Refund policy

Information on returns and refunds

Returns and Refunds
If you are not satisfied with the item purchased in our CEAR ceramiche store, our policy as per art. 57 of the Consumer Code, allows you to request a return within 14 days. If 14 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange, unless you have proof of postage by the due date.

To be eligible for a return, your item must be unused and in the same condition in which you received it and must also be returned in the original packaging.

The return costs are charged to the customer except in the event that an item is received that is already damaged or does not correspond to the one ordered. The original shipping costs, on the other hand, will be refunded to you together with the cost of the product.
To proceed with the return of the purchased item, we ask you to follow the following procedure:

- the customer proceeds with the return request;
- the customer receives an e-mail confirming "return accepted" from us;
- the customer prepares the item in the original box;
- the package is picked up by our courier on the date indicated in the email that will be sent to the customer together with the waybill for the return to be attached to the package;
- The refund is made through the payment solution acquired by the customer at the time of the order, once the item has been received and verified that it is intact.

There are some situations where refunds are not granted:

- obvious signs of use;
- non-original product conditions, damage or missing parts for reasons not due to our error or the courier's;
- any item returned more than 14 days after delivery.

Refunds
Once your return has been received and inspected, we will send you an email to notify you that we have received the returned item. We will also notify you of the approval or rejection of your refund.
If the refund is approved, it will be processed and a credit will be automatically applied to the original credit card or payment method within a set period of time.

Late or missing refunds
If you haven't received a refund yet, check your bank account again.
Then contact your bank and credit card company, it may take some time before your refund is officially posted.
If you've done all of this before and still haven't received your refund yet, please contact us at servizioclienti@ceramichecear.it.

Exchanges
We only replace items if they are faulty or damaged with shipping costs at our expense.

To return the product, it must be sent to: CEAR ceramiche Azzaro & Romano - Zona Industriale Strada A - 95041 Caltagirone (CT) - Italy

You will be responsible for paying the shipping costs for returning your item. Shipping charges are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Tell us your willingness to return the item by writing to servizioclienti@ceramichecear.it.
Refunds for broken items
We are very specialized in packaging and it is our care to make sure that each item arrives intact, but sometimes it can happen to receive a damaged item, since it is ceramic and therefore delicate products. If you have ever received a damaged item, don't worry, as our policy includes replacement insurance for broken items.
To proceed with the request for replacement of the damaged item, we ask you to follow the following procedure:

- the customer proceeds with the request to replace the item;
- the customer must send us pictures of the broken article and the damaged packaging that we will need to open a case with our courier;
- we will proceed with the replacement of the item by sending it back.
If you have received a damaged item, please let us know by writing to servizioclienti@ceramichecear.it.