Returns, Cancellations & Refund Policy

SYNTRA creates made-to-order furniture and objects from Veneto, Italy. As each order is produced individually, this policy distinguishes between standard pieces, ready-to-ship items and goods made to a client’s specific requirements.

This policy applies in addition to any mandatory consumer rights under applicable law.

1. Order cancellations

Before production begins, please contact us as soon as possible if you wish to cancel an order.

Whether an order can be cancelled, and whether the deposit can be refunded in whole or in part, depends on the status of production and any costs already incurred. The applicable terms will be confirmed in your quotation and order confirmation.

Once production has started, cancellation may no longer be possible, particularly where materials have been ordered, cut, processed or customised for your project.

2. Made-to-order and customised pieces

Many SYNTRA pieces are produced only after an order is confirmed. A piece is considered customised where it is made to the client’s specific requirements, including for example:

• non-standard dimensions;
• a client-selected finish, material or upholstery not offered as standard;
• bespoke stone selection;
• a dedicated technical or spatial configuration;
• engraving, personalisation or other project-specific alterations.

Where a piece is made to the client’s specifications or clearly personalised, the statutory right of withdrawal may not apply, to the extent permitted by applicable consumer law.

The fact that a standard product is produced after an order is placed does not, by itself, automatically exclude the statutory right of withdrawal. If you are unsure whether your requested piece is customised, please contact us before accepting the quotation.

3. Ready-to-ship and non-customised items

For items explicitly marked by SYNTRA as Ready to Ship and not made to the client’s specifications, consumers in the European Union may have a statutory right to withdraw from the purchase within 14 days of receiving the item.

To exercise this right, please notify us in writing within the applicable period at:

studio@syntra.design

The item must be returned with reasonable care, complete and protected in appropriate packaging. The customer is responsible for the direct cost of return shipping unless SYNTRA has agreed otherwise in writing.

For large or heavy items that cannot normally be returned by post, the estimated return transport cost will be communicated before the contract is concluded, where applicable.

4. Return condition and reduction in value

Returned items should be handled only as necessary to establish their nature, characteristics and functioning.

If the item has been used, installed, altered, damaged or handled beyond what is necessary for such inspection, SYNTRA may apply a reduction to the refund corresponding to the loss in value, where permitted by law.

This does not apply to defects or lack of conformity for which SYNTRA is responsible.

5. Damages, transport issues and incorrect items

Please inspect your order upon delivery.

If an item appears damaged in transit, incorrect or defective, please contact SYNTRA as soon as possible — preferably within 48 hours — at:

studio@syntra.design

Please include:

• your order number;
• clear photographs of the item;
• photographs of the external and internal packaging;
• photographs of the shipping label, where available;
• a brief description of the issue.

Prompt notification helps us investigate the matter with the carrier and arrange an appropriate solution. This request does not limit any mandatory legal rights relating to defective or non-conforming goods.

Where appropriate, SYNTRA will assess the issue and arrange a repair, replacement, price reduction or refund in accordance with applicable law.

6. Exchanges

As SYNTRA pieces are generally made to order, direct exchanges are not normally available.

If an exchange is exceptionally approved, the customer may be responsible for additional production, delivery and collection costs. These costs will always be confirmed in writing before any exchange is arranged.

7. Refunds

Where a refund is due under applicable law, it will be issued to the original payment method, unless otherwise agreed.

For a valid statutory withdrawal, SYNTRA will process the refund in accordance with the applicable legal requirements. Direct return delivery costs may be deducted only where the customer was informed in advance that they would be responsible for them.

For cancellations of customised orders or other situations outside the statutory right of withdrawal, any refund will be assessed according to the work completed, materials ordered or processed, and terms set out in the relevant quotation and order confirmation.

8. Consumer rights

Nothing in this policy limits or excludes any mandatory consumer rights, including the legal guarantee of conformity applicable to consumer purchases.

9. Contact

For questions about an order, cancellation, return, delivery issue or product specification, please contact:

SYNTRA
Veneto, Italy
studio@syntra.design
[Legal company name]
[Registered address]
[VAT number / tax code]