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 (Italian Consumer Code).
The right of withdrawal is reserved exclusively for consumers within the meaning of Article 3 of Italian Legislative Decree No. 206/2005 (Italian 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 purchased 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.
In the case of an order consisting of several products delivered separately, the 14-day period begins on the day the Customer receives the last item.
How to 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: Ceramiche Casola, via Laurito 49, 84017 Positano (SA), 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.
Return shipping costs are borne by the Customer, unless otherwise agreed or covered by a specific promotion.
Given the fragile nature of ceramic products, we recommend using a tracked shipping service and, where appropriate, insuring the shipment.
How to Prepare Your Return
Products must be returned complete with all items and accessories received and adequately protected for transport.
Given the particularly fragile nature of ceramics, we recommend that you:
- carefully wrap each individual piece;
- use suitable protective packaging materials;
- make sure that the items cannot move or collide inside the parcel;
- reuse, where possible, the original packaging and internal protective materials;
- keep proof of shipment.
The use of the original packaging is strongly recommended to ensure that the ceramics are adequately protected during transport, but it is not, in itself, a requirement for exercising the right of withdrawal.
The Customer is responsible for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning.
Exclusions from the right of withdrawal
Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal does not apply, among other cases provided for by law, to goods made to the consumer’s specifications or clearly personalised.
Therefore, where the conditions provided for by law apply, the following are excluded from the right of withdrawal due to a simple change of mind:
- tables and other pieces made to measure according to dimensions, shapes, colours or decorations specified by the Customer;
- products personalised with names, initials, dedications, dates or designs requested by the Customer;
- orders made specifically to the Customer’s requirements or following a dedicated quotation.
Standard, non-personalised catalogue products remain fully subject to the right of withdrawal.
Conditions for Accepting a Return
For a return to be accepted, the products must be:
- intact and not used beyond what is necessary to verify their nature and characteristics;
- complete with the original packaging, internal protective materials, labels and all items received;
- packed with the utmost care, given the fragile nature of ceramics, with each piece individually wrapped and protected using suitable packaging materials;
- shipped using a tracked courier service and insured for the full value.
Given the fragile nature of our products, we recommend reusing the original packaging and protective materials received and keeping the shipping receipt. The Customer is responsible for any diminished value of the product resulting from handling other than what is necessary, as well as for any damage caused by inadequate packaging during return shipping.
For returns shipped from abroad, any customs duties, customs charges or import-related costs associated with the return shall be borne by the Customer.
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. We reserve the right to withhold the refund until we have received the products or until the Customer has provided proof that the products have been shipped back, whichever occurs first.
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 Italian Consumer Code.
The guarantee protects consumers against any lack of conformity existing at the time of delivery and becoming apparent within the time limits established by law.
To benefit from the guarantee, the Customer must retain proof of purchase (receipt or invoice).
Damaged, Defective or Non-Conforming Products
If the product you receive is broken, damaged, defective, does not match its description or is different from the product ordered, this is not considered a simple 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;
- the outer packaging;
- the internal packaging;
- any visible damage.
Please keep the product and its packaging until the verification process has been completed. If the packaging shows obvious signs of damage upon delivery, we also recommend accepting the parcel subject to specific reservation, indicating to the carrier, where possible, the damage or issue observed.
Any claims relating to defective or non-conforming products will be handled in accordance with the Legal Guarantee of Conformity and applicable law.
Returns That Do Not Meet the Requirements
If the returned product does not comply with 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, to the extent permitted by applicable law.
Good to know
Our ceramics are shaped and hand-painted by our master artisans. Slight differences in colour, shape, size or design compared with the photographs are characteristics of the handcrafted production process and are a sign of authenticity, rather than defects.
These subtle variations are a natural feature of artisanal craftsmanship and make every product unique.
Seller details and contacts
Ceramiche Casola
Positano (SA), Italy
VAT 03368890657
Phone: +39 089 811 382
WhatsApp: +39 333 801 51 92
Email: info@ceramichecasola.com