Refund policy
Returns, refunds and right of withdrawal policy
Last updated: 20 October 2026
In short
- You have 14 days from delivery to withdraw from your purchase of catalogue products, without giving any reason.
- You can withdraw from your customer account ("Request a return" button), by email at info@trizioeditore.it or on WhatsApp at +39 352 049 2129.
- Return shipping costs are paid by the customer; the artwork must be returned intact and well protected.
- We refund you within 14 days, using the same payment method you used.
- Made-to-measure or personalised artworks cannot be returned (sizes, frames or formats requested by you, dedications, names, dates).
- If your artwork arrives damaged or not as ordered, we repair it, replace it or refund you, at no cost to you.
1. Scope and definitions
This "Returns, refunds and right of withdrawal policy" (the "Policy") governs the rights and obligations between Art Consulting Srls, with registered office at Via Fieschi 2, 16121 Genoa (GE), Italy, as seller and operator of the website www.trizioeditore.it (the "Seller"), and the consumer customer (the "Customer" or "Consumer") in relation to purchases made through the website (the "Site").
This Policy is drawn up in accordance with Italian Legislative Decree no. 206 of 6 September 2005 (the "Consumer Code"), as subsequently amended, which implements, among others, Directive 2011/83/EU on consumer rights and the European rules on distance contracts and e-commerce.
Unless otherwise stated, the following provisions apply to Customers who qualify as consumers under the Consumer Code, i.e. natural persons acting for purposes outside any business, commercial, craft or professional activity they may carry out. For purchases made by persons other than consumers (business customers or companies with a VAT number), the right of withdrawal does not apply, unless otherwise expressly agreed in writing with the Seller.
2. Right of withdrawal for distance purchases
The Consumer has the right to withdraw from the purchase contract, without giving any reason and without penalty, within 14 (fourteen) calendar days.
The withdrawal period starts on the day on which the Consumer, or a third party other than the carrier designated by the Consumer, takes physical possession of the goods. Where several products ordered in a single order are delivered separately, the period starts on the day on which the Consumer takes physical possession of the last item.
If the Seller has not provided the Consumer with the mandatory information on the right of withdrawal in the manner and within the time required by the Consumer Code, the withdrawal period is extended in accordance with Article 53 of the Consumer Code, by up to 12 (twelve) additional months from the end of the initial period.
3. Exceptions to the right of withdrawal
Pursuant to Article 59 of the Consumer Code, the right of withdrawal does not apply, among other cases, to the supply of goods made to the consumer's specifications or clearly personalised. On this Site, the right of withdrawal is therefore excluded, by way of example and without limitation, for:
- art prints made at the Customer's specific request in sizes, combinations or versions not available in the catalogue;
- artworks with a frame different from the catalogue one or in special sizes, requested by the Customer also via WhatsApp, email or other contact channels;
- artworks bearing dedications, texts, names, dates or other personalisations expressly requested by the Customer;
- products modified according to the Customer's specifications so as to be clearly personalised.
For all other catalogue products, sold in non-personalised sizes and features, the right of withdrawal can be fully exercised under the terms and in the manner set out in this Policy.
4. How to exercise the right of withdrawal
To exercise the right of withdrawal, the Consumer informs the Seller of the decision to withdraw from the contract, before the end of the period set out in Article 2, by means of an unequivocal statement sent through one of the following channels:
- Online withdrawal function: from the customer account on the Site (Log in → Orders → select the order → "Request a return"), following the guided procedure. The "Request a return" button is also available on this page;
- Email: at info@trizioeditore.it;
- WhatsApp: at +39 352 049 2129.
The Consumer may use the model withdrawal form at the end of this Policy, but is not required to do so: any unequivocal statement of the decision to withdraw, indicating the order number and the Consumer's details, is sufficient.
The withdrawal is validly exercised if the communication is sent before the end of the 14 (fourteen) day period. The Seller will promptly confirm receipt of the withdrawal to the Consumer on a durable medium (for example by email).
5. Customer's obligations in case of withdrawal
After withdrawing, the Consumer returns the goods to the Seller without undue delay and in any event within 14 (fourteen) days from the date on which the Consumer communicated the decision to withdraw. The deadline is met if the Consumer sends back the goods before the 14-day period has expired.
The goods must be returned to the following address, unless otherwise communicated by the Seller:
Art Consulting Srls c/o Trizio Editore – Returns Office
Piazza Borgo Pila 40
16129 Genoa (GE) – Italy
Unless expressly stated otherwise by the Seller, the direct cost of returning the goods is borne by the Consumer.
Given the particularly delicate nature of the products (Amalfi paper, art prints, works on paper, frames with glass), we recommend returning the artwork intact, complete with all its parts and any accompanying materials (for example certificates, sheets or leaflets), preferably in its original packaging or in any case in packaging suitable to prevent folds, breakage, abrasions, moisture or other damage during transport.
