Terms and Conditions of Sale
Last updated: July 23, 2026
Please read these general conditions of sale carefully before placing an order, accepting a quotation, confirming a pro forma invoice or approving a graphic proof.
These conditions govern the sale of products and services offered by Artesole S.r.l. through www.artesole.it, by email, telephone, WhatsApp or other company contact channels.
Acceptance of a quotation, confirmation of a pro forma invoice, approval of a graphic proof or payment of a deposit or balance implies acceptance of these conditions, unless otherwise agreed in writing between the parties.
Sending a request for information or a quotation does not constitute acceptance of an order or any purchase obligation for the Customer.
1. Seller details
The seller of the products shown on the website is:
Artesole S.r.l. - Creazioni d'Arte
Via Marsala, 40
95014 Giarre (CT) - Italy
VAT no.: 05072970873
Tel/Fax: +39 095 7794550
Email: info@artesole.it
2. Definitions
For the purposes of these conditions:
- Artesole or Seller means Artesole S.r.l.;
- Customer means the person or entity requesting information, quotations or purchasing products from Artesole S.r.l.;
- Consumer means a natural person purchasing for purposes unrelated to any business, commercial, craft or professional activity;
- Professional means a person or entity purchasing for purposes connected with a business, commercial, craft or professional activity;
- Standard product means a product that is not customized, made to measure or modified according to the Customer's specifications;
- Made-to-measure or customized product means a product made, modified, decorated or adapted according to the Customer's specific requests.
3. Scope of these conditions
These conditions govern the sale of handcrafted, hand-decorated products made of ceramic, glazed lava stone, terracotta, iron, wood or other materials, as well as made-to-measure, customized or custom-designed products.
Products offered include, by way of example and without limitation, lava stone tables, tops, sinks, decorative panels, tiles, plaques, house numbers, favors, furniture, furnishing accessories, products for commercial premises, customized works and artistic handmade items.
4. Handcrafted nature of the products
Artesole products are made and/or decorated using handcrafted processes. Each piece may therefore show slight variations in color, tone, shading, size, decoration, brushstroke, glaze, surface or firing compared with website images, samples or graphic proofs.
These variations are not defects but typical features of handcrafted and manual production, except where the product has serious defects or substantial non-conformities compared with what was expressly agreed with the Customer.
Images on the website are indicative. Colors, brightness and visual appearance may vary depending on the device, screen, ambient light and natural characteristics of the materials.
4.1 Natural and handcrafted characteristics of glazed lava stone
Glazed lava stone consists of a natural base that undergoes handcrafted glazing, hand decoration and firing. The lava stone base, glazes and colors may react differently during the various production stages; consequently, each item is unique and cannot be perfectly identical to images, samples, graphic proofs, other products or elements belonging to the same composition.
Speckling or small surface pores, slight irregularities in the glaze, minor variations in flatness compatible with proper installation, assembly and use of the product, as well as differences in tone, shade, intensity and clearly visible color variations between different pieces or batches may occur.
Craquelé, the characteristic fine surface network in the glaze, may also be present. Its density and visibility may vary and may be more pronounced in certain colors or finishes.
Where they fall within the normal limits of natural and handcrafted production and do not compromise structural integrity, safety, stability, proper installation or assembly, or normal use of the product, these characteristics are not conformity defects.
This provision does not apply to fractures or breakage, clearly visible detachment or lifting of the glaze layer not attributable to the normal pores or surface irregularities of handcrafted production, deformation or substantial non-conformities with the description, sample or expressly agreed characteristics. The Customer’s statutory guarantee rights always remain unaffected.
5. Quotations, pro forma invoices and validity of offers
Prices shown on the website, where present, may be indicative prices, list prices or “starting from” prices. The final product price may vary according to size, decoration, materials, customization, additional work, quantity, shipping destination and other order-specific elements.
Only quotations or pro forma invoices sent by Artesole S.r.l. by email, WhatsApp or another company channel are valid for defining the price, product characteristics and order conditions.
Unless otherwise stated in writing, quotations are valid for 7 days from the sending date. After this period, Artesole S.r.l. reserves the right to confirm, amend or update the quotation.
6. Orders and acceptance
The order is confirmed only after the Customer accepts the quotation or pro forma invoice and, where applicable, after receipt of the agreed payment, deposit or balance.
For products made to order, made to measure or customized, production will begin only after the Customer's written confirmation and receipt of the agreed payment or deposit.
Artesole S.r.l. reserves the right not to accept incomplete, incorrect, technically unfeasible orders or orders concerning temporarily unavailable products.
