RETURNS & RIGHT OF WITHDRAWAL
We hope that your CALASSI becomes an object you keep and use for many years. If you change your mind, eligible purchases may be returned in accordance with the conditions below.
If you are a consumer in the European Union or another jurisdiction providing a statutory right of withdrawal, you may have the right to withdraw from your online purchase within 14 days of receiving the goods, without giving a reason.
To exercise your right of withdrawal, please contact us within the applicable withdrawal period and clearly state that you wish to withdraw from the purchase. We will provide the necessary return instructions.
The returned product must be sent back within the period required by applicable law after you have notified us of your decision to withdraw.
RETURN CONDITION
Please handle your CALASSI carefully while deciding whether to keep it.
Returned products should be sent back with all components, accessories, certificates and protective packaging supplied with the order.
You may inspect the product as you reasonably would in a physical shop. You may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Please pack the vessel carefully for its return journey. We strongly recommend using the original protective case and shipping packaging.
RETURN SHIPPING
Unless the product is faulty, damaged on arrival or incorrect, the direct cost of returning an eligible product is borne by the customer, where permitted by applicable law.
We strongly recommend using a tracked and appropriately insured shipping service due to the value and fragile nature of CALASSI vessels.
Please do not return a product without first contacting us for return instructions.
REFUNDS
Once the returned product has been received and inspected, we will process the applicable refund in accordance with your statutory rights.
Where a statutory right of withdrawal applies, eligible payments will be reimbursed as required by applicable law, including the cost of the least expensive standard delivery method offered for the original order where applicable.
If you chose a more expensive delivery option than our standard delivery service, the additional delivery cost is not required to be reimbursed where permitted by law.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
We may withhold reimbursement until we have received the returned goods or you have supplied evidence that the goods have been sent back, where permitted by applicable law.
Processing times after a refund has been issued may vary depending on your bank or payment provider.
DAMAGED OR INCORRECT ORDERS
If your CALASSI arrives damaged, defective or different from the product you ordered, please contact us as soon as possible.
Please include your order number and clear photographs of:
- the vessel;
- the affected area;
- the protective packaging; and
- the external shipping box if it shows signs of damage.
Please retain all original packaging while we review the case.
Where the product is faulty, damaged in transit or incorrect, we will arrange an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include replacement, repair, refund or another appropriate solution.
HANDMADE CHARACTER
Every CALASSI vessel is made by hand in porcelain.
Small variations in form, dimensions, surface, glaze, colour, glaze transitions and other handmade details are inherent to the production process and make each numbered piece individual.
Such natural variations are part of the character of a handcrafted CALASSI and, by themselves, do not constitute a defect.
This does not affect your statutory rights in relation to products that are genuinely faulty or not as described.
PRE-ORDERS
A pre-order reserves a CALASSI from an upcoming production cycle.
The estimated production period for pre-order pieces is stated on the relevant product page and is currently approximately 4 weeks before dispatch.
Placing a pre-order does not mean that the product will be dispatched immediately.
Where a statutory right of withdrawal applies, the fact that an item is sold on pre-order does not by itself remove that right.
If you wish to cancel a pre-order before it has been dispatched, please contact us as soon as possible. We will process the request in accordance with the status of the order and your applicable consumer rights.
BESPOKE & PERSONALISED ORDERS
Products made specifically to your individual specifications or clearly personalised for you may be excluded from the statutory right of withdrawal where applicable law permits.
Where this applies, we will make this clear before you place the order.
This exception does not automatically apply to a standard CALASSI simply because it is handmade, limited edition, numbered or offered on pre-order.
EXCHANGES
If you would like a different available CALASSI piece, please contact us before returning your order.
Because CALASSI is produced in small and numbered editions, we cannot guarantee that the same vessel, edition number or another requested piece will be available for exchange.
Where an exchange is possible, we will provide instructions based on the particular order.
STATUTORY RIGHTS
Nothing in this Returns & Refunds Policy limits or excludes any mandatory consumer rights available to you under applicable law.
For consumers in the European Union, legal rights relating to conformity of goods and remedies for faulty products apply independently from the 14-day right of withdrawal.
HOW TO CONTACT US
To request a return, report a damaged or incorrect order, cancel an eligible pre-order or ask a question about a refund, please contact us through our Contact page and include your order number.