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RETURNS AND REFUNDS

 

RETURNS AND REFUNDS

YourMurano offers the finest Murano art glass creations. But sometimes a customer may need to return a purchase.
We are absolutely sure that you will fall in love at first sight with our products, so much that we offer a full refund in case of returns!


>> Learn how to return an unbroken product, and receive a refund

 

BREAKAGE

Every item travels protected by professional packaging, wrapped by experts in the field who have been shipping glass worldwide for decades.
Receiving a broken item is therefore a very rare occurence, although it may still happen sometimes, due to the nature of the product.

 

>> If you have unwrapped your package and found the item already broken inside, follow the steps necessary to return it to us and receive an intact one.

 

 


 

RETURNS

 

How to proceed with the return of an intact product and receive a refund: YourMurano considers the full satisfaction of its customers as highly important. If a client happens to have changed their mind regarding a received product, it is possible to return it for a choice between a complete refund, store credit or exchange. The buyer can request to return the item within 14 business days from the date of receipt of the product; this request must be explicit, and can be made by any mode of communication (including, but not limited to, fax, email, post or registered mail). All products must be returned intact (with no signs of wear, abrasions, chips, scratches, distortions etc.) complete with all components and accessories, accompanied by instructions/warranties/notes/coupons and in original packaging and wrapping. If any of these elements are absent, the customer is no longer entitled to the requested refund, credit or exchange. Such conditions also subsist in the case of order error or production defect of the item. Please remember that insubstiantial variations in shape, size, colour compared to the catalogue photograph are not production defects but are typical of the handcrafted production of authentic Murano glass. Indeed, each creation is specially made for a single customer, unique and unrepeatable.

 

How to proceed with a request for return: 

In order to carry out a return the following instructions must be followed:

1 - Make sure to have read all the above conditions for return.

2 - Send your explicit request for return within 14 business days from receipt of the product, through any mode of communication (including, but not limited to, fax, email, post or registered mail).

3 - Wait until you receive a Return Authorization Code and further instructions by email.

4 - Follow the instructions and ship the merchandise to the address of our head offices: Venicecommerce Srl – Campo San Cosmo 624/625 – 30133 Isola della Giudecca – Venezia (Italia).

5 - The return shipment must be delivered to us within 14 business days from receipt of request for return.

 

Processing times

The returned product will be refunded, exchanged for another product or its value credited for a different purchase, within 14 business days from receipt of request for return, following thorough verification of the integrity of the product and packaging, and of compliance with return policy conditions.

 

Refunds:

The client will be refunded/credited the entire price of the returned product, including original shipping cost. The costs incurred for return shipping and/or possible duty or customs tax are not refundable. The currency of all transactions performed by Venicecommerce is the Euro, as the company is located in Italy, EU member country. For payments in currencies other than the Euro, Venicecommerce returns the amount in Euro anyway.
The final amount in foreign currency must therefore be reckoned with respect to the exchange rate of the day of the refund; possible exchange risks are the customer's responsibility.
The returned amount will be credited on the customer's credit card or, alternatively, following specific agreements by fax, email or mail, credited by direct transfer to the bank account specified.

 

Costs and customer responsabilities

All shipping costs for the purposes of returning the product and/or possible duty or customs tax, are full responsibility of the customer. In the case of damage to the object during return transport, Venicecommerce Srl will inform the buyer of the incident (within 5 business days of receipt of the goods in warehouse), to allow for filing of a report to the courier chosen for shipping, and obtain a refund for the price or the object (if insured); in this case, the product will be made available to the buyer for its return, at the same time cancelling the request for withdrawal. Venicecommerce Srl is in no way responsible for damage or theft/loss of goods returned by uninsured shipments. On arrival, the product will be examined to evaluate possible damage or tampering not caused by transport. If the packaging and/or wrapping appear to be ruined, Venicecommerce Srl will proceed to retain a percentage from the refund, no greater than 10%, as contribution toward replacement fees.

 

For further information on returns, withdrawals or refunds, please refer to the page "Legal Conditons. 


 


 

BREAKAGE

 

How to proceed with reporting a broken or damaged product for its replacement/refund:

YourMurano considers the full satisfaction of its customers as highly important. Every item travels protected by professional packaging, wrapped by experts in the field who have been shipping glass worldwide for decades. Receiving a broken item is therefore a very rare occurence, although it may still happen sometimes; you can simply return it and it will be replaced by an unbroken one by YourMurano. In the event that the item is no longer available, you will have a choice of store credit for the same amount or a refund. You can report the broken item within 7 business days from receipt of the product. Past this time, we will not be able to honour your request for replacement/refund. The received broken product must be returned complete with all pieces, components and accessories, accompanied by instructions/warranties/notes/coupons and in original packaging and wrapping. If any of these elements are absent, you will no longer be entitled to the requested replacement, refund or credit. Such conditions also subsist in the case of order error or production defect of the item. If you have opened your package and have discovered the item already broken, here is what you should do.

 

How to proceed with replacement/refund request:

1 - Make sure to have read all the above conditions for replacement/refund.

2 - Take photographs of the broken product from 4 different angles, placing it beside the package and wrapping. Photograph the entire product, as well as the details where the breakage occurred. We are able to deduce the cause and modality of breakage by these images, thanks to our experience; by taking these pictures, you can help us consider possible new packing solutions that can further reduce the likelihood of future damage.

3 - Send us an email, with the photos attached, to the address helpdesk@yourmurano.com, specifying in the subject line "Breakage - Customer code n. …….. - Order code n. ……..". Specify the product code in the body of the message. Within 24 hours you will receive your replacement/refund code for the broken product by email. Send a copy of your email by fax to the number +39 041 319 2250 or by registered mail with confirmation of receipt to the address: Venicecommerce Srl – Campo San Cosmo 624/625 – 30133 Isola della Giudecca – Venezia (Italia) within 7 business days.

4 - IEnter the replacement/refund code in the form you received in the product package. Carefully re-wrap the broken item. Be careful to include all broken pieces, components and accessories, accompanied by instructions/warranties/notes/coupons and in original packaging and wrapping.

5 - Send the complete package back to the address of our courier warehouse: YourMurano c/o Mailboxes etc. 187 - Via Battisti 17 - 30035 Mirano (Venezia) - Italia..

 

Processing times:

The broken product will be replaced by sending you an identical product at our expense within 30 business days from receipt of the package with the returned product.

If the same product is no longer available to YourMurano, you will be notified within 5 business days of receipt of the returned package, to offer you either a store credit or a full refund within 5 business days of your reply.

Following your decision, YourMurano will proceed to credit or refund your account within 14 business days of receipt of the goods and in any case no later than 30 days from receipt of your communication.

 

Refunds:

Your will be refunded/credited the entire price of the returned product. Unfortunately, shipping costs and/or possible duty or customs tax are not refundable. The currency of all transactions performed by Venicecommerce is the Euro, as the company is located in Italy, EU member country. For payments in currencies other than the Euro, Venicecommerce returns the amount in Euro anyway. The final amount in foreign currency must therefore be reckoned with respect to the exchange rate of the day of the refund; possible exchange risks are the customer's responsibility. The returned amount will be credited on your credit card or, alternatively, following specific agreements by fax, email or mail, credited by direct transfer to your specified bank account.

 

Costs and customer responsibilities:

All shipping costs for the purposes of returning the product and/or possible duty or customs tax, are full responsibility of the customer. 



Project developed with the
support of the Venice Chamber
of Commerce

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