Terms & conditions

GENERAL TERMS AND CONDITIONS OF SALE FOR PRODUCTS AVAILABLE ON WWW.SCHIAVONGLASS.COM AND ORDERED VIA THE WEBSITE OR THROUGH ELECTRONIC COMMUNICATION (DISTANCE SELLING)

VERSION DATED 01/05/2021

Dear Customer,

Welcome to www.schiavonglass.com, the Online Gallery for your precious purchases.

The company VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l., always attentive to meeting the expectations of its customers, has decided to establish a distance selling network for some of its products through its website www.schiavonglass.com, alongside its direct and exclusive sales point, FRANCO SCHIAVON GALLERY, located in Murano-Venice, Fondamenta dei Vetrai No. 15.

1. General Terms and Conditions of Sale

These General Terms and Conditions of Sale (“General Terms and Conditions”) define the terms and conditions of sale between VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. (“the Seller”), owner of the website www.schiavonglass.com (“the Website”), and the registered user of the Website acting for personal and non-professional purposes (“Customer”) who intends to purchase the products offered by VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. in the restricted-access section of the Website (“Products”).

These terms govern purchases made on www.schiavonglass.com in accordance with the provisions of Part III, Chapter I, of the Consumer Code (Legislative Decree No. 206/2005), as amended by Legislative Decree No. 21/2014, and by Legislative Decree No. 70/2003 on electronic commerce.

The products sold on www.schiavonglass.com are offered by:

“Seller”: VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l.
VAT and Tax Code: 00381560275
Registered office: Fondamenta dei Vetrai 15 – 30141 Murano Venezia, Italy
Registered with the Venice Chamber of Commerce

For any information regarding product sales on www.schiavonglass.com, you may contact us via:

Email: info@schiavonglass.com
Telephone: (+39) 041 736594 – (+39) 041 739171
WhatsApp message: (+39) 331 3143265

“Customer”: The Customer is a consumer who is at least 18 years old and resides in a country where online sales via the Website are enabled.

These General Terms and Conditions may be amended at any time. The version of the General Terms and Conditions published at the time the contract is concluded shall apply between the Parties.
VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. shall not be bound by any conditions sent by the Customer or that differ from these terms. Product prices, availability, and features on the Website may change without prior notice.

The Customer’s acceptance of these Terms is essential for completing the purchase process. Before purchasing products by placing an order, Customers must carefully read these General Terms and Conditions and the Right of Withdrawal Policy, as well as print or save a copy for future reference.

These conditions may be subject to change, and the date of publication on www.schiavonglass.com shall be considered the effective date.

2. Prohibited Uses

2.1 Misuse of this website is prohibited. It is strictly forbidden to: commit or encourage any criminal offense; transmit or distribute viruses, trojans, worms, logic bombs, or any other material that is malicious, harmful, or breaches privacy; disrupt any aspect of the Services; alter data; cause distress to other users; infringe on any property rights; send unsolicited promotional material (“spam”); or attempt to impair the performance or functionality of the Website or any accessible system.

Violating these provisions may constitute a criminal offense under the Italian Penal Code. VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. will report such violations to the relevant authorities and disclose the identity of those involved.

2.2 We are not responsible for any loss or damage caused by a denial-of-service attack, virus, or other technologically harmful material that may affect computers, software, data, or other proprietary materials due to the use of this website or the download of any material published on it, except in cases of willful misconduct or gross negligence attributable to VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l.

3. Intellectual Property, Software, and Content

3.1 The intellectual property rights in all software and content made available through this website remain the property of VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. and are protected by copyright laws and international treaties. All such rights are reserved by VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. Customers may store, print, and view content only for personal use. Any publication, modification, distribution, or reproduction of this content, in any format, is prohibited.

3.2 It is not permitted to modify, translate, decompile, disassemble, or create derivative works based on any software or related documentation provided by VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. No license or authorization is granted for the use of any trademark.

4. Conclusion and Execution of the Contract – Product Unavailability

4.1 To make a purchase, the Customer must register on the Website, log into the reserved area using their credentials, select the desired Product, and add it to the “Cart”, where the Product details, price, applicable VAT, shipping costs, and estimated delivery times will be displayed.

Submitting the order requires entering shipping and payment details in the appropriate section. These details may be modified until the “Purchase” button is selected. Payment may be made by Credit Card, PayPal, Stripe, or Bank Transfer.

