Right of withdrawal

Right of Withdrawal

Right of Withdrawal (Articles 52–59 of the Consumer Code)

Customers purchasing as consumers (a natural person acting for purposes unrelated to any professional activity) have the right to withdraw from the contract within 14 days from the delivery of the products, without providing any reason.

The withdrawal period ends after 14 days:

  • from the day the customer or a third party designated by the customer acquires physical possession of the goods; or
  • in the case of multiple orders, from the day the last item is delivered.

How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the customer must send an explicit communication to:

Ceramica e Terracotta Bettini Germano S.n.C.
Via Tiberina 322 – 06053 Deruta (PG) – Italy
Email: info@terrecottederuta.com

The communication may be sent via:

  • email
  • traditional mail
  • any explicit declaration expressing the intention to withdraw

The customer may use the standard withdrawal form provided in Annex I, Part B of Legislative Decree 21/2014, but it is not mandatory.

Returning the Goods

The customer must return the products within 14 days from the communication of withdrawal, at their own expense, to the address that will be provided in the reply to the request.

Products must be returned:

  • intact
  • unused
  • with original packaging
  • properly protected

The customer is responsible for any decrease in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods (Art. 57, paragraph 2).

Refund

Once the goods have been received and their integrity verified, the seller will refund:

  • the price of the returned products
  • the standard shipping costs paid for delivery (if applicable)

The refund will be issued within 14 days from the communication of withdrawal, but may be withheld until the goods are received or until proof of shipment is provided by the customer.

Refunds will be made using the same payment method used for the order, unless otherwise agreed.

Return Shipping Costs

Return shipping costs are borne by the customer.

Estimated maximum return costs:

  • Bulky products (e.g., vase approx. 80 cm): €150.00 from Italy – €300.00 from Europe (EU)
  • Very bulky products (e.g., large vase approx. 130 cm): €400.00 from Italy – €1,000.00 from Europe (EU)
  • Non‑bulky products (up to 10 kg): approx. €20.00 from Italy – approx. €60.00 from Europe (EU)

These values represent a maximum estimate based on the size, weight and fragility of artisanal products. Actual costs may vary depending on the courier and destination.

Exclusions from the Right of Withdrawal (Art. 59 Consumer Code)

The right of withdrawal does not apply to:

  • customized or made‑to‑order products
  • products damaged or used by the customer
  • goods returned with insufficient packaging that compromises their integrity