1. About These Terms
These Terms and Conditions ("Terms") govern your use of the Venetian Murano Glass website and any purchases you make from us. By placing an order, you confirm that you have read, understood and agree to these Terms in full.
These Terms are governed by Italian law and comply with EU Directive 2011/83/EU on consumer rights, as implemented in Italy by Legislative Decree 21/2014.
We reserve the right to update these Terms from time to time. The Terms applicable to your order are those in force at the time of purchase.
2. Our Company
Venetian Murano Glass is a company incorporated under Italian law, operating from the island of Murano, Venice, Italy.
Contact: info@venetianmuranoglass.com
Our e-commerce platform is operated via Shopify Inc. (150 Elgin Street, Ottawa, Ontario, K2P 1L4, Canada). Shopify processes orders and payments on our behalf as a data processor.
3. Products and Descriptions
All products listed on our website are authentic, handcrafted Murano glass artworks created by master artisans on the island of Murano, Venice.
We make every effort to ensure that product descriptions, photographs and dimensions are accurate. However, due to the handmade nature of our products, minor variations in colour, form and dimension are inherent and are not considered defects.
Each piece is a unique, unrepeatable creation. Photographs are representative of the artwork and its quality, but the exact piece received may differ slightly in colour tones and dimensions from those shown.
4. Placing an Order
To place an order, add the desired item(s) to your cart and proceed through checkout. You must provide accurate and complete information at checkout, including a valid delivery address and payment details.
By clicking "Complete Order" (or equivalent), you are making a binding offer to purchase the selected item(s) at the stated price, subject to these Terms.
We reserve the right to refuse or cancel any order, including in cases of pricing errors, suspected fraud, or unavailability of the item.
5. Order Confirmation and Contract Formation
After placing your order, you will receive an automatic order confirmation email. This email is an acknowledgement of receipt only and does not constitute acceptance of your offer.
A binding contract of sale is formed when we send you a dispatch confirmation email confirming that your order has been shipped.
If we are unable to fulfil your order for any reason, we will notify you and issue a full refund to your original payment method.
6. Pricing and Payment
All prices are displayed in Euros (EUR) and include Italian VAT (22%) where applicable. Prices are correct at the time of publication. We reserve the right to correct pricing errors.
We accept payment via credit card (Visa, Mastercard, American Express), PayPal, Apple Pay and other payment methods available at checkout.
Payment is processed securely by Shopify Payments and our other payment partners. We do not store your full card details on our servers.
For orders delivered outside the European Union, import duties, local taxes and customs fees may apply. These are the responsibility of the recipient and are not included in our prices.
7. Shipping and Delivery
All orders are dispatched from Murano, Venice, Italy. We ship worldwide via specialist art logistics partners. Every shipment is fully insured for its full retail value.
Estimated delivery times: Italy 2–4 business days; European Union 4–7 business days; United Kingdom and USA 6–10 business days; Rest of World 8–14 business days.
Delivery times are estimates and may be affected by customs clearance, local carrier operations, and circumstances beyond our control. For full details, please see our Shipping & Delivery page.
8. Risk and Title
Risk of loss or damage passes to you at the moment of delivery to the address specified in your order. All shipments are fully insured for their retail value during transit — if damage occurs before delivery, we manage the claim on your behalf.
Title (ownership) of goods passes to you only upon receipt of full payment. Until payment is received and confirmed, the goods remain our property.
9. Returns and Right of Withdrawal
Under EU Directive 2011/83/EU and Italian consumer law, you have the right to withdraw from your purchase within 14 days of delivery, without giving any reason, provided the item is unused, undamaged, and returned in its original packaging with all documentation.
Custom-made, personalised and commissioned artworks are excluded from the right of withdrawal under Article 59(1)(c) of EU Directive 2011/83/EU.
To initiate a return, contact us at info@venetianmuranoglass.com within the 14-day window. Do not ship any return without prior written authorisation from us. For full return instructions, see our Returns & Exchanges page.
10. Refunds
Once we receive and inspect a returned item and confirm it meets our return conditions, we will process your refund within 7–14 business days to your original payment method.
We reserve the right to deduct handling costs for items returned in less than their original condition.
Original outward shipping costs are non-refundable unless the item is faulty or was incorrectly described.
11. Product Warranty
All products sold by Venetian Murano Glass are covered by a 2-year legal conformity guarantee under EU Directive 2019/771/EU, as implemented in Italian law.
Under this guarantee, products must conform to their description, be fit for purpose, and be free from defects at the time of delivery. If a defect becomes apparent within 12 months of delivery, it is presumed to have existed at the time of sale unless we can prove otherwise.