For orders placed by a consumer Customer by telephone, email, WhatsApp or another distance means, the order will be binding only after written confirmation or acceptance on a durable medium.
7. Graphic proofs and Customer approval
For customized products, products decorated on request or products containing texts, names, dates, logos, coats of arms, images or graphics supplied by the Customer, Artesole S.r.l. may send one or more graphic proofs before final production begins.
The Customer must carefully check all elements in the proof, including texts, names, dates, numbers, colors, proportions, measurements, decorations, orientation, layout and any other relevant detail.
Written approval of the proof, including by email, WhatsApp or another traceable means, authorizes production. Errors present in a proof approved by the Customer may not be contested later, except for errors attributable to Artesole S.r.l. during production compared with the approved proof.
8. Made-to-measure and customized products
Made-to-measure or customized products include all goods made according to the Customer's specific requests, such as custom sizes, chosen decorations, texts, logos, coats of arms, names, dates, graphics, colors, compositions, images, dimensional adaptations or work carried out specifically for the order.
For these products, once the order has been confirmed and production has begun, the order cannot be cancelled or modified without written agreement with Artesole S.r.l.
Changes requested after production has begun may involve additional costs, changes to production times or technical impossibility of making the change.
9. Prices, VAT and payments
All prices shown on the website or in quotations are inclusive of VAT unless otherwise stated.
Payment may be made using the methods indicated in the quotation, pro forma invoice or communication sent by Artesole S.r.l.
For bank transfers, the Customer must indicate the pro forma invoice number, invoice number or other reference communicated by Artesole S.r.l. in the payment description.
Unless otherwise agreed in writing, payment must be made within 5 days of accepting the quotation or pro forma invoice. Failing payment within this period, Artesole S.r.l. reserves the right to cancel or update the quotation.
For orders requiring a deposit and balance, the balance must be paid before shipment, delivery or collection of the product, unless otherwise agreed in writing.
10. Online orders and payment obligation
If the website provides an online purchase system with direct order submission and payment, the Customer will be clearly informed of the main characteristics of the product, total price, delivery costs, payment methods and any limitations before submitting the order.
If the online order implies an obligation to pay, the button or function used to submit the order will display a clear wording such as “Order with obligation to pay” or an equivalent formula.
If the website operates through quotation or pro forma requests, the order will be considered concluded according to these conditions and the communications sent by Artesole S.r.l.
11. Production and delivery times
Production and delivery times vary according to product type, availability, work complexity, requested customizations and shipping destination.
For products ready for delivery, shipment may generally take place within 3/5 working days, unless otherwise communicated.
For products made to order, made to measure, customized or not immediately available, production times may generally be 30 days or more depending on the complexity of the work. The times indicated in the quotation, pro forma invoice or subsequent communications will prevail.
Production and delivery times are indicative and may vary for reasons not attributable to Artesole S.r.l., including courier issues, weather conditions, strikes, holidays, periods of heavy logistics traffic, force majeure or other unforeseeable circumstances.
12. Shipping, packaging and customs duties
Artesole S.r.l. carefully packages its products, taking into account the fragile or delicate nature of many handmade items.
Shipping costs are indicated in the quotation or pro forma invoice or communicated to the Customer before order confirmation. For shipments outside Italy or outside the European Union, costs may vary according to destination, weight, volume and transport method.
Any customs duties, import taxes, local taxes or other charges required by the destination country are borne by the Customer unless otherwise agreed in writing.
13. Checking the package on delivery
On delivery, the Customer is invited to check the integrity of the packaging and package received.
If the package is damaged, wet, open, crushed, tampered with or visibly altered, the Customer should, where possible:
- accept the package with a specific reservation, clearly indicating the type of damage found;
- or refuse delivery if the damage appears serious;
- take photographs of the packaging and product;
- promptly inform Artesole S.r.l. of the incident.
The generic wording “with reservation” may not be sufficient to properly open a claim against the courier. A specific reservation is recommended, such as “damaged package”, “crushed packaging”, “wet package”, “open parcel” or another description consistent with the package condition.
Failure to accept with a specific reservation may make handling the carrier claim more complex. The mandatory rights of the consumer Customer regarding the legal guarantee of conformity remain unaffected.
14. Failed delivery and storage
Delivery requires the presence of the Customer or an appointed person at the address indicated when ordering.
If the recipient is absent, the address is incorrect, the package is not collected or delivery is impossible for reasons attributable to the Customer, the package may be stored by the courier.
