Return policies
Your satisfaction is our priority. If for any reason you're not satisfied with your purchase, we're here to help you manage your return easily and clearly.
1. Terms for Withdrawal
Pursuant to the Consumer Code (Legislative Decree 206/2005), if you are a private customer, you have the right to withdraw from the purchase contract for any reason, without having to provide a reason, within 14 calendar days of receiving the goods.
2. Conditions for accepting returns
For returns to be accepted, materials must meet the following integrity requirements:
Sealed Packaging: Products (tiles, planks, panels) must be returned in their original, unopened boxes. We do not accept returns of opened, damaged, or tampered with boxes.
Condition of the material: It is not possible to return material that has already been installed, cut, soiled or used, even partially.
Sales Unit: The return must concern the entire sales unit purchased (we do not accept returns of individual loose tiles)
3. Exclusions (Custom Products)
The right of withdrawal does not apply in the following cases:
Paints and enamels made using a colorimeter to meet the customer's specific needs.
Materials cut or finished to measure (e.g., cut aluminum profiles, shaped stone tops).
Products ordered on a specific commission that are not part of our standard catalog.
4. Shipping Costs and Liability
Shipping costs: Shipping costs for returning the goods are the responsibility of the customer.
Logistics Management: Given the fragility and weight of building materials, we strongly recommend using specialized couriers and insuring the shipment. The goods travel under the customer's responsibility until they are received at our warehouse.
Easy Pickup Option: Upon request, we can arrange pickup through our partner carriers. In this case, the shipping cost will be communicated in advance and deducted from the final refund.
5. Return Procedure
Send an email indicating your order number and the products you wish to return.
Please wait for our return authorization confirmation.
Pack the goods carefully (preferably on a pallet, if that's how you received them) to avoid breakage.
Ship the goods to: [Your Warehouse/Office Address].
6. Refunds
Once we receive the item and verify the integrity of the packaging, we will process the refund within 7-10 business days. The refund will be made using the same payment method used for the purchase (credit card, PayPal, or bank transfer). The cost of the products will be refunded, but the original shipping costs are non-refundable.
7. Ricezione Merce Danneggiata (Importante!)
If you notice obvious damage to the packaging upon delivery (crushed boxes, broken pallet), you must:
Sign the courier's delivery note with the words "SPECIFIC INSPECTION RESERVED" and describe the damage (e.g., "Boxes broken on the right side").
Take pictures of the material still in its packaging.
Please report the incident to us within 24 hours.
Without a specific reservation written on the courier's document, we cannot be held responsible for any breakages caused by transport.