This warranty does not cover damage caused by normal wear and tear, accidental damage, mishandling, or failure to follow our care instructions.
To exercise your warranty rights, contact us at info@venetianmuranoglass.com with photographs and a description of the defect.
12. Damaged or Incorrect Items
If your order arrives damaged or you receive an incorrect item, you must notify us within 24 hours of delivery by email to info@venetianmuranoglass.com, including photographs of the damage and all packaging.
Please do not dispose of any packaging until the claim is fully resolved — retention of original packaging materials is required for insurance claims.
We will arrange either a replacement or a full refund at no cost to you.
13. Custom and Personalised Artworks
Custom commissions and personalised artworks are created exclusively to your specifications and are therefore non-returnable and non-refundable, except in the event of a manufacturing defect or damage in transit.
A custom commission is confirmed only upon receipt of a signed commission agreement and deposit payment (typically 50% of the total price). The balance is due before dispatch.
Lead times for custom work vary by complexity — typically 4–12 weeks from approval. You will receive regular updates during the production process.
14. Authenticity and Certificates
Every artwork sold by Venetian Murano Glass is accompanied by a Certificate of Authenticity signed by the master artisan who created it. The certificate documents the artisan's name and registration number, the glassmaking technique used, the date of creation, and the piece's unique archive reference number.
This certificate is an integral part of the artwork's value and provenance. Please keep it in a safe place alongside any original packaging and purchase documentation.
The Certificate of Authenticity does not constitute a valuation. For professional valuation, insurance or resale purposes, we recommend obtaining an independent specialist appraisal.
15. Intellectual Property
All content on this website — including text, images, photographs, logos, product descriptions, design, and source code — is the intellectual property of Venetian Murano Glass or its licensors and is protected by Italian and international copyright law.
You may not reproduce, copy, distribute, republish, download, display, post or transmit any part of the content of this website without our prior written permission, except for personal, non-commercial use.
The artworks themselves remain the intellectual creation of the master artisan. Purchase of an artwork confers ownership of the physical piece only — reproduction rights are not transferred.
16. Limitation of Liability
To the fullest extent permitted by applicable law, our total liability to you for any claim arising from your use of our website or purchase of our products shall not exceed the price paid for the item(s) in question.
We shall not be liable for any indirect, consequential, special or incidental losses, including loss of profit, loss of revenue, or loss of data.
Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any liability that cannot be excluded or limited by law.
17. Prohibited Uses
When using our website, you must not:
- Violate any applicable law or regulation
- Use the website for fraudulent purposes or to conduct any unlawful activity
- Reproduce, duplicate, copy or resell any part of our website content without permission
- Use automated tools to scrape, crawl, or extract data from the website
- Attempt to gain unauthorised access to any part of our systems or infrastructure
- Interfere with or disrupt the integrity or performance of our website
18. User Content and Reviews
If you submit a review, comment or other content to our website, you grant us a non-exclusive, royalty-free, worldwide licence to use, display and distribute that content in connection with our business.
You are responsible for ensuring that any content you submit is accurate, lawful, and does not infringe the rights of any third party. We reserve the right to remove any content that violates these Terms or applicable law.
19. Privacy and Data Protection
We are committed to protecting your personal data. Our collection and use of your data is governed by our Privacy Policy, which forms part of these Terms.
By using our website and placing an order, you confirm that you have read and understood our Privacy Policy.
20. Changes to These Terms
We may revise these Terms from time to time to reflect changes in our business, applicable law, or regulatory requirements. The revised Terms will be published on this page with an updated date.
Continued use of our website or placement of an order after revised Terms have been published constitutes acceptance of those Terms. For significant changes, we will notify registered customers by email.
21. Governing Law and Jurisdiction
These Terms are governed by and construed in accordance with the laws of Italy, without prejudice to any mandatory consumer protection rights you may have under the law of your country of residence.
In the event of a dispute, we will attempt to resolve the matter amicably. If resolution cannot be reached, disputes shall be subject to the exclusive jurisdiction of the courts of Venice, Italy.
As a consumer resident in the EU, you retain the right to bring proceedings in the courts of your country of residence.
22. Dispute Resolution and ODR
If you are not satisfied with our handling of a complaint, you have the right to use the European Commission's Online Dispute Resolution (ODR) platform for out-of-court dispute resolution.
The ODR platform is available at: ec.europa.eu/consumers/odr
Our email address for ODR purposes is: info@venetianmuranoglass.com
We are not obliged to use any specific alternative dispute resolution body, but we are willing to engage in good-faith mediation where this can help resolve a genuine dispute efficiently.