Any storage, redelivery, return or new shipment costs will be borne by the Customer unless otherwise agreed in writing.
15. Right of withdrawal for consumer Customers
The consumer Customer has the right to withdraw from a distance contract within 14 days from the day on which the product is received, except in cases excluded by law and indicated in these conditions.
For multiple goods ordered in a single order and delivered separately, the period starts when the consumer Customer, or a third party designated by the Customer other than the carrier, acquires physical possession of the last good, lot or piece.
The right of withdrawal is granted exclusively to consumer Customers and does not apply to purchases made by professionals, companies, bodies or entities purchasing for purposes connected with their business, commercial, craft or professional activity.
The right of withdrawal does not apply to purchases made directly at commercial premises or points of sale, unless otherwise provided by law or by a specific written agreement.
16. How to exercise the right of withdrawal
To exercise the right of withdrawal, the consumer Customer must send written notice to Artesole S.r.l. by email to info@artesole.it before the withdrawal period expires.
The notice must indicate:
- the Customer's full name;
- order, quotation, pro forma invoice or invoice number;
- the product for which withdrawal is exercised;
- the product receipt date;
- any details needed for the refund, if requested.
The consumer Customer may complete the online form or use the printable model form available on the right of withdrawal page, or send any other explicit statement of the wish to withdraw from the contract. No reason for withdrawal is required.
Withdraw from the contract here
17. Return of products and refund in case of withdrawal
Two separate time limits apply. The consumer Customer has 14 days from delivery of the product to inform Artesole S.r.l. of the decision to withdraw.
After communicating the withdrawal, the Customer has a further 14 days to send or hand over the product. The second deadline is met if the goods are handed to the carrier before it expires, even if they are received later by Artesole S.r.l.
The product must be returned complete with any accessories and, where possible, in its original packaging or in equivalent packaging suitable to protect it during transport. The Customer may open the packaging and inspect the product with due care and only to the extent normally permitted in a store.
The direct return costs are borne by the Customer unless otherwise agreed in writing. Returns sent cash on delivery or carriage forward will not be accepted.
For bulky, heavy, fragile products or products that by their nature cannot normally be returned by post, the direct return cost may vary according to size, weight, destination, packaging and transport method. The cost, or a reasonable maximum estimate where it cannot be calculated exactly in advance, will be stated in the quotation, pro forma invoice or another communication sent to the Customer before order confirmation.
The Customer must arrange the return packaging and transport, appointing suitable providers and reusing the original crate and packing materials where possible.
In the event of valid withdrawal, Artesole S.r.l. will refund the payments received, including standard delivery costs, excluding any additional costs resulting from the Customer's choice of a delivery method other than the least expensive standard method offered.
The refund will be made without undue delay and in any case within 14 days of receiving the withdrawal notice.
The refund may be suspended until the goods are received or, if earlier, until proof of their shipment is received. Upon receipt, Artesole S.r.l. will inspect the condition of the products.
The refund will be made using the same means of payment used by the Customer for the initial transaction, unless expressly agreed otherwise and provided that the Customer does not incur any cost as a result of the refund.
The Customer is responsible for any reduction in value resulting from use or handling beyond what is necessary to verify the nature, characteristics and functioning of the product.
18. Exclusion of withdrawal for made-to-measure or customized products
Under applicable law, the right of withdrawal is excluded for the supply of made-to-measure or clearly customized products.
A made-to-measure or clearly customized product means a product created specifically for an individual Customer on the basis of individual requests. Examples include out-of-catalog measurements specified by the Customer, decorations or graphics developed on request, texts, names, dates, logos, coats of arms, images, non-standard colors or other specifically agreed adaptations.
The exclusion also applies to products made after approval of a graphic proof, provided that the product is made to measure or clearly customized according to the Customer's requests.
Whether the exclusion applies will be assessed on the basis of the product's actual characteristics and the customizations agreed with the Customer. Where applicable, the exclusion of the right of withdrawal will be stated before order confirmation and will apply only in the cases established by applicable law.
The Customer's rights in the event of a defective or non-conforming product remain unaffected.
19. Legal guarantee of conformity
Consumer Customers benefit from the legal guarantee of conformity provided by the Consumer Code. The legal guarantee lasts 2 years from delivery of the goods, within the limits and according to the methods provided by applicable law.
Actions to assert conformity defects not fraudulently concealed by the seller become time-barred, in the cases provided by law, within 26 months from delivery of the goods.
