination of the contract, depending on the nature and severity of the defect.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

• First, check your bank account or credit card statement again
• Contact your bank or credit card company, as processing times may vary
• If you have done all of the above and still have not received your refund, please contact us at [email protected]

9. Contact

For any questions regarding returns and exchanges, please contact us at:
Email: [email protected]
Phone: +1 (504) 369-9574
PEC: [email protected]
Address: Salita Sant Antonio 25, 16137 Genova (GE), Italy