Returns, withdrawal and guarantee

Every Ordito.art product is woven to order from the image you upload and the choices you make in the editor: it is a unique piece, made to your specifications, which cannot be resold to anyone else. For this reason, under Article 59(1)(c) of the Italian Consumer Code (Legislative Decree 206/2005, implementing Article 16(c) of Directive 2011/83/EU), the 14-day right of withdrawal for distance purchases does not apply to personalised products.

Before payment we ask you to explicitly confirm that you understand this exclusion; your confirmation is recorded with the order and repeated in the confirmation email. Before paying, please check the preview, size, orientation, quantity and delivery address carefully.

Ordito.art only sells personalised products. The services you can add to your order (for example rush production, file review or gift wrapping) can only be bought together with a personalised product and cannot be ordered on their own.

If you notice a mistake right after ordering, write to us as soon as possible at ordini@ordito.art: if weaving has not started yet we will try to correct or cancel the order, but we cannot guarantee it.

There is no refund if the parcel is not collected and comes back to us either: you can ask us for a new shipment at your expense, as explained on the Shipping page.

The exclusion of withdrawal does not reduce your rights if the product is defective. As a consumer you are protected by the legal guarantee of conformity under Articles 128 and following of the Italian Consumer Code:

• the Seller is liable for any lack of conformity that becomes apparent within 2 years of delivery;
• defects that become apparent within one year of delivery are presumed to have existed at delivery, unless proven otherwise;
• you must notify us of the defect within 2 months of discovering it;
• legal action to enforce the guarantee is time-barred 26 months after delivery.

Lack of conformity includes, for example: weaving faults (missing or broken yarns, tears, obvious weave defects), dimensions differing from those ordered beyond the normal fabric tolerances stated on the product page, a subject or product different from the one ordered, damage present on delivery.

The following are not a lack of conformity, because they are characteristics of the product described before purchase: differences in tone, contrast, saturation and detail compared with the digital preview, caused by translating the image into a limited number of coloured yarns; differences caused by the quality of the uploaded image (low resolution, blur, compression), which the editor flags; damage caused by washing or use not in line with the care instructions.

Write to ordini@ordito.art with your order number, a short description of the problem and a few photos of the defect and of the whole product. We normally reply within 2 working days.

If the defect is confirmed you may choose between a replacement (remake) and, where possible, a repair, free of charge, unless the remedy you choose is impossible or disproportionately costly compared with the other. If neither is possible, or it is not carried out within a reasonable time, you are entitled to a price reduction or to terminate the contract and receive a refund. The cost of returning the defective product is borne by us.

If the parcel arrives damaged, please photograph the packaging and contents and write to us, ideally within 48 hours of delivery, keeping the packaging: it helps us open a claim with the carrier straight away. Reporting later does not affect your guarantee rights.

Refunds are made through our payment provider (Stripe) to the payment method used for the order and normally appear within 5 to 10 working days, depending on your bank. If an invoice was issued for the order, you will receive the corresponding credit note.

For purchases made by businesses or professionals in the course of their trade, the right of withdrawal and the Consumer Code guarantee do not apply; the warranty against defects of the Italian Civil Code applies (Articles 1490 and following), with notice due within 8 days of discovery and a limitation period of one year from delivery.