TERMS AND CONDITIONS OF SALE
Last updated 29/10/2024
It is important that you read carefully these Website Terms and Conditions of Sale (‘Terms and Conditions of Sale’) www.neropacomurano.com before placing an order for products through our Website (‘Product(s)’). Together with our privacy policy and our Terms and Conditions of Use, these Terms and Conditions of Sale govern your contractual relationship with us in relation to this website and your purchase of Products through this website. Should you have any questions regarding these Terms of Sale, please contact us via the contact form before proceeding. To accept these Terms of Sale, please check the ‘I accept’ box in the section Order Confirmation before placing an order (‘Order’). If you do not accept these Terms of Sale, you will not be able to place orders for Products via the www.neropacomurano.com website. These Terms and Conditions of Sale do not affect the rights recognised under the applicable mandatory provisions of law and in particular under Legislative Decree no. 206/2006 (‘Consumer Code’) and Legislative Decree no. 70/2003 (‘Electronic Commerce Code’).
About as
Neropaco S.n.c. is an Italian Law Firm registered with the Companies Register of Venice, with registered office at Fondamenta Vetrai 58, 30141, Murano (Venice), Companies’ Register number and VAT no. 04309960278 – PEC: neropaco_snc@legalmail.it You can contact Neropaco through the contact form on the relevant page or by PEC neropaco_snc@legalmail.it
As our products are all handmade, handcrafted and customised, the order will generally be dispatched within 5 working days from the date of receipt of the order.
The timeframe for processing and shipping your order may vary depending on the time it takes to create the product itself, as our products are all handmade.
These times may therefore vary due to difficulties in the creation (time required), choices made during the purchase phase, possible periods of discounts and promotions, or the momentary unavailability of one or more materials. In any case, it will be our concern to process the order in the shortest time by immediately informing the customer.
Shipping by courier has the following costs:
Shipping within Italy
– 7€ up to 1 kg, 11€ from 1 kg to 3 kg
Shipping within Italy (Calabria, Sicily and Sardinia)
– 12€ up to 1 kg, 15€ from 1 kg to 3 kg
Shipping to Europe
– 20€ up to 0.5 kg, 35€ from 0.5 up to 1 kg
Shipping to America and South America
– 32€ up to 0.5 kg, 62€ from 0.5 kg up to 1 kg
Shipping to Asia, Australia Emirates and Malta
– 40€ up to 0.5 kg, 0.5 up to 1 kg 84€
Online orders must be placed as follow:
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When you decide to make a purchase, you must click on ‘Add to cart’ to add the product to your cart. The order will be completed from the shopping cart using the ‘Proceed to purchase’ button. By default, the system provides the possibility of purchasing products without prior registration by identifying the user as a ‘Guest’. In this case, the user has the possibility to purchase a Product without registering; he/she must indicate the data required to manage the order and issue the purchase document. The difference between this user and the one who registers is that the latter will be able to use the customer area where to find order information, order status, purchase history, sales document, etc.
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It is advisable to register your personal data to access the reserved area. Registration involves entering a password protection that you are required to keep confidential, not disclosing it to third parties Neropacomurano ensures a security procedure for recovering the password for subsequent purchases in the event of forgetting it, and the password will be stored in its systems in a secure manner (encrypted). You will then be asked to enter your e-mail address. The registration address is the address to which the order confirmation and all the following documents will be sent. It is however possible to indicate a different address for delivery when finalising your order; in the event that the delivery address and the address of issue of the sales document do not coincide, www.neropacomurano.com ensures that no cost information (sales documents) will be included in the package shipped. The sales document in any case, if sent by e-mail, is always sent to the e-mail address indicated during registration/order.
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In the case of already registered users, the account is accessed by entering the registration data.
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The order is explanatory of all costs that will be charged, i.e. relating to products, accessories, any transport costs and applicable taxes. To complete the order registration, full acceptance of the Terms of Sale is required. You will then be asked to confirm the address for issuing the sales and shipping document as well as your payment details.
