Refund policy

1. SHIPPING & DELIVERY

Availability of Products

All Products offered by MARBERA are manufactured exclusively on request in specialized workshops located in Italy.

As a result, availability is indicative at the time of ordering. Exceptional situations may occur, including shortages of raw materials, production constraints or a high volume of orders.

Should a Product become unavailable after an order has been placed, MARBERA shall inform the Client as soon as reasonably possible and may, at its discretion, propose either:

  • a replacement Product of equivalent value, or

  • cancellation of the order with a refund of the amounts paid.

Delivery of Products

Products may be delivered to the countries listed on the Website at the time of order.

For destinations not listed, MARBERA reserves the right to refuse the order or to accept it subject to a specific quotation reflecting the applicable transport costs.

Delivery costs, estimated delivery times and applicable restrictions are communicated during the ordering process.

Unless expressly agreed otherwise in writing, delivery is carried out by the carrier as curbside delivery on a transport pallet, at the address provided by the Client.
Interior delivery, installation, lifting, or handling inside buildings are strictly excluded and may only be provided subject to a specific quotation accepted in advance by the Client.

Delivery Delays

Delivery times are indicative and may vary due to manufacturing lead times, transport conditions, customs procedures or circumstances beyond MARBERA’s control.

In the event of a delay, the Client may contact MARBERA to obtain updated delivery information.
Delays shall not entitle the Client to cancel the order, refuse delivery or claim compensation, except where cancellation is mandatorily imposed by applicable law.

Client Delivery Obligations

The Client is solely responsible for ensuring that:

  • the delivery address is accurate and complete,

  • access to the delivery location is possible (roads, doors, staircases, elevators, floor load capacity),

  • local regulations or building constraints are complied with.

Any change to delivery details must be communicated immediately by email.
MARBERA shall not be liable for delays, additional costs or delivery failures resulting from incorrect or incomplete information provided by the Client.

If delivery cannot be completed due to the Client’s failure to comply with these obligations, the Client may be required to:

  • collect the Products from the carrier’s nearest warehouse, and/or

  • bear additional storage, re-delivery or transport costs.

Force Majeure

MARBERA shall not be held liable for failure or delay in delivery resulting from events of force majeure, including but not limited to natural disasters, strikes, transport disruptions, customs delays or governmental actions.

Acceptance of Products

The Client must inspect the Products immediately upon delivery.

Before signing the delivery note, the Client must verify that:

  • all Products have been delivered,

  • the Products are in apparent good condition.

Any damage, defect or non-compliance must be:

  • clearly and precisely noted on the delivery slip,

  • accompanied by written reservations,

  • supported by photographic evidence.

Any claim must be submitted within forty-eight (48) hours following delivery.
Failure to comply with these conditions may result in the claim being refused within the limits permitted by applicable law.

2. RETURNS – NO RIGHT OF WITHDRAWAL

All Products sold by MARBERA are manufactured on request and/or customized according to the Client’s order.

Accordingly, no right of withdrawal, return or cancellation applies once an order has been confirmed, except where such a right is mandatorily imposed by applicable consumer protection laws.

Where a return is exceptionally authorized in writing by MARBERA:

  • return shipping costs shall be borne exclusively by the Client,

  • Products must be unused, undamaged and returned in their original packaging,

  • any Product showing signs of use, installation, damage or alteration shall not be eligible for a refund.

No refund shall be issued for bespoke or made-to-order Products produced according to the Client’s specifications.