1. Scope of application

This return policy and right of withdrawal governs purchases made through the websiteporcelain capodimonte sbordoneby consumers, i.e. natural persons who purchase for purposes unrelated to their possible entrepreneurial, commercial, artisan or professional activity.

For purchases made by subjects with a VAT number or in any case for professional purposes, the right of withdrawal provided for consumers does not apply, unless otherwise agreed in writing with the seller.

This policy must be read in conjunction with the General Conditions of Sale, the Privacy Policy and other information on the Site.

2. Right of withdrawal

Under the rules applicable to distance contracts, the consumer customer has the right to withdraw from the purchase without having to provide any reasons.

The right of withdrawal can be exercised within14 days from the date on which the customer, or a third party designated by him other than the carrier, acquires physical possession of the product.

In the case of an order consisting of several products delivered separately, the term starts from the delivery of the last product.

To exercise the right of withdrawal, the Customer must communicate his decision to the Seller within the deadline set by law, by means of an explicit declaration.

The communication can be made through the contact details indicated on the site and must allow to clearly identify:

• Order number;
• name and surname of the buyer;
• products for which withdrawal is exercised;
• order date;
• date of receipt of the goods;
• Any address used for the order.

The customer is not required to provide a reason.

3. Return of products

After communicating the withdrawal, the customer must return the productswithin 14 days from the date of the notice of withdrawal, unless otherwise provided by the applicable legislation.

The return must be made using a suitable shipping service appropriate to the particularly fragile nature of the purchased products.

Direct return costs are charged to the customer, unless the seller has expressly communicated that he wants to support them.

The customer is responsible for the correct preparation of the package and the adequate protection of the product during the return transport.

For porcelain and fragile items, it is strongly recommended to use a packaging equivalent, or in any case adequate, to that used for the original shipment.

4. Conditions of returned products

The product must be returned intact and complete with all the items received with the order, where present.

The customer can handle the product only to the extent necessary to verify its nature, characteristics and operation.

The product must not be used, altered, damaged or subjected to further manipulations than those necessary for the normal verification of the product.

The product must be returned, where possible, with:

• original packaging;
• original protective packaging;
• accessories;
• any certificates;
• documentation;
• labels;
• decorative or identifying elements;
• any other items received along with the product.

The absence of the original packaging, when this is not necessary to identify or protect the asset, does not automatically constitute a cause for the exclusion of the right of withdrawal.

However, the customer is responsible for anydecrease in the value of the product deriving from handling exceeding those necessary to verify its nature, characteristics and operation, within the limits allowed by current legislation.

5. Porcelain products and fragile items

Given the particular nature of the products marketed, such as artistic porcelain, ceramics, decorative objects and other fragile items, the customer is required to take every reasonable precaution so that the product is returned without damage.

The risk of return shipping remains the responsibility of the customer until the material returns the product to the seller.

The seller cannot therefore be held responsible for damage, breakage, loss or deterioration that occurred during the return transport organized by the customer.

If the product is received damaged due to insufficient packaging or inadequate protection, the seller reserves the right to document the status of the product and packaging and to apply, within the limits permitted by law, the discipline relating to the decrease in value of the asset.

6. Verification of returned products

Upon receipt of the return, the seller will check the status of the product.

For fragile products, the verification may include:

• checking the integrity of the porcelain;
• control of decorations;
• control of any chips, cracks or breaks;
• verification of the presence of accessories;
• verification of correspondence with the product originally shipped;
• Checking the condition of the packaging and packaging;
• Photographic documentation of the status of the product and the package.

The Seller may keep the photographic documentation relating to the verification for administrative, accounting, insurance or protection of their rights.

If a decrease in value is found attributable to a handling of the product in excess of that necessary to verify its nature, characteristics and operation, the relative amount may be deducted from the reimbursement, within the limits permitted by law.

7. repayment

In the event of a valid exercise of the right of withdrawal, the Seller will refund the Customer the payments received for the purchase, including, where necessary, the costs of the initial standard delivery.

If the customer has chosen a more expensive delivery method than the less expensive standard method offered by the seller, any surcharge will not be reimbursed in the cases provided for by law.

The refund will be made using, unless otherwise agreed with the Customer, the same payment method used for the original transaction.

the seller will be able tosuspend the refund until the returned products are received or until the customer has been proof of having returned them, whichever occurs first.

The reimbursement will be made within the terms provided for by current legislation.

8. Return costs

unless otherwise expressed by the seller,The direct costs of the return are charged to the customer.

The customer is therefore invited to carefully evaluate the product before purchasing and to verify the characteristics, dimensions, colors, materials and images in the relevant product sheet.

For particularly fragile products, the customer must choose a suitable transport service and adopt an appropriate packaging.

9. Products damaged on delivery

The customer is invited to check the integrity of the package at the time of delivery.

If the packaging shows evident signs of impact, drilling, crushing or tampering, the customer is invited, where possible, to report it immediately to the carrier and to document photographically:

1. outer packaging;
2. any visible damage;
3. the internal protections;
4. the product;
5. The shipping label.

