Refund policy

RETURNS, REFUNDS AND EXCHANGES POLICY

Officine di Murano 1295 Srl - Single-Member Company

This Policy governs the exercise of the right of withdrawal, return procedures, refunds and any exchanges relating to products purchased through the official website of Officine di Murano 1295 Srl - Single-Member Company.

Any mandatory rights granted to consumers under applicable law remain unaffected.

(a) Return Period / Right of Withdrawal

EU / UK / EEA Consumers

Consumer Customers residing in the European Union, the United Kingdom or the European Economic Area have the right to withdraw from the contract within 14 calendar days, without giving any reason.

The withdrawal period expires after 14 days:

  • from the day on which the Customer, or a third party designated by the Customer other than the carrier, takes physical possession of the product; or

  • in the case of multiple deliveries relating to a single order, from the day on which the last product is delivered.

To exercise the right of withdrawal, the Customer must inform Officine di Murano 1295 Srl of their decision to withdraw from the contract before the withdrawal period expires.

The Customer may exercise the right of withdrawal by:

  • using the Withdrawal Form available on the website at the following link: WITHDRAWAL FORM;

  • sending any clear statement expressing the decision to withdraw by email to: info@1295murano.com;

  • for orders concluded through the website from 19 June 2026, using the online function “Withdraw from the contract here”, available on the Returns and Withdrawal page and/or in the order area.

Use of the Withdrawal Form is recommended to help us process the request more efficiently, but it is not mandatory. The withdrawal will be considered validly exercised by any clear statement sent within the applicable withdrawal period.

(a-bis) Online Withdrawal Function

For orders concluded through the website from 19 June 2026, the Customer may also exercise the right of withdrawal through the online function named “Withdraw from the contract here”.

The function will allow the Customer to submit an online withdrawal statement by providing or confirming:

  • first name and last name;

  • order number or other information useful to identify the contract;

  • email address or other electronic means through which confirmation can be received.

After completing the request, the Customer may submit it through the button “Confirm withdrawal”.

Once the request has been received, Officine di Murano 1295 Srl will send the Customer, without undue delay, an acknowledgement of receipt on a durable medium, such as email, including the content of the request, the date and the time of submission.

(b) Condition of Returned Products

The Customer is invited to return the products complete with accessories, certificates, documents and, where possible, in their original packaging.

Considering the fragile nature of Murano glass products, the Customer must package the product with the utmost care, using packaging suitable to protect it during transport.

The Customer is responsible for any diminished value of the product resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

If the returned product shows damage, signs of use, missing parts, missing documents, missing certificates or damage caused by inadequate packaging, Officine di Murano 1295 Srl may deduct from the refund an amount corresponding to the diminished value of the product.

In the event of a product returned severely damaged due to a reason attributable to the Customer or not properly packaged, Officine di Murano 1295 Srl reserves the right to assess a proportionate reduction of the refund, in accordance with applicable law.

(c) Products Excluded from the Right of Withdrawal

The right of withdrawal does not apply to products made to the Customer’s specifications or clearly personalised, in accordance with applicable law.

In particular, the right of withdrawal is excluded for products that are:

  • made according to specific Customer requests;

  • made to order based on the Customer’s individual choices;

  • personalised in colour, size, combination, finish, engraving or other specific elements;

  • non-prefabricated and created specifically for the Customer.

Non-exhaustive examples include:

  • Murano glass lamps produced specifically upon request;

  • items with customised colours, sizes or combinations;

  • unique pieces made according to the Customer’s specific request;

  • artworks created specifically for the Customer.

The mere handmade or artisanal nature of a product does not automatically exclude the right of withdrawal. For standard products purchased from the catalogue, unless other legal exceptions apply, the right of withdrawal remains applicable.

Products excluded from the right of withdrawal may still be subject to legal remedies in the event of lack of conformity, incorrect product or manufacturing defect.

(d) Return Procedure

Only products purchased through the official website of Officine di Murano 1295 Srl may be returned under this procedure.

1. Withdrawal communication

To start the procedure, the Customer may communicate the withdrawal by:

  • using the Withdrawal Form available on the website;

  • sending an email to info@1295murano.com;

  • for orders concluded through the website from 19 June 2026, using the online function “Withdraw from the contract here”.

The communication should preferably include:

  • order number;

  • Customer’s first name and last name;

  • product subject to withdrawal;

  • email address used for the order.

The reason for the return is optional and is not required in order to exercise the right of withdrawal.

Photos of the product may be requested or provided in the event of a damaged, defective, incorrect or non-conforming product.

Use of the form allows faster processing of the request, but the withdrawal will be considered validly exercised by any clear statement sent within the applicable period.

2. Return instructions and possible return label

After receiving the withdrawal request, Officine di Murano 1295 Srl will provide the Customer with instructions for returning the product.