By placing the order, the Customer expressly agrees that VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. may use email, phone, and address for contract execution.

A confirmation email, including the order and applicable Terms, will be sent to the Customer. The order and Terms are electronically stored and available upon request via email at: customerservice@schiavonglass.com

4.2 The sales contract is deemed concluded when VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. receives the payment.

The Seller may reject orders if solvency is uncertain, if they are incomplete/incorrect, or if products are unavailable. In such cases, the contract will not be concluded, and the Customer will be notified.

4.3 If a Product is unavailable, VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. will inform the Customer within 20 days of receiving the order and reserves the right to cancel the contract, refunding the Customer in full without any additional charges.

4.4 The Customer must review and confirm order details before finalizing the purchase.

4.5 The contract language is Italian.

5. Payment Methods

5.1 At the time of purchase, payment must be made exclusively in Euros for the total amount of the product(s). Orders will be processed once the necessary funds have been cleared.

5.2 Customers can make payments only through one of the following methods: Credit Card, PayPal, Stripe, or bank transfer. Under no circumstances will any additional charges exceed the actual costs incurred by the Seller for the chosen payment method.

5.3 For credit card payments, financial information will be encrypted and transmitted to banks that provide remote electronic payment services, ensuring no third parties can access them. These details will only be used by the Seller to complete the purchase process and issue refunds, if necessary, in cases of product returns due to the right of withdrawal or to prevent and report fraud to law enforcement authorities.

5.4 VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. assumes no liability for any fraudulent or unlawful use of credit cards or other payment methods by third parties when purchasing products, provided that it has taken all possible precautions based on current best practices and due diligence.

6. Prices, Availability, and Warranties

6.1 VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. strives to ensure that all details, descriptions, and prices displayed on www.schiavonglass.com are accurate. However, errors may occur. If a product is listed at an incorrect price due to typographical or system errors, the order may be refused or canceled. The Customer will be informed as soon as possible and given the option to confirm the order at the correct price or cancel it. If the Customer cannot be reached, the order will be considered canceled. If the Customer cancels the order after the payment has been processed, a full refund, including any applicable delivery charges, will be issued.

6.2 All products offered for sale on www.schiavonglass.com are subject to availability and may be withdrawn at any time. If a product becomes unavailable after an order has been placed, no charges will be applied, or a full refund will be issued if the payment has already been made. However, the Seller will not be responsible for any additional losses the Customer may incur due to the unavailability of the product.

6.3 The selling price includes VAT. Delivery costs will be added separately and will be clearly indicated where applicable, as part of the “total cost.”

6.4 All products available for sale on www.schiavonglass.com are crafted from glass using techniques mastered by Venetian glass artisans. Each piece is either handmade by the Seller or sourced from selected manufacturers known for their quality, craftsmanship, and exclusive design.

6.5 The essential characteristics of the products are presented in the product descriptions on www.schiavonglass.com. However, images and colors may not fully match reality due to browser or monitor settings. Since all products are entirely handcrafted, minor differences in color, shape, size, weight, and decoration may occur between different production batches. Even slight variations in glass fusion temperature and ambient conditions can lead to noticeable differences in the final product. Nevertheless, VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. is committed to maintaining the highest possible standards of quality.

6.6 All listed prices on www.schiavonglass.com are expressed in Euros. The unit price, total price, and total amount including VAT are shown for selected products in the “Cart.”

6.7 Prices listed on www.schiavonglass.com include VAT for EU customers. For non-EU customers, a TAX-FREE service is available, allowing partial VAT refunds for unused purchases over €155. The issuance of a Tax-Free invoice requires the customer to present a copy of their passport as proof of non-EU residency.

6.8 Each product sold on www.schiavonglass.com comes with a certificate of authenticity, confirming its craftsmanship in Murano glass and/or its Italian origin.

6.9 For deliveries to non-EU countries, import duties and customs fees are the responsibility of the recipient. Customers are encouraged to contact their local customs authorities in advance to verify costs and any import restrictions.

For deliveries to Russia, Kazakhstan, and Belarus, the Seller reserves the right to ship using carriers experienced in customs procedures, delivery, and applicable duties in those countries. A custom shipping quote will be provided for these destinations.

