Refund policy

AXISLAB DI MASCIA NICOLA
Registered office: Via Tuerra 28, 08047 Tertenia (NU), Italy
VAT number: IT01679940914 · Italian Business Register: REA NU - 120988
Email: info@axislab.it · Phone: +39 327 169 2179

Two kinds of product, two different rules

The law draws a line between personalised goods and catalogue goods, and the right of return follows it. Each product page says which fields can be personalised:

Personalised products — items where you give us a text, a number, a name, a CIN code, a font or a logo. They are made to your specification.
Catalogue products — items with no personalisation, where you only pick from standard options such as size, thickness, finish or symbol. At present:
- CorTen WC signs for bathrooms
- Sardinian pavoncella in CorTen

Personalised products: no right of withdrawal

These items are made to measure on your instructions. For that reason, under art. 59(1)(c) of the Italian Consumer Code, the 14-day right of withdrawal does not apply: a piece bearing the name of a villa or a CIN code cannot be put back on sale.

So please check texts, fonts, sizes and finishes carefully before completing the order. If anything is unclear, write to us before buying: we answer the same day.

Catalogue products: 14-day right of withdrawal

For items that are not personalised you have the right to withdraw within 14 days of delivery, without giving a reason (arts. 52 ff. of the Italian Consumer Code).

To exercise it, write to info@axislab.it within 14 days of delivery, giving the order number and the item. We will confirm the address to send it to. You then have 14 days to return the product, intact and in its original packaging; return postage is at your expense.

We refund the full amount paid, including the original shipping costs, within 14 days of the goods coming back, using the same payment method as the purchase. The refund may be reduced if the product is damaged or has been handled beyond what is needed to check its nature, features and working order.

Faulty or non-conforming products

This section applies to all items, personalised ones included. If the piece arrives damaged, faulty or different from what you ordered, you are entitled to a free replacement. Write to info@axislab.it attaching:

the order number;
photographs of the product and the packaging;
a short description of the problem.

Once we have looked at the report we arrange collection at our expense and make a new piece. If replacement is not possible, we refund the full amount using the same payment method as the purchase, within 14 days of the goods coming back.

The 24-month legal guarantee of conformity under arts. 128 ff. of the Italian Consumer Code remains unaffected and is not limited by the terms above.

Transport damage

Check the packaging when you take delivery. If it is visibly damaged, accept the parcel subject to written reservation on the courier's document and tell us within 48 hours: without that reservation a claim against the carrier becomes much harder.

When we get it wrong

If the mistake is ours — a text different from the one you gave us, the wrong size, the wrong finish — we remake the piece at no cost and without argument.