Last updated: August 3, 2026

─────────────────────────────────────────

Right of Withdrawal

Consumers who purchase a non-customized product online have the right to withdraw from the purchase, without providing any reason, within 14 days from the date of receipt of the product.

To exercise the right of withdrawal, it is necessary to send clear written communication within this period to the following email address:

Email: masseignese@gmail.com

The communication must contain:

• First and last name.
• Order number.
• Indication of the product to be returned.
• An explicit statement communicating the intention to withdraw from the contract.

You may also use the standard withdrawal form at the bottom of this page, although its use is not mandatory.

Product Return

After notifying us of your decision to withdraw, you must return the product within 14 days to the following address:

Teini & Caffettini
Via di Poggio Gagliardo 4 bis
56040 Montescudaio (PI)
Italy

Except in the case of defective, incorrect, or damaged products during transport, the direct costs of return are the responsibility of the customer.

Given the delicate nature of ceramic and porcelain products, we recommend using the original packaging, where possible, and carefully protecting each item. We also recommend using a trackable shipping service.

The customer remains responsible for the package until its delivery to our premises.

Condition of Returned Products

Returned products must be:

• intact;
• unused;
• clean;
• complete with any accessories;
• properly packaged.

The customer may inspect the product only to the extent necessary to verify its nature, characteristics, and functioning.

The customer may be held responsible for any decrease in the value of the product due to handling exceeding what is necessary for such verification.

Exclusions, Customized Products

The right of withdrawal does not apply to products:

• made to measure or decorated according to customer instructions;
• products in sizes, shapes, or variations specifically requested by the customer;
• customized with names, initials, dates, photographs, logos, texts, or designs chosen by the customer.

Once the graphic draft has been definitively approved and production has started, a customized order cannot be canceled, modified, or returned due to a mere change of mind.

However, the rights provided by law remain fully valid if a customized product is found to be defective, damaged, or not conforming to the approved draft.

Refunds

If the right of withdrawal is validly exercised, we will refund:

• the price paid for the returned products;
• the standard shipping costs incurred for the initial order, up to the amount corresponding to the least expensive standard shipping method we offer.

The refund will be issued within 14 days of receiving the withdrawal communication.

We may withhold the refund until we receive the returned product or until proof of shipment of the return is provided to us.

The refund will be made using the same payment method used for the original purchase.

Products Damaged During Transport

Upon delivery, please verify that the package is intact and that the packaging shows no signs of damage.

If damage to the packaging is visible, we recommend accepting the package with reservation, indicating the following phrase on the courier's receipt:

"Accepted with reservation due to damaged packaging."

If a product arrives broken or damaged, please contact us as soon as possible, preferably within 48 hours of delivery, at the address:

Email: masseignese@gmail.com

We ask you to attach:

• first and last name and order number;
• a description of the damage;
• photographs of the outer and inner packaging;
• clear photographs of the damaged product;
• a photograph of the shipping label.

Please keep the damaged product and all packaging until the claim is resolved.

Do not return any product before receiving our instructions.

Incorrect, Defective, or Non-Compliant Products

If you receive an incorrect, defective, incomplete, or non-compliant product, please contact us at masseignese@gmail.com, indicating the order number, a description of the problem, and attaching clear photographs.

The return costs for an incorrect or defective product will be entirely borne by us.

Legal Guarantee of Conformity

All products sold to consumers are covered by a 24-month legal guarantee of conformity starting from the date of delivery.

The guarantee does not cover damages caused by:

• falls or impacts after delivery;
• improper use of the product;
• non-compliant washing or maintenance;
• normal wear and tear;
• damage caused by the customer or third parties.

Slight differences in color, shade, or positioning of decorations due to the artisanal production process do not constitute a defect, provided they do not significantly alter the appearance or characteristics of the product.

Order Cancellation or Modification

To request the cancellation or modification of an order, please contact us promptly at the address:

Email: masseignese@gmail.com

We cannot guarantee modifications or cancellations if the product has already been shipped, production has started, the customized project has been approved, or the product has already been decorated or fired.

Standard Withdrawal Form

Complete and send this form only if you wish to exercise the right of withdrawal for a purchase for which such right is provided.

Recipient:

Teini & Caffettini
Via di Poggio Gagliardo 4 bis
56040 Montescudaio (PI)
Italy

Email: masseignese@gmail.com

I hereby communicate my withdrawal from the sales contract relating to the following products:

Order Number: ___________________________

Order Date: ___________________________

Date of Receipt: ___________________________

Customer Name: ___________________________

Customer Address: ___________________________

Date: ___________________________

Customer Signature (only if this form is sent in paper format):

Contact Us

For any questions regarding returns or refunds, you can contact us at the following:

Email: masseignese@gmail.com

Phone: +39 339 638 1865

Customer Service: Monday to Friday, from 09:00 to 17:00.