When purchasing natural materials such as marble, each stone is unique, and variations from the product images should be expected.
If any transport damage occurs upon delivery, this must be reported to both the carrier and us within 7 days of receipt. Visible damage must be noted on the delivery receipt at the time of delivery.
Made-to-order and custom-made products are considered bespoke products and are therefore exempt from the right of withdrawal. Production begins shortly after an order is placed, and cancellations after production has commenced are not eligible for a refund. If an order is cancelled after production has started, we reserve the right to charge a minimum of 50% of the purchase price. If production has been completed and/or the product has been packed for shipment, up to 100% of the purchase price may be charged.
For stock items and standard products, a 14-day right of withdrawal applies from the date the product is received. Returned items must be unused, undamaged, in their original packaging, and all labels must remain attached. We reserve the right to deduct up to 30% of the product value if the original packaging is missing or damaged, if the product shows signs of use, or if it has been assembled.
Claims regarding manufacturing defects or incorrect products must be reported immediately. The buyer has the right to submit a claim within two years of receiving the product, or five years if the product is intended to last significantly longer. To be considered valid, the claim must be submitted within a reasonable period after the defect was discovered. A claim made within two months of discovering the defect will always be considered timely.
Any damage discovered after delivery must be reported with clear photographs, including photos of any damage to the packaging. If a warranty claim is approved, we will cover the return shipping costs and provide a replacement or equivalent product at no additional cost. If an equivalent product cannot be supplied, the purchase price will be refunded.
The right of withdrawal applies to private consumers only. To exercise this right, you must contact us before returning the product. The product must be returned in its original, unused and undamaged condition, including the original packaging. Returns sent without prior agreement may be refused or subject to a return handling fee.
Customers are responsible for any damage that occurs during return shipping. We therefore recommend using secure packaging and a trackable shipping service. Returns must be sent directly to our warehouse and not to a parcel collection point.
For questions regarding cancellations, returns or warranty claims, please contact our customer service at ciao@marblemadestudio.com.
Right of Withdrawal & Made-to-Order Products
Many of our products are made to order, meaning they are manufactured specifically according to your selected materials, dimensions or specifications. As these products are custom-made, they are not covered by the statutory right of withdrawal.
Cancellations & Refunds
If, in exceptional circumstances, a cancellation is agreed upon, we will make every effort to process any applicable refund as quickly as possible. In certain cases, the process may take longer, as the product may first need to be handled or resold. We will keep you informed throughout the process until the matter has been resolved.
