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Returns & Exchanges

We stand behind every piece we sell. If anything isn't right, contact us and we will make it right.

RETURN WINDOW 14 Days

Return eligible items within 14 days of confirmed delivery.

FULLY INSURED
TRANSIT PROTECTION Full Coverage

Every shipment is insured for its full retail value from dispatch to delivery.

REFUND TIMELINE 7–14 Days

Refunds processed within 7–14 business days after the returned artwork is received and inspected.

RETURN POLICY

Our Commitment to You

We want every purchase from Venetian Murano Glass to be a completely satisfying experience — in quality, authenticity, and service. If for any reason something is not right, we are here to help.

Our return policy is governed by Italian Consumer Code (D.Lgs. 206/2005) and EU Directive 2011/83/EU on consumer rights.

Please read the following carefully before initiating a return.

14-Day Return Window

Under EU consumer rights law, you have the right to withdraw from your purchase within 14 days of the date your order is delivered, without providing any reason.

To exercise your right of withdrawal, all of the following conditions must be met:

  • The return request is submitted within 14 calendar days of confirmed delivery
  • The artwork is unused, undamaged, and in its original condition
  • The artwork is returned in its original, intact packaging
  • The Certificate of Authenticity and all original documentation are included

Once your return is authorised, you have a further 14 days to ship the artwork back to us.

Non-Returnable Items

The following items are excluded from the right of withdrawal under Article 59 of EU Directive 2011/83/EU:

  • Custom-made, personalised or commissioned artworks
  • Items that have been clearly used or handled beyond what is necessary to assess their character
  • Items returned without original packaging or Certificate of Authenticity
  • Items damaged after delivery due to improper handling by the customer
  • Items returned after the 14-day withdrawal period has expired
  • Artworks that have been modified, altered or repaired by a third party
  • Items from liquidation sales or with explicit non-return designations at the time of purchase

If you are unsure whether your item is eligible for return, contact us before shipping. Unauthorised returns will not be accepted.

HOW TO RETURN

Return Process

Follow these steps to initiate and complete your return correctly.

01

Submit a Return Request

Email us at the address below within 14 days of delivery with the following information:

Your email must include:

  • Your order number
  • The reason for return
  • Photographs of the artwork in its current condition
  • Photographs of the original packaging
Important: Do not ship any return without first receiving written authorisation from us. Unauthorised returns cannot be accepted.
02

Await Authorisation

We respond to all return requests within 48 business hours. If your return is approved, you will receive written authorisation and detailed return instructions.

If your return request is declined, we will explain the reason clearly and suggest any available alternatives.

03

Pack and Ship

Pack the artwork securely in its original packaging. If the original packaging is damaged or unavailable, use protective materials of equivalent quality.

You must include:

  • The original Certificate of Authenticity
  • All original documentation received with the order
  • Our written return authorisation reference
Note on shipping costs: Return shipping is at the customer's expense unless the item is faulty or was incorrectly described. We recommend using a tracked and insured service — we cannot accept responsibility for items lost or damaged in return transit.
04

Inspection and Refund

Once we receive the returned artwork, we will inspect it within 3 business days.

If the return meets all conditions, your refund will be processed within 7–14 business days to your original payment method.

  • Refunds are issued to the original payment method only
  • Outward shipping costs are non-refundable unless the item is faulty
  • We reserve the right to deduct a handling fee for items returned in less-than-original condition

You will receive an email confirmation once your refund has been processed.

ELIGIBLE FOR REFUND

What Qualifies

The following items are eligible for a full refund when returned within the 14-day withdrawal window in original condition:

  • Standard artworks unused and in original condition
  • Items damaged in transit (claim submitted within 24 hours of delivery)
  • Items that materially differ from their description

For transit damage claims, please visit our Shipping & Delivery page for the full damage claim process.

NOT ELIGIBLE

What Does Not Qualify

  • Custom or commissioned artworks
  • Items returned after the 14-day window
  • Items returned without original packaging or documentation
  • Items damaged through mishandling after delivery
  • Items that have been modified or repaired by a third party

Important Conditions

All returns must meet the following conditions to qualify for a refund. Items that do not comply will be returned to the sender at their expense.

  • Return request submitted within 14 calendar days of delivery
  • Artwork unused, undamaged and in its original condition
  • Original packaging intact and included
  • Certificate of Authenticity and all documentation included
  • Written return authorisation received before shipping
  • Artwork shipped within 14 days of receiving authorisation

We strongly recommend using a fully insured and tracked return courier. We cannot accept responsibility for items lost or damaged during return transit.

DAMAGED DELIVERY

If Your Order Arrives Damaged

All shipments are insured for their full retail value. If your order arrives damaged, you must act immediately upon delivery:

Photograph the damage before removing any packaging
Retain all original packaging materials
Report to us within 24 hours with photos and your order number
Do not dispose of packaging until the claim is resolved

Contact us at support@venetianmuranoglass.com within 24 hours of delivery. Full replacement or refund will be arranged once the claim is approved.

Full Damage Claim Process →
GOVERNING LAW

Legal Framework

This returns policy is governed by Italian law and complies with EU Directive 2011/83/EU on consumer rights, as implemented in Italy under Legislative Decree 21/2014.

For cross-border disputes within the EU, you may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Nothing in this policy affects your statutory rights as a consumer under applicable law.

For any questions regarding your legal rights, please contact us directly and we will be happy to assist.

OUR GUARANTEE

Authenticity Guarantee

Every piece we sell is genuinely handmade on the island of Murano, Venice, by a named master artisan. This is not a marketing claim — it is a legally documented guarantee.

  • Signed Certificate of Authenticity with every piece
  • Artisan name and registration number documented
  • Technique, date and provenance recorded
  • 2-year conformity warranty under EU consumer law
  • Direct relationships with Murano glassmaking families
  • No resellers, no intermediaries, no imitations

If you ever have any doubt about the authenticity of your piece, contact us and we will provide full documentation and provenance records.

14-Day Returns

Return any eligible piece within 14 days of delivery.

24-Hour Response

We respond to all return and damage enquiries within 24 hours.

Full Refunds

Refunds processed to your original payment method within 7–14 business days.

Insured Shipping

Every order is insured for its full retail value from dispatch to delivery.