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Finally, having completed the collection of all the necessary information, you will be asked to verify its correctness. Should you find any kind of error, you can edit the Order and correct the errors before submitting it to www.neropacomurano.com. It is your responsibility to check the accuracy of the Order before submission. If you have any problems with the registration of your Order, please contact www.neropacomurano.com via the contact form.
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Authorisation for payment is obtained when registering the Order. In the absence of authorisation from the user’s credit institution, the order cannot be accepted and the procedure will be terminated.
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Neropacomurano will send an initial email confirming receipt of the Order, containing a summary of the conditions of sale applicable to the contract, information relating to the main characteristics of the Product as well as detailed information relating to the price, the methods of payment and withdrawal, shipping costs and any applicable taxes. The aforementioned email will be sent automatically to the user’s registration address.
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Neropacomurano will send a second email when the parcel is ready for shipment, pending collection of the parcel by the express courier. The email will include both the sales document and the information necessary to verify the status of the delivery (Tracking).
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In the event that the online order cannot be accepted by Neropacomurano for any reason whatsoever (price erroneously reported on the site, price erroneously calculated on the online order, incorrect functioning of the online promotional discount calculation rule/mechanism, unavailability of the item, etc.), one of our representatives will contact the user within 7 working days of the order. Once the customer has been informed, Neropacomurano will credit any amount already charged to the customer.
By placing an order, the user makes an offer to purchase the Product(s) at the price indicated therein, this being subject to acceptance by Neropacomurano. Prices are regularly checked; however, in the event that Neropacomurano detects variations in prices or errors in the indication of the same, it will contact the user asking for confirmation of the intention to proceed with the purchase at the actual price. In the case of confirmation of the purchase order by the user, Neropacomurano will not, however, have any obligation relating to the delivery of the Product until the second email confirming the Order is sent. If the user finds that he has made a mistake in placing the Order, he is requested to contact Neropacomurano immediately through the contact form. Please do so before Neropacomurano sends the second Order confirmation email.
The prices shown on the www.neropacomurano.com website include VAT, when applicable. Delivery charges apply to Orders below a certain amount, as specified in the procedure. All payments must be made at the same time of the ordering the Product(s), by credit card, PayPal or bank transfer. Neropacomurano will not proceed to dispatch the Product(s) before having received payment in full. Prices are subject to change at any time, but such changes will not affect Orders already confirmed in the manner described above. In the case of payment by credit card, cardholders may be subject to authentication and authorisation requests. If the credit card issuer or our service provider refuses or for any reason does not authorise or validate the payment, in such circumstances, Neropacomurano shall not be held liable for any delay or non-delivery with reference to the Products ordered. Your personal data will be processed by Neropacomurano in accordance with its privacy policy. If you buy with Paypal instalments you receive your order immediately and pay in 3 instalments. You acknowledge that the instalments will be assigned to PayPal, related parties and their assignees, and that you authorise such assignment.
Although Neropacomurano tries its best to comply with the terms indicated in the Delivery Terms section for the delivery of the Product(s) to the address indicated, it is not able to indicate an exact delivery date. In the event that the delivery of the Product(s) does not take place, for any reason whatsoever, including the unavailability, even temporary, of the Product(s), within 30 days from the placing of the Order by the user, or from another date otherwise agreed upon with the same, the user may withdraw from the Order and Neropacomurano shall refund the price and any other sums already paid by the user. In the event that the user is not at home, or at the place of delivery indicated in the order, the courier may try again to deliver the order the next day free of charge. Please also note that in the case of delivery to apartment buildings, the doorman shall be considered to all intents and purposes as the person authorised to receive the delivery. Article 63 of the Consumer Code, as amended by Legislative Decree 21/2014, provides in Paragraph 1 that: ‘In contracts which place on the trader the obligation to dispatch the goods, the risk of loss of or damage to the goods, for reasons not attributable to the seller, is transferred to the consumer only at the moment when the latter, or a third party designated by him and other than the carrier, materially takes possession of the goods’. The consumer becomes liable for the fate of the goods only at the time of their delivery. The only case in which this rule does not apply is when the carrier has been chosen by the consumer and not proposed by the professional: in this hypothesis, the passing of the risk already takes place at the time of delivery of the goods to the carrier by the seller and, therefore, if the goods are damaged or perish in transit the loss will be completely absorbed by the consumer except, of course, for the right of recourse against the shipper/carrier.