Where available, Officine di Murano 1295 Srl may generate a return label through its designated carrier and send it to the Customer by email.

If a return label is provided, the related cost will be communicated to the Customer before the label is generated and may be deducted from the refund, except in the case of a defective, incorrect or non-conforming product.

3. Preparing the return

The Customer must:

  • package the product in a way that is suitable for its fragile nature;

  • include accessories, certificates, documents and any item received with the product;

  • use the original packaging where possible;

  • apply the return label to the parcel, where provided.

The Customer is advised to use a tracked shipping service suitable for the transport of fragile items.

4. Dispatching the return

The Customer may:

  • use the return label provided by Officine di Murano 1295 Srl, where available; or

  • arrange the return shipment independently, using a tracked service suitable for the fragile nature of the product.

The Customer must keep proof of shipment until the return procedure has been completed.

Officine di Murano 1295 Srl is not responsible for returns that are not delivered, lost or damaged during transport where the Customer has arranged the shipment independently or used inadequate packaging.

(e) Return Shipping Costs

Unless the return is due to a defective, incorrect or non-conforming product, the direct cost of returning the product is borne by the Customer.

If Officine di Murano 1295 Srl provides a return label through its designated carrier, the related cost will be communicated to the Customer before the label is generated and may be deducted from the refund.

The Customer may also choose to arrange the return shipment independently, using a tracked service suitable for the fragile nature of the product.

(f) Initial Shipping Costs / Free Shipping

In the event of the exercise of the right of withdrawal, Officine di Murano 1295 Srl will refund all payments received from the Customer, including any standard delivery costs actually paid at the time of the order.

Any supplementary costs resulting from the Customer’s choice of a delivery method other than the least expensive standard delivery offered will not be refunded.

Where the initial shipping was offered free of charge to the Customer, no deduction will be made for such initial shipping, unless otherwise permitted by applicable law.

The direct cost of returning the product remains borne by the Customer, except in the case of a defective, incorrect or non-conforming product or unless otherwise agreed with Officine di Murano 1295 Srl.

(g) Customs Duties, Taxes and Fees

For returns from non-EU countries, including shipments from the United Kingdom or Switzerland, any customs duties, taxes, import fees, clearance charges or brokerage fees incurred by Officine di Murano 1295 Srl in relation to the return may be deducted from the refund, to the extent permitted by applicable law.

The Customer is responsible for the proper customs handling of the return shipment and must clearly indicate, where necessary, that the goods are being returned to the seller.

(h) Deadline for Returning Goods

The Customer must return the goods without undue delay and in any event within 14 days from the date on which they communicated their decision to withdraw from the contract.

The deadline is met if the Customer sends back the goods before the 14-day period has expired.

In the event of a late return, Officine di Murano 1295 Srl reserves the right to assess the handling of the return in accordance with applicable law.

(i) Refund

In the event of a valid exercise of the right of withdrawal, Officine di Murano 1295 Srl will refund all payments received from the Customer, including any standard delivery costs actually paid, without undue delay and in any event within 14 days from the day on which it was informed of the Customer’s decision to withdraw from the contract.

Officine di Murano 1295 Srl may withhold the refund until it has received the returned goods or until the Customer has supplied evidence of having sent back the goods, whichever occurs first.

The refund will be made using the same means of payment used by the Customer for the order, unless the Customer has expressly agreed otherwise and provided that the Customer does not incur any fees as a result of the refund.

The following may be deducted from the refund, where applicable:

  • direct return shipping costs, if advanced by Officine di Murano 1295 Srl;

  • customs or clearance charges related to returns from non-EU countries;

  • diminished value of the product resulting from handling other than what is necessary;

  • damage or diminished value caused by inadequate packaging.

(l) Exchanges

The Customer may request an exchange, subject to availability of the replacement product.

If the replacement item has a lower price, the difference will be refunded according to the applicable method.

If the replacement item has a higher price, the Customer must pay the difference before the new product is shipped.

The return procedure for exchanges follows, where applicable, the same procedure described in this Policy.

The possibility of exchange does not limit or replace the right of withdrawal or any other rights granted to the Customer under applicable law.

(m) Artisanal Nature of the Products

Products made by Officine di Murano 1295 Srl are handmade in mouth-blown glass, using traditional artisanal techniques.

Due to this process, slight variations in colour, shape, dimensions, thickness, weight or finish are intrinsic to the nature of the artisanal product.

The presence of small air bubbles, slight surface irregularities, streaks, shades or “colour swirls” in the glass is a natural and distinctive feature of mouth-blown glass.

These characteristics are not considered defects, but rather confirm the authenticity, uniqueness and value of the piece.

Where they fall within the normal tolerances of artisanal craftsmanship and do not affect the functionality, safety or substantial conformity of the product, such characteristics do not constitute a lack of conformity.

The Customer’s rights to legal remedies in the event of a defective, incorrect or non-conforming product remain unaffected.