6.10 Damage incurred during transport is covered by insurance, provided that the Customer submits photographic evidence (4-5 photos showing the product and packaging from different angles) within 48 hours of receiving the package. The images must be sent via email to: customerservice@schiavonglass.com.

7. Product Delivery

7.1 VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. will deliver the product to the Customer within the timeframe indicated on the website and specified in the order confirmation, at the address provided by the Customer.

7.2 Shipping and delivery will follow the methods and timelines specified in the order confirmation. If not specified in the contract, shipping will take place within 30 (thirty) business days from the date of order placement, unless the nature of the product requires a longer processing time.

7.3 The product will be delivered to the address provided by the Customer, who is responsible for receiving it and facilitating delivery. If the Customer refuses delivery without a justified reason, VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. reserves the right to terminate the contract and seek compensation for damages, including shipping and storage costs.

7.4 Upon delivery, the Customer must check the integrity, quantity, and type of products received, ensuring they match the order and contract specifications. If any visible damage, defects, or discrepancies are noticed, the Customer must immediately inform the courier by noting on the delivery slip: “accepted with reservation – goods unchecked, subject to further verification.”

7.5 The Seller guarantees the integrity of the product until it is received by the Customer. If the Customer receives a damaged product, they must retain the damaged item and all packaging materials for inspection by the insurance company. Additionally, within 48 hours of delivery, the Customer must take 4-5 photographs of the product and packaging from different angles and email them to both the shipping carrier and the Seller at customerservice@schiavonglass.com.

In case of product damage during shipment, the Seller commits to replacing the product with an identical or similar one as soon as possible.

7.6 Shipping Damages and Losses

Without prejudice to other provisions set forth in these general terms and conditions of sale, VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. will repair or replace free of charge any product that has been damaged or lost during shipment by its designated carrier, provided that:

The Customer has reported in writing (with supporting photographic documentation) the damage or loss within 48 hours of the delivery date, in order to allow VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. to take advantage of the remedies provided under the carrier’s shipping conditions;
The Customer provides the Seller (in the case of a damaged product) with the receipt or other document related to the product in question, along with the product itself, the original packaging, and all accessories, tags, documentation, and original packing materials associated with it.

7.7 – Shipping Restrictions

Shipments cannot be made to P.O. Boxes, hotels, or military addresses.
Our shipping partners require a physical address, which must be provided along with a telephone number.

7.8 – Shipment Tracking

All shipments include a tracking number, which will be sent to the Customer via email when the product(s) are handed over to the carrier.

The tracking number allows the Customer to easily check and monitor the shipping status independently through the courier’s tracking system.

Upon delivery, the assigned carrier will have a waybill (shipping document) containing the shipment details.
The Customer (recipient) is required to sign the waybill, clearly writing their name, surname, date, and time of delivery in block letters, thereby confirming receipt of the shipment.

7.9 – Proof of Delivery (POD)

The signed Proof of Delivery (POD) retained by the courier confirms that the goods have been delivered.

If the signature is missing or falsified on the Proof of Delivery (POD), the Customer will not be entitled to any refund or replacement of the product(s).

The section of the waybill signed by the recipient and kept by the courier will serve as official proof of delivery and will be stored for one (1) year at the destination branch.

8. Price and Payment

8.1 The final price includes VAT. Delivery costs are included for domestic shipments (excluding islands) for all products valued at over €1,000.

The Customer is required to make payment to VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. using the payment methods available on the Website. The delivery of products will only take place after payment has been successfully completed.

9. Delivery Times

9.1 The delivery times indicated on the website www.schiavonglass.com are purely indicative. Any delay beyond these estimated times or deliveries made in multiple shipments do not entitle the Customer to refuse the delivery or to request compensation or indemnity.

9.2 If the products offered for sale are no longer available or not in stock at the time of access to the website or at the time the order is placed, the Seller will promptly notify the Customer within a maximum of twenty days of the product’s unavailability. If an order has been submitted and payment has already been made, the Seller will refund the amount paid, and the contract will be considered terminated.

9.3 By placing an order, the Customer unconditionally accepts and agrees to comply with these General Terms and Conditions of Sale. Additionally, by submitting the order, the Customer confirms that they are aware of and accept the General Terms and Conditions of Sale as well as the additional information contained on www.schiavonglass.com, including the Privacy Policy.

