Returns

Right of Withdrawal & Returns

If you are a private consumer, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason, pursuant to the Italian Consumer Code (Legislative Decree 206/2005). This right does not apply to made-to-order or personalised products, nor to purchases made by professional customers with a VAT number in the course of their business. Luceart S.r.l. voluntarily extends this period to 30 days from receipt of the goods.

Can I return made-to-measure or personalised products?

No. Under Article 59(1)(c) of the Italian Consumer Code (Legislative Decree 206/2005), the right of withdrawal does not apply to goods made to the customer's specifications or clearly personalised: these products cannot be returned. The legal guarantee of conformity still applies if the product is defective or does not match your order.

How do I request a return?

Simply send an email to info@luceartshop.com stating your order number and the reason for the request. We will provide you with instructions for returning the product.

Who pays the return shipping costs?

Unless otherwise stated, return shipping costs are borne by the customer, except in cases of defective or non-conforming products, for which the costs are borne by us.

When will I receive my refund?

The refund, including the original shipping costs (excluding any additional costs arising from choosing a delivery method other than the standard one), is made without undue delay and in any case within 14 days of the day we are informed of the decision to withdraw, using the same payment method used for the purchase. The refund may be withheld until the returned goods have been received or proof of their shipment has been provided, whichever is earlier.

For full details, please see our Conditions of Sale.