Refund policy
Right of withdrawal
You have 14 days to return products purchased on the ImolArte website, without having to give a reason. The period starts on the day you receive your parcel. If your order arrives in several deliveries, it starts from the delivery of the last item.
The right of withdrawal is provided for by Article 52 of the Italian Consumer Code (Codice del Consumo) and applies to purchases made as a consumer.
Excluded products
Products personalised with dedications or initials cannot be returned, unless the personalisation does not match what was requested in the order.
How to make a return
- Send your request within 14 days of delivery by filling in this form.
- Wait for confirmation. We will reply with instructions on how to complete your return.
- Ship the products within 14 days of sending your request to: ImolArte – Cooperativa Ceramica d'Imola, Via Vittorio Veneto 13, 40026 Imola (BO), Italy. Use the original packaging or packaging that adequately protects the pieces. We recommend a tracked and insured shipping service proportionate to the value of the pieces.
As an alternative to shipping, you can bring the products back directly to the ImolArte shop in Imola, at the same address, during opening hours. In this case too, we ask you to send us your return request first.
Return shipping costs are borne by the customer.
Products must be returned intact, complete and in the same condition in which you received them. You may examine them as you would in a shop. If they are damaged or have been used beyond what is necessary to assess them, the refund may be reduced accordingly.
Refund
Cooperativa Ceramica d'Imola will refund the amount paid, including the standard shipping costs of the order, within 14 days of receiving your withdrawal request. The refund may be withheld until we have received the products or proof that they have been shipped.
The refund will be made using the same payment method used for the purchase, at no additional cost to you. If you chose a delivery method more expensive than the standard one, the difference will not be refunded.
Damaged or non-conforming products
If you receive an item that was damaged in transit or that differs from the one you ordered, write to us within 3 days of delivery at info@imolarte.it, including your order number and some photos of the packaging and the product. We will let you know how to proceed with a replacement or refund, at no cost to you.
Every ImolArte piece is hand-painted: slight differences in shade, brushstroke or colour intensity compared with the images on the website are a sign of artisan craftsmanship and do not constitute a defect.
The legal guarantee of conformity provided for by the Italian Consumer Code always remains valid.
Contact
For any questions about returns and refunds, you can write to info@imolarte.it. For other terms, please see the General Terms and Conditions of Sale page.