Upon completion of the contract, the Seller will send the Customer an order confirmation email containing the General Terms and Conditions of Sale.

9.4 Products purchased on www.schiavonglass.com are intended exclusively for the country where the Customer places the order. If the Customer transfers the product to another country, they assume full responsibility for compliance with applicable export and import regulations.

10. Other Customer Obligations

10.1 The Customer is responsible for maintaining the confidentiality of their account and password and for restricting access to their computer. The Customer agrees to take responsibility for all activities that occur under their account or password. By placing an order, the Customer warrants that they are over 18 years old, provides accurate, truthful, and complete information, and declares they have the authority to place the order. VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. reserves the right to refuse service, close accounts, remove or modify content, or cancel orders at its sole discretion.

10.2 The Customer is responsible for ensuring the accuracy of the data provided during the order process. The Customer agrees to promptly inform VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. of any changes to their personal information by sending an email to: customerservice@schiavonglass.com.

11. Warranty and Limitation of Liability

11.1 For Customers classified as “consumers,” the provisions of the Italian Consumer Code (Legislative Decree No. 206 of September 6, 2005) regarding consumer goods apply.

Except for the non-waivable limitations provided by law, VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. does not offer any warranties or guarantees of conformity beyond what is expressly stated on the Website, including compliance with technical requirements, quality standards, or any specific purposes.

11.2 Except in cases of willful misconduct or gross negligence, VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. shall not be liable to the Customer for:

Any damages or losses caused by the products (or their use by the Customer), without prejudice to the application of non-waivable legal provisions on manufacturer liability;
Any damages not caused by a breach of duty by VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l.;
Loss of business or commercial opportunities not caused by a breach of duty by VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l.

No provision in these General Terms and Conditions of Sale shall limit liability in cases of death or personal injury to the Customer caused by negligence on the part of VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l.

12. Customer’s Right of Withdrawal

12.1 The Right of Withdrawal applies only to consumers, meaning natural persons acting for purposes not related to their professional, commercial, or entrepreneurial activity. Therefore, purchases made by resellers and companies are excluded from the right of withdrawal.

Pursuant to Articles 52 and 55 of the Consumer Code, a Customer who qualifies as a “consumer” under the Consumer Code has the right to withdraw from the Contract at their discretion, without any penalty and without specifying the reason, within 14 (fourteen) days from the date of delivery of the Products.

12.2 The consumer Customer may exercise this right by following the specific procedure available in the reserved area of the Website and following the relevant instructions or by using the withdrawal form (in compliance with the standard form under Article 49, paragraph 4, of the Consumer Code) available on the Website. The explicit withdrawal declaration must be sent via email with the subject line:
“Return or Damage – Customer Code No. …. – Order Code No. … – Product Code or Name to be returned,” including the order number and date. The email must be sent to: customerservice@schiavonglass.com.

The burden of proving the correct and timely exercise of the right of withdrawal in accordance with this article lies with the consumer. The Customer is also responsible for the timely return of the goods.

12.3 If the right of withdrawal is exercised, the Products must be returned to the headquarters of VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l., Fondamenta dei Vetrai 15 – 30141 Murano Venezia, complete with all accessories, documentation, and in their original packaging, which must remain as intact as possible. Returned products must not have been used, washed, or damaged by the Customer.

The Right of Withdrawal cannot be exercised for products for which the buyer requested engraving or personalized decoration at the time of order. It also cannot be exercised for commissioned works.

12.4 The costs for returning the Products are the sole responsibility of the Customer, as well as the risk of the Products until they are received by VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. The Customer is also responsible for shipping costs and any import duties (taxes and customs fees) for Products returned from non-EU countries.

Within 14 (fourteen) days after receiving the returned Products, VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. will refund the purchase price to the Customer, net of the above-mentioned return costs.

12.5 Unless otherwise agreed between the parties, the Customer cannot exercise the right of withdrawal in the following cases:

The supply of goods made to order or clearly personalized, or which by their nature cannot be returned or are liable to deteriorate and/or alter rapidly;
In all other cases provided by law, particularly those listed in Article 59 of the Consumer Code.

The right of withdrawal is also excluded if the Product has been handled in a way other than what is strictly necessary to establish its nature, characteristics, and functioning.