6. Condition of returned goods and diminished value
The Consumer may handle the artwork as necessary to establish its nature, characteristics and functioning, as they would in a shop.
On receipt of the return, the Seller checks the condition of the returned products. Pursuant to Article 57(2) of the Consumer Code, the Consumer is liable only for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. In that case the withdrawal remains valid, but the Seller may deduct from the refund an amount proportionate to the diminished value, after informing the Consumer with reasons.
Damage occurring during transport of a return shipped with a carrier chosen by the Consumer remains the Consumer's responsibility, as set out in Article 10.
7. Refund timing and method
Without prejudice to Article 6, the Seller refunds the Consumer all payments received for the goods subject to withdrawal, including standard delivery costs (where charged), within 14 (fourteen) days from the date on which the Seller was informed of the decision to withdraw.
The Seller may withhold the refund until it has received the goods back or until the Consumer has supplied evidence of having sent them back, whichever is earlier, in accordance with Article 56 of the Consumer Code.
The refund is made using the same means of payment the Consumer used for the initial transaction, unless expressly agreed otherwise and provided that the Consumer does not incur any fees as a result of the refund.
Any supplementary costs resulting from the Consumer's choice of a type of delivery other than, and more expensive than, the standard delivery offered by the Seller (for example express, insured or premium delivery) are not refunded.
8. Defective, damaged or non-conforming products
The Consumer's right to the legal guarantee of conformity, lasting 24 (twenty-four) months from delivery, for goods that are defective or not in conformity with the sales contract under Articles 128 et seq. of the Consumer Code, remains unaffected.
If the Consumer receives products that are defective, damaged in transit or not as ordered, they are invited to contact the Seller as soon as possible, preferably within 48 (forty-eight) hours of delivery, by writing to info@trizioeditore.it or on WhatsApp at +39 352 049 2129, with a description of the problem and a few clear photos of the defect or damage and of the packaging. Prompt reporting helps us handle the claim with the courier, but does not affect the guarantee rights granted by law.
The Seller provides the Consumer with instructions for returning the defective or non-conforming product and, once the defect or non-conformity has been confirmed, offers free of charge repair where possible, replacement with an identical or equivalent item or, where this is not possible or would be disproportionately costly, a full refund of the amount paid, including delivery and return costs.
In these cases the return costs are borne by the Seller, in the manner that will be communicated to the Consumer (for example a prepaid return label or collection by the courier appointed by the Seller).
9. Returns from EU and non-EU countries
This Policy applies to sales made to Consumers resident in Italy and in other Member States of the European Union, in accordance with EU rules on distance contracts and consumer protection.
For returns from non-EU countries, the provisions on the right of withdrawal apply to the extent permitted by the law of the Consumer's country of residence and in compliance with the applicable rules of private international law, provided that:
- return costs, including any customs duties, taxes and charges related to the import or re-export of the goods, are borne by the Consumer, unless otherwise agreed in writing with the Seller;
- any delays in the delivery of returns due to customs checks or administrative formalities cannot be attributed to the Seller.
We recommend that non-EU Consumers contact us before shipping a return, at info@trizioeditore.it or on WhatsApp, to receive up-to-date instructions on the procedure and the customs documents to include.
10. Practical instructions for returns
To make the return easier and reduce the risk of damage in transit, the Consumer is invited to:
- wait for the Seller's instructions in reply to the withdrawal notice or to the report of a defect or non-conformity;
- use, where possible, the original packaging, adding suitable protective materials (rigid cardboard, corner protectors, bubble wrap, protective sleeves) to prevent folds, crushing, moisture or other damage to the Amalfi paper, prints and frames;
- place in the parcel a copy of the order confirmation and of the withdrawal notice or claim, clearly stating the order number and their contact details.
If the Consumer ships the return with a carrier of their choice and at their own expense, the risk of loss or damage during transport remains with the Consumer until delivery to the Seller at the address indicated. We recommend a tracked shipment and, for higher-value artworks, an insured one.
11. Changes to this Policy
The Seller may amend this Policy to comply with changes in the law or to make the information provided to Consumers clearer. Changes take effect from the date the new version is published on the Site and do not apply to contracts concluded before that date. We recommend saving a copy of the Policy in force at the time of each purchase.
For other questions about orders, shipping and returns, see also our Frequently asked questions.
This English text is a translation provided for convenience; in case of discrepancy, the Italian version prevails.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract. You can send it by email to info@trizioeditore.it or on WhatsApp at +39 352 049 2129.)
To: Art Consulting Srls – Trizio Editore, Via Fieschi 2, 16121 Genoa (GE), Italy – info@trizioeditore.it
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
______________________________________________
Order number: ______________________
Ordered on (*) / received on (*): ______________________
Name of consumer(s): ______________________
Address of consumer(s): ______________________
Signature of consumer(s) (only if this form is notified on paper): ______________________
Date: ______________________
(*) Delete as appropriate.