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1 Withdrawal and help with faulty goods

If you are not satisfied with your purchase, you can notify us of withdrawal within 14 days of delivery, without giving a reason and without penalty. You then have a further 14 days from notification to dispatch the return. Faulty, damaged or incorrect products are covered by the legal guarantee: the 14-day withdrawal period does not limit that protection.

The Seller is Artemide S.p.A., Corso Monforte 19, 20122 Milano MI, Italy, tax code and VAT number 00846890150. For assistance: onlinestore@artemide.com; telephone +39 02 935181. This page applies to Consumer purchases from the Artemide store and is coordinated with Articles 5, 8 and 10 of the Conditions of Sale.

2 How to notify us of withdrawal

The 14-day period starts on the day you, or a third party designated by you other than the carrier, acquire physical possession of the product. For goods ordered together and delivered separately, it starts with the last item; for a product delivered in lots or pieces, with the last lot or piece. You may also withdraw before delivery.

Send an unequivocal statement to onlinestore@artemide.com or Artemide S.p.A., Corso Monforte 19, 20122 Milano MI, Italy. Dispatch before the deadline is sufficient. You may use the model form downloadable in section 9 of this page, but it is not mandatory. Your name, order number and relevant products help us process the request. There is no 24-hour waiting period or requirement for prior authorisation.

You may also use “Withdraw from contract here”, available on this page and accessible from the Website navigation menu and footer. Provide or confirm your name, information identifying the contract and an electronic address for confirmation, then select “Confirm withdrawal”. Without undue delay, you will receive an acknowledgement on a durable medium containing your statement and its transmission date and time. The function remains easily accessible throughout the withdrawal period; the other channels remain available.

3 How to prepare and dispatch your return

Unless we have offered to collect them directly, return the goods without undue delay and in any event within 14 days of giving notice of withdrawal, sending them to Artemide S.p.A., Via Bergamo 18, 20006 Pregnana Milanese MI, Italy. The deadline is met if the goods are dispatched before it expires.

We will send you useful return instructions. Any return code or form to be included in the parcel serves administrative purposes only and is not a condition for exercising the right of withdrawal. You may include a sheet with your name and order number.

Protect the products appropriately for transport. Use the original packaging if available, preferably with outer protective wrapping, and include the accessories and documents supplied. Keeping the original box is not a condition of withdrawal. Retain proof of dispatch; tracked shipping is recommended.

You may check the nature, characteristics and functioning of the goods. You are liable only for diminished value caused by handling beyond what is necessary for that check. Missing original packaging, opening the box or removing labels does not automatically result in loss of the entire refund. Any deduction must reflect an actual, explained and proportionate reduction in value. You are not liable for diminished value if the required withdrawal information was not provided.

4 Return costs for withdrawal

You bear the direct return costs unless free returns were offered for your purchase or you were not informed beforehand that you would bear those costs. For goods that cannot normally be returned by post, the cost or a reasonable maximum estimate must be disclosed before ordering; without the required information, you are not charged.

You may arrange shipping yourself or contact us to agree collection. For paid collection, we disclose the cost and obtain your acceptance before arranging it. Collection timing and arrangements are agreed with you. Transport responsibility is assessed under the law and the agreed service. For lack of conformity, the free procedure in section 6 applies instead.

5 When and how you receive your refund

We refund you without undue delay and within 14 days of receiving your withdrawal statement. The refund includes the price of the products covered by withdrawal and standard delivery charges. Supplements for a delivery service more expensive than the least expensive standard delivery offered and expressly chosen by you are not refunded.

For withdrawal covering only some products in an order, we refund their price and the delivery costs that would not have been incurred for the retained products alone, without prejudice to any more favourable applicable rights.

We use the original payment method, for example the card or PayPal account used to pay. A different method requires your express agreement and entails no cost to you. We do not impose store credit or a bank transfer instead of refunding the original payment method.

Unless we have offered to collect the goods directly, we may withhold reimbursement until we receive the goods or until you provide evidence of having sent them back, whichever occurs first. Once the grounds for withholding reimbursement cease to apply, we refund you without undue delay.

6 Damaged faulty or incorrect products

For a lack of conformity, an incorrect product or delivery damage, write to onlinestore@artemide.com describing the problem and providing details that help identify the purchase. Photographs, the order number and a form, if used, may facilitate assessment but are not conditions for the guarantee. You may prove the purchase by any suitable means, including the order confirmation, invoice or payment documentation. Keeping the packaging and photographs is useful for documenting transport damage. Failure to record a reservation on delivery or to report damage immediately does not prejudice your rights against the Seller; prompt reporting nevertheless helps assess the damage.

