Refund policy

REFUND AND RETURN POLICY

Last updated: March 8, 2026

MADE-TO-ORDER PRODUCTS

All MuranoAtelier products are handcrafted to order specifically for you. Due to the bespoke nature of our artisanal Murano glass, returns and refunds are not accepted for made-to-order items.

This policy is in accordance with Article 59, paragraph 1, letter c) of the Italian Consumer Code (Legislative Decree 206/2005) and Article 16(c) of the EU Consumer Rights Directive 2011/83/EU, which exclude the right of withdrawal for "the supply of goods made to specifications or clearly personalized."

EXCEPTIONS

We stand behind the quality of our craftsmanship. Returns and refunds are accepted in the following cases:

1. DEFECTIVE PRODUCTS

If your item arrives with a manufacturing defect attributable to MuranoAtelier:

  • Contact us within 48 hours of delivery
  • Provide photos of the defect
  • We will arrange a free replacement or full refund

2. DAMAGED DURING SHIPPING

If your item arrives damaged due to transit:

  • Do not discard the packaging
  • Take photos of the box, packaging materials, and damaged item
  • Contact us within 48 hours of delivery at cinzia.gambini2@gmail.com
  • We will file an insurance claim with the carrier
  • We will arrange a free replacement or full refund

3. INCORRECT ITEM RECEIVED

If you receive an item different from what you ordered:

  • Contact us within 48 hours of delivery
  • Provide photos and order details
  • We will arrange return shipping at our expense
  • We will send the correct item or issue a full refund

HOW TO REQUEST A REFUND OR REPLACEMENT

Step 1: Contact us immediately at cinzia.gambini2@gmail.com within 48 hours of delivery

Step 2: Include in your email:

  • Order number
  • Photos of the item and packaging (if damaged)
  • Description of the issue

Step 3: Our team will review your request within 24-48 business hours

Step 4: If approved, we will provide instructions for:

  • Return shipping (if applicable - at our expense for eligible cases)
  • Replacement production timeline
  • Refund processing

REFUND PROCESSING

Approved refunds will be processed:

  • Within 5-10 business days of receiving the returned item (if return is required)
  • To the original payment method used for purchase
  • You will receive email confirmation once the refund is issued

Please note: Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

WHAT IS NOT COVERED

Returns and refunds are not accepted for:

❌ Change of mind
❌ Ordered wrong item
❌ Color or size variations inherent to handmade glass
❌ Minor variations from product photos (due to artisanal nature)
❌ Damage caused by improper use or handling after delivery
❌ Items damaged due to failure to follow care instructions

ARTISANAL VARIATIONS

Please note that each piece is individually handcrafted. Slight variations in:

  • Color intensity
  • Shape and dimensions
  • Glass texture and patterns

...are natural characteristics of authentic Murano glass and not considered defects. These variations make each piece unique.

QUALITY GUARANTEE

Despite our no-return policy for made-to-order items, we guarantee:

  • Dishwasher safe (following care instructions)
  • Light resistant (colors will not fade)
  • Moisture resistant
  • 24-month warranty against manufacturing defects

CANCELLATIONS

Before production starts (within 24 hours of order):

  • You may cancel your order for a full refund
  • Contact us immediately at cinzia.gambini2@gmail.com

After production has started:

  • Cancellations are not possible as your piece is already being handcrafted
  • The 25-day production timeline begins immediately after order confirmation

CONTACT US

For refund or return inquiries:

Email: cinzia.gambini2@gmail.com
Response time: 24-48 business hours

Address:
MuranoAtelier
Via Margherita 10
56034 Chianni (PI)
Italy

We are committed to ensuring your complete satisfaction with your MuranoAtelier piece.