If the product is damaged, broken or not in compliance with the order, the Customer must promptly contact the Seller by providing the order number and complete photographic documentation.

Failure to report immediate does not automatically entail the loss of the rights recognized by law to the consumer, but timely documentation greatly facilitates the management of the file and any relations with the carrier.

10. Customized products

The right of withdrawal does not apply, in the cases provided for by law, to products made according to the customer's specifications or clearly customized.

Therefore, the products are excluded from the right of withdrawal, within the limits established by current legislation:

• made on specific customer request;
• modified according to personalized customer indications;
• customized with elements, texts, colors or characteristics expressly requested by the customer;
• Made specifically for the customer and not normally present in the standard catalog.

The simple availability of a product in the catalog or the choice between standard variants already offered by the seller does not in itself constitute customization according to the legislation.

11. PRODUCTS PURCHASED IN PRO

The purchase of a product at a discounted price, on sale or as part of a promotion does not in itself eliminate the right of withdrawal when required by law.

The same return conditions as provided for in this policy remain applicable, unless specific mandatory provisions under current legislation remain applicable.

12. Product change

The right of withdrawal entails reimbursement in the manner provided for by the legislation.

The seller can, at his own discretion and subject to agreement with the customer, propose a replacement of the product with another available item.

The replacement does not constitute an obligation of the seller, except in cases where it is required by the applicable legislation for a non-compliant, defective or damaged product.

13. Legal guarantee of conformity

This return policy does not in any way limit the consumer rights deriving from theLegal guarantee of conformityrequired by current legislation.

The right of withdrawal and the legal guarantee of conformity are distinct institutions.

The customer receiving a defective product, not in compliance with the order or different from the one purchased must contact the seller indicating the order number and describing the problem encountered.

The seller will evaluate the request according to the rules applicable to the legal guarantee of conformity.

14. Products incorrectly ordered

If the Customer has independently selected a product, a variant, a measure, a color or an item other than the one desired, this circumstance does not constitute an error by the Seller.

The Customer may in any case exercise, where applicable, the right of withdrawal according to the procedures and terms provided for by this policy and by the law.

In this case, the direct costs of the return remain the responsibility of the customer.

15. Missing or incorrect products

If the Customer receives a product other than the one ordered or finds the lack of one or more items in the order, he is invited to contact the Seller before making any returns.

The Seller will verify the report and, where the error is recognized, will provide the Customer with the necessary instructions for managing the return or replacement.

The Customer must not autonomously return a product to the Seller without having first received the relevant instructions.

16. Return Methods

To obtain the return instructions, the customer must contact the seller using the official contact details published on the site.

The seller will notify, where necessary:

• return address;
• any packing instructions;
• any information relating to the carrier;
• information necessary to identify the return.

The product must be properly packaged to avoid damage during transport.

Adhesive labels should not be applied directly on the original product packaging, when this can damage it.

17. Unauthorized returns

For organizational and security reasons, the Customer is invited not to ship products to addresses other than that communicated by the Seller.

A shipment made independently to an incorrect, incomplete or unauthorized address may lead to delays in the management of the return.

This does not limit the mandatory rights recognized to the consumer by current legislation.

18. Exclusions from the right of withdrawal

Unless otherwise provided by law, the right of withdrawal is excluded in the cases expressly provided for by the applicable legislation.

In particular, among other cases provided for by law, the right of withdrawal does not apply to tailor-made or clearly customized goods.

The seller will not extend the exclusion of the right of withdrawal to categories of products for which the law does not provide for such exclusion.

19. Customer liability for decrease in value

The customer is responsible for the decrease in value of the asset resulting from a manipulation other than that necessary to establish the nature, characteristics and functioning of the product.

By way of example, they can be relevant elements for the assessment of the decrease in value:

• use of the product;
• presence of scratches or abrasions;
• chipping;
• breakages;
• spots;
• alterations of the decoration;
• removal or damage of identifying elements;
• assembly or modification not necessary;
• surface damage;
• incomplete return;
• deterioration caused by inadequate packaging.

The assessment will be carried out in proportion to the actual decrease in the value of the product and in compliance with the applicable legislation.

20. Proof of return

The customer is responsible for the return shipment until delivery to the seller.

It is therefore recommended to use a shipping service:

• traceable;
• adequately insured when appropriate;
• Suitable for the transport of fragile items.

The customer must keep the shipping receipt and the tracking code until the redemption procedure is completed.

21. contact

To exercise the right of withdrawal or request assistance with regard to a return, the Customer must use the official contact details indicated in the SectionContactsof the site.

In the communication it is advisable to always indicate the order number.

22. Applicable legislation

This return and right of withdrawal policy is governed by Italian and European legislation applicable to distance contracts and consumer protection.

In the event of a conflict between a provision of this policy and a mandatory rule applicable to the relationship with the consumer, the mandatory provision of law will prevail.

This policy does not limit the rights recognized to the consumer by current legislation.

Last update: 10/09/2026