Conformity is assessed against the requirements of the Italian Consumer Code and concerns not only the absence of physical defects, but also whether the product matches what was agreed and the characteristics, functionality, safety and durability that you may reasonably expect.

The Seller is liable for any lack of conformity existing at the time of delivery that becomes apparent within two years of delivery, subject to any extensions provided for by applicable law. A lack of conformity becoming apparent within one year of delivery is presumed to have existed at that time, unless proven otherwise or unless this is incompatible with the nature of the goods or the lack of conformity. Claims concerning defects that have not been fraudulently concealed are generally subject to a limitation period of 26 months from delivery, subject to applicable exceptions, suspension, interruption and extensions.

You may choose repair or replacement free of charge unless the chosen remedy is impossible or disproportionate compared with the alternative. The remedy must be provided within a reasonable time and without significant inconvenience. In the circumstances in Article 135-bis of the Italian Consumer Code, you may obtain a price reduction or terminate the contract: for example if conformity is not properly restored, the defect persists, is sufficiently serious or will not be remedied within a reasonable time or without significant inconvenience. Termination is unavailable for a minor defect, and the Seller bears the burden of proving that it is minor.

We provide instructions and, where necessary, arrange collection or return at our expense. Checks establish whether a defect exists; they do not make statutory remedies discretionary. On termination, we refund the price upon receipt of the goods or proof of return, and the delivery charges attributable to the terminated sale, using the original payment method unless expressly agreed otherwise without cost. For goods installed consistently with their nature and purpose before the lack of conformity became apparent, repair or replacement includes, where necessary, removal and reinstallation or the related costs under Article 135-ter(3) of the Italian Consumer Code. For goods with digital elements, statutory protections and updates remain applicable, as explained in Article 8 of the Conditions of Sale.

The guarantee does not cover damage arising after delivery that is not attributable to an original lack of conformity, such as damage resulting from improper use, accidental damage or normal wear and tear. Original packaging, labels and accessories are not absolute conditions for the guarantee. Any commercial guarantees supplement the legal guarantee and do not replace it. Exchanges based solely on preference are not a separately guaranteed service: withdrawal and a new purchase remain available, while replacement for lack of conformity is governed by the legal guarantee.

7 Failed delivery and return to sender

If a parcel is not delivered or is returned to sender, we check the cause and attempt to contact you to agree a solution. Failure to collect or refusal of a parcel alone does not constitute a withdrawal statement or automatically terminate the contract.

If the problem is attributable to us or our carrier, no additional costs are charged. If it results from a breach attributable to you, claims may cover only reasonable, actual, documented and directly caused costs, within legal limits and subject to mitigation. No fixed penalty or automatic deduction applies to delivery, storage or return charges. Any set-off requires the legal conditions to be met or a valid agreement; a paid redelivery requires an accepted quotation. The detailed provisions in Article 5 of the Conditions of Sale apply.

If you validly notify withdrawal, including before delivery or during return to sender, sections 2–5 apply, including reimbursement of standard delivery. An attempted delivery alone does not transfer risk to you.

8 Exceptions and protection of rights

Any statutory exceptions to withdrawal, such as goods made to your specifications or clearly personalised, are disclosed before ordering where applicable. A standard product manufactured to order is not personalised for that reason alone. Exceptions to withdrawal do not exclude the legal guarantee.

If the required withdrawal information was not supplied, the period is extended under Article 53 of the Italian Consumer Code, up to 12 months beyond the ordinary period; if the information is supplied during that period, withdrawal expires 14 days after receipt. Mandatory applicable rules and more favourable terms offered for your purchase remain effective.

9 Downloadable forms

To notify withdrawal, you may use the model form below or send another unequivocal statement. The form is optional and no reason is required.

Download the withdrawal form (PDF)

For a faulty product, delivery damage or an incorrect product, you may use the report form. It helps us provide assistance and is not a condition for exercising legal guarantee rights.

Download the faulty product report form (PDF)

You may complete the PDFs on a computer or print them. Save the completed file and send it to onlinestore@artemide.com: saving alone does not submit the request. The other channels described on this page remain available, including the online withdrawal function.

Full conditions: Conditions of Sale

Last update: 06.10.2026