12.6 VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. must receive the returned Product(s) before issuing any refund. The refund process will be initiated only after verifying compliance with the conditions outlined in sections 12.1, 12.2, 12.3, 12.4, and 12.5. If the conditions and deadlines for exercising the right of withdrawal are not met, the Customer will not be entitled to a refund.

12.7 After receiving the returned Product(s), VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. will conduct the necessary checks to confirm compliance with the stated return conditions.

If the verification is successful, the Seller will send the Customer a confirmation email accepting the returned products.
If the verification is not successful, the Seller will notify the Customer via email of a reduction in the refund amount due to the diminished value of the returned products, resulting from the Customer’s failure to comply with the conditions outlined in sections 12.1-12.5.

Within 14 days of receiving the email indicating the deduction from the refund, the Customer may choose to have the returned Product(s) sent back to them at their own expense by notifying the Seller according to the instructions provided. If the Customer does not request the return of the product, the Seller may retain the Product(s) and deduct the corresponding amount from the refund.

12.8 If the returned item is damaged during transport, VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. will notify the Customer of the incident (within three business days of receiving the item at its warehouse), allowing the Customer to file a claim with the chosen carrier and obtain reimbursement for the item’s value (if insured). In such cases, the returned product will be made available to the Customer for retrieval, and the withdrawal request will be canceled.

VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. is not responsible for damages, theft, or loss of returned items shipped without insurance. Upon arrival at the warehouse, the product will be examined to assess any damages or alterations not caused by transportation.

If the original packaging or packing materials are damaged, VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. will deduct up to 10% of the refund amount as a contribution to the cost of restoring the packaging.

The refund, whether full or partial, will be processed as soon as possible. The Seller will issue the refund using the same payment method used by the Customer for the original purchase, unless otherwise agreed between the parties.

13. Communications

For the purposes of the Contract, written form includes any communication made through electronic means that allows for a durable record of its content (such as emails and HTML pages).

Any information can be requested by contacting VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. via email at: customerservice@schiavonglass.com.

14. Contract Storage

14.1 The Contract and related order documents are stored, maintained, and archived by VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. at its headquarters, for the necessary compliance in executing the Contract, as well as for legal obligations and requirements, in accordance with EU Regulation 2016/679 of April 27, 2016.

The Customer may request access to and review these documents by submitting a written request to VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l., Fondamenta dei Vetrai 15 – 30141 Murano Venezia, at least seven (7) business days in advance via registered mail with return receipt. The Customer may also request a copy of the Contract in electronic and/or paper format, subject to payment of the reproduction and support costs.

In any case, the Customer is required to store, maintain, and archive both an electronic and a paper copy of the Contract.

15. Amendments

VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. reserves the right to modify, remove, or change the services and/or any page of this website at its sole and absolute discretion, at any time and without prior notice.

The General Terms and Conditions of Sale may be updated periodically to reflect regulatory changes. The new General Terms and Conditions of Sale will become effective from the date of publication on www.schiavonglass.com.

16. Personal Data Processing

The processing of personal data provided by the Customer will be carried out in compliance with Article 13 of EU Regulation 2016/679 of April 27, 2016, as well as its subsequent amendments and integrations.

For this purpose, VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. provides the Customer with a dedicated privacy policy, which is always available on the Website and included in the order confirmation.

17. Governing Law and Jurisdiction

These General Terms and Conditions of Sale and the related Sales Contract concluded between VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. and the Customer are governed by Italian law, particularly Legislative Decree No. 70/2003 on e-commerce, and, for consumer Customers as defined in Article 1, Legislative Decree No. 206/2005 (Consumer Code).

All disputes arising from this Contract will be referred to the Venice Chamber of Commerce and resolved according to its conciliation regulations.

If the parties choose to bring the dispute before the ordinary judicial authority:

In disputes involving a non-consumer party, the exclusive competent court will be the Court of Venice.
In disputes involving a consumer, the competent court will be determined according to applicable laws.

18. Online Dispute Resolution (ODR) for Consumers

Consumers residing in Europe should be aware that the European Commission has established an online platform that provides an alternative dispute resolution tool. This tool can be used by European consumers to settle disputes out of court related to or arising from online sales contracts for goods and services.

Therefore, European consumers may use this platform to resolve any disputes arising from the online contract entered into with VETRERIA SCHIAVON FRANCO – Palazzo del Vetro S.r.l. The platform is available at the following link: http://ec.europa.eu/consumers/odr/.