- You are required to examine the Products upon receipt to check for any defects or damage, which must be reported to Neropacomurano through the contact form or by PEC: neropaco_snc@legalmail.it. Pursuant to Article 133 of the Consumer Code, the seller is liable to the consumer for any lack of conformity existing at the time of delivery of the goods within 14 days. In the event it is found that a Product was damaged prior to delivery or defective (not due to use on your part), you may proceed with the alternative request for return procedure (a) replacement of the Product; (b) repair (if considered possible) of the Product; (c) reduction of the price; or (d) return of the Product with the relative request for reimbursement. Neropacomurano will provide for the replacement / repair (if deemed possible) / refund of all or part of the price paid, excluding any shipping costs, provided that the Product has not been worn or used and damaged. For any complaints, the customer is requested to send a communication to Customer Service through the contact form or by mail to Vetri Artistici di Murano di Andrea Cenedese & C., Fondamenta Vetrai 58, 30141 Murano (Venice) or by PEC: neropaco_snc@legalmail.it
- The customer is obliged to examine the Products upon their receipt in order to verify any defects or damages, which must be reported to Neropaco s.n.c. through the contact form or by PEC: neropaco_snc@legalmail.it.
- In the event that a Product is found to be damaged prior to delivery or to be defective (not as a result of use by you), you may proceed with the alternative request for return procedure (a) replacement of the Product; (b) repair of the Product (if possible); (c) return of the Product with the relevant request for refund.
- Neropaco s.n.c. will provide for the replacement / repair (if possible) / refund of all or part of the price paid, including any shipping costs, provided that the Product has not been worn or used and damaged.
- If you have received a faulty or incorrect item, please contact us at the e-mail address: info@neropacomurano.com, enclosing photos of the item in question, indicating the order number and all the details.
- For any complaints, the customer is kindly requested to send a communication to the Customer Service through the appropriate contact form or by e-mail to Vetri Artistici di Murano di Andrea Cenedese & C., Fondamenta Vetrai 58, 30141 Murano (Venice) or by PEC: neropaco_snc@legalmail.it
- Defective products are understood to be those products that present a conformity defect existing at the time of delivery of the goods, or that manifest themselves within and no later than two weeks from receipt and that have not been caused by incorrect use by the consumer.
In the event of force majeure, the execution of the order by the Seller shall be suspended in full right. Cases of force majeure, in addition to those established in case law, are those unforeseeable circumstances beyond the control of the parties that prevent the execution of the order in whole or in part, i.e. strikes, blockage of means of transport and the road network, adverse weather conditions, despite the fact that a state of emergency has not been declared by the competent authority, supply difficulties governmental or legislative measures, natural causes such as fires, floods, earthquakes, accidents and explosions, malfunctions or failures related to the Internet network, electricity grids and telecommunications and transmission systems beyond the control of the Seller or that of its suppliers that render the Site unavailable, as well as the transmission of viruses and computer attacks by third parties, etc. If after 90 (ninety) days the occurrence of the event of force majeure is verified by the parties, the order will be automatically cancelled, unless otherwise agreed between the parties and the Buyer will only be entitled to the refund of any amounts already paid, being excluded any liability of the Seller for any damages or losses caused to the Buyer or to any third party for the non-execution of the same. The Seller shall not be liable if the Buyer has made incorrect use of the Site or if the Site itself contains omissions, errors or inaccurate information. The Seller shall also not be liable for the temporary interruption, unavailability or suspension of the Site’s operation due to maintenance, updates, failures or malfunctions for the period necessary to restore its regular functionality, as well as due to third parties having made illicit use of credit cards or means of payment.
Our products are made of stainless steel type 304 and 31
Neropacomurano is in no way liable for any allergies or damages caused to the wearer of its products as each individual should be aware of their own allergies or intolerances. Neropacomurano is exonerated for any possible claim for damages in this sense. The user, by purchasing our products, is fully aware of and assumes all responsibility for the use of the item and any side effects caused by allergies or intolerances or other misuse of the item.
