Refund policy

Refund and Return Policy — Alchimia Vitrum

1. Right of Withdrawal (EU Customers)

Customers residing within the European Union have the right to withdraw from the contract within 14 days of receiving the product, without giving any reason, in accordance with Legislative Decree 206/2005 (Italian Consumer Code) and EU Directive 2011/83/EU.

To exercise your right of withdrawal, please send a written notice within this timeframe to: info@alchimiavitrum.com.

2. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

Made-to-order or customized products (e.g., unique pieces made on commission)
Products that by their nature cannot be returned or are liable to deteriorate rapidly

3. Return Procedure

To initiate a return:

Contact us within 14 days of receipt at info@alchimiavitrum.com.
Provide your order number and the reason for the return.
Wait for our confirmation email containing shipping instructions.
Ship the undamaged product in its original packaging within 14 days of your withdrawal notification.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases where the product is defective or non-compliant.
In the event of a defective product, we will provide a replacement or a full refund, including return shipping costs.

5. Refunds

Refunds will be processed within 14 days of receiving the returned product or receiving proof of shipment, using the same payment method used for the initial purchase. The refund may be withheld until the goods are received or until proof of return has been provided.

6. Condition of Returned Products

The product must be returned:

Undamaged and unused
In its original packaging
Complete with all accessories and documentation included

We reserve the right to refuse returns that do not comply with these conditions or to apply a deduction to the refund if the product is damaged.

7. Non-EU Customers (USA, Canada, Australia, Japan, etc.)

For customers outside the European Union, EU regulations on the right of withdrawal do not apply. However, we accept returns within 14 days of receipt under the following conditions:

The product must be undamaged and unused.
Return shipping costs are the responsibility of the customer.
Customs duties and import taxes are non-refundable.

To initiate a return, please contact us at info@alchimiavitrum.com with your order number.

8. Defective or Damaged Products

Each Alchimia Vitrum piece is handcrafted and undergoes strict quality control before shipping. However, if a product is defective, damaged during transit, or does not comply with the order received, we commit to resolving the issue promptly and at no additional cost to the customer.

How to report an issue:

Contact us within 7 days of receipt at info@alchimiavitrum.com.
Provide your order number and a brief description of the problem.
Attach clear photos of the defect or damage (including the packaging if it was damaged during transit).

What we offer:

Replacement of the product with an identical or equivalent piece, with no additional shipping costs.
A full refund of the price paid, including original shipping costs, if a replacement is not possible (e.g., an out-of-stock unique piece).
A discount voucher for your next purchase as an alternative to a refund, if preferred by the customer.

Shipping Damage: If the package arrives visibly damaged, we kindly ask you to:

Accept the package "with reserve" by making a specific note to the courier upon delivery.
Photograph the external packaging before opening it.
Contact us within 48 hours of receipt.

This information allows us to file a claim with the courier and arrange a refund or replacement as quickly as possible.

Manufacturing Defects: Our Murano glass products are artisanal pieces. Small variations in color, shape, or size compared to the photos are inherent characteristics of handmade craftsmanship and do not constitute defects. Structural flaws (such as cracks, fractures, or detachments) are, however, fully covered by this warranty.