If you are a consumer (i.e. you are not purchasing even in part for your entrepreneurial, professional, commercial or handicraft activity) you have the right, in addition to your other rights recognised under the law and these Terms of Sale, to withdraw from the contract concluded with Neropacomurano for the purchase of Products pursuant to these Terms of Sale, in accordance with the provisions of Article 52 et seq. of the Consumer Code (except for customised Products or other Products for which non-returnability is expressly specified) and to be refunded any sums already paid.
If you intend to withdraw, you must notify Neropacomurano in writing through the contact form or by registered letter with return receipt to Vetri Artistici di Murano di Andrea Cenedese & C., Fondamenta Vetrai 58, 30141 Murano (Venice) or by PEC: neropaco_snc@legalmail.it.
If you choose to withdraw, you must return the Products at your own care and expense and at your own responsibility and risk, unless Neropacomurano decides to pay the shipping costs, but in any case the customer remains responsible for the delivery of the product to the courier until the return is collected. In that case, please ensure that the Products are adequately insured during the return. You should ensure that you take reasonable measures for the safekeeping of the Products. Details on how to exercise the right of withdrawal are provided with the note accompanying the Product.
Items must be in perfect condition and with labels intact.
All refunds will be made as quickly as possible and in any event within 14 (fourteen) days:
- by the email from Neropacomurano confirming the cancellation of your Order (in the event that the Products have not been delivered to the address indicated within 30 days following the Order);
- upon receipt by Neropacomurano of the returned Products.
In the event that the payment of the Products is made by bank transfer, refunds will be made by re-crediting the payment on the current account on which the charge was originally made after requesting the IBAN code and credentials necessary to proceed with the transfer. - If you can, use the original packaging, including the jewellery, the packaging and a copy of the purchase document. Always be sure to enclose the form you received by email with the package.
- Send the parcel to the address: Vetri Artistici di Murano di Andrea Cenedese & C., Fondamenta Vetrai 58, 30141 Murano (Venice).
In the manner indicated above shall entail reimbursement of the amount paid for the product purchased but not the shipping and delivery charges.
For online purchases, delivered to the shop, there is provision for the return and replacement of the article with another one that is identical or of equal value. The sales staff will check the contents of the order and the product you wish to return and will send it back to the shop for the appropriate technical checks, informing you what you have declared: return due to defect or not liked.
If you wish to purchase a new item in the shop before receiving your refund, you will be free to do so, but this will be a new purchase in the shop that is no longer linked to your online purchase; since it is a new transaction, you will therefore have to pay the full amount for the new piece of jewellery.
It is possible to return orders (or only part of them) by sending a communication within 7 days from the date of receipt, only the cost of transport remains the customer’s responsibility.
The return communication must be requested via our Customer Service email: info@neropacomurano.com
Following acceptance of the return, you may proceed with an exchange of an article of equal value (shipping costs remain the responsibility of the customer) or a refund of the amount spent on the returned articles.
The return must be received at the following address:
Neropaco s.n.c. di Cenedese Andrea & C.
Fondamenta Vetrai 58
30141 Murano (Venice), IT
The right of withdrawal is subject to the following mandatory conditions:
1. The purchased goods must be intact and returned in the original packaging, complete in all its parts.
2. Used products that show signs of wear or dirt and can therefore no longer be considered intact will not be accepted. Used jewellery cannot be returned under any circumstances due to potential hygiene risks.
3. Shipment, up to the certificate of receipt in our shop, is the full responsibility of the customer.
4. In the event of damage to the goods during transport organised by the customer, Neropaco s.n.c., shall inform the Customer of what has happened (within 10 working days from receipt of the goods in its shop), to enable him/her to file a timely complaint against the carrier chosen by him/her and to obtain reimbursement of the value of the goods (if insured);
5. The Customer loses the right of withdrawal, for lack of the essential condition of integrity of the goods (packaging and/or its content), in cases where Neropaco s.n.c. ascertains
– The lack of the external packaging and/or the original internal content;
– The absence of elements and/or anomalies in the product itself;
– The use of the product, which has compromised its integrity.