In the event of a conformity defect existing at the time of delivery, the Customer may contact Artesole S.r.l. providing a description of the issue and, where possible, photographs or useful documentation for assessment.
Where a conformity defect is verified, the Customer is entitled to the remedies provided by applicable law, including, where possible, repair, replacement, price reduction or contract termination in the cases provided by law.
Slight variations in color, size, decoration, surface, brushstroke, glaze or firing resulting from the handcrafted nature of the product and, for glazed lava stone, the characteristics specifically described in section 4.1 are not conformity defects where they fall within normal production limits and do not compromise the elements identified in that section. The exclusions and the Customer’s rights specified in section 4.1 remain unaffected.
The legal guarantee does not cover defects resulting from improper use, negligence, impacts, falls, accidental breakage, incorrect installation by the Customer or third parties, lack of or poor maintenance, exposure to unsuitable conditions or unauthorized work on the product.
For professional Customers, companies, bodies or entities purchasing for purposes connected with their business or professional activity, the guarantees provided by applicable law and by any specific agreements indicated in the quotation, pro forma invoice or contract apply.
20. Modification or cancellation of the order
The Customer may request modification or cancellation of the order before production begins. Artesole S.r.l. will assess the request according to the order status and product type.
For made-to-measure, customized or specially made products according to the Customer's requests, once production has begun the order cannot be cancelled without written agreement with Artesole S.r.l.
In the event of agreed cancellation, Artesole S.r.l. may retain amounts relating to costs already incurred, graphic design, purchase of materials, work already started, decorations, firings or other activities already carried out.
21. Unavailability of products, materials or decorations
Artesole S.r.l. will not be liable for the temporary or permanent unavailability of one or more products, materials, decorations, colors or components.
In case of unavailability, Artesole S.r.l. will inform the Customer and may propose an alternative solution, a similar product, a project change, a new timeframe or refund of any amounts already paid, as agreed with the Customer.
22. Measurements, laying and installation
Unless otherwise agreed in writing, laying, installation, assembly, fixing, masonry work, technical connections or work at the Customer's premises are not included in the product price.
The Customer is responsible for checking measurements, spaces, installation-site conditions and product compatibility with the destination environment, unless surveys or inspections are carried out directly by Artesole S.r.l. and formally included in the order.
If the Customer provides measurements, drawings, floor plans, photographs or other technical data, Artesole S.r.l. will make the product based on the information received. Errors resulting from incorrect measurements or data supplied by the Customer cannot be attributed to Artesole S.r.l., unless different liability is established.
23. Customer responsibility for supplied content
The Customer declares that they have the right to use any images, logos, coats of arms, texts, trademarks, graphics, photographs or other content supplied to Artesole S.r.l. for making customized products.
The Customer assumes all responsibility for the use of such content and holds Artesole S.r.l. harmless from any disputes, requests or claims by third parties relating to copyright, trademark, image, coat of arms, privacy or other rights infringements.
Artesole S.r.l. reserves the right to refuse offensive, unlawful, discriminatory content, content harmful to third-party rights or otherwise incompatible with its business.
24. Force majeure
Artesole S.r.l. cannot be held liable for delays, non-performance or temporary impossibility of fulfilling its obligations due to force majeure or unforeseeable events, including natural disasters, fires, floods, strikes, transport blocks, technical failures, power interruptions, supply difficulties, authority measures or other events beyond the company's control.
25. Privacy
Artesole S.r.l. processes the Customer's personal data in compliance with applicable personal data protection legislation.
For further information, the Customer may consult the Privacy Policy and the Cookie Policy published by Iubenda in the language of the website.
26. Copyright and intellectual property
All website content, including texts, images, photographs, graphics, logos, trademarks, decorations, projects, drawings and creative materials, is owned by Artesole S.r.l. or the respective rights holders, unless otherwise stated.
Unauthorized reproduction, distribution, modification, copying, publication or use, even partial, of website content or materials sent by Artesole S.r.l. is prohibited.
Proofs, drawings, renderings, graphic proposals and projects created by Artesole S.r.l. remain the property of Artesole S.r.l., unless otherwise agreed in writing.
Any unauthorized use of images, photographs, decorations, ornamental patterns, graphics, drawings, renderings, catalogs, technical documents or other materials in which Artesole S.r.l. holds rights is prohibited. This includes reproduction or publication on websites, social media, marketplaces or commercial materials, removal of trademarks or watermarks, and imitation, transformation or adaptation of decorations. Artesole S.r.l. reserves the right to protect its rights before any competent authority, including by seeking removal of the content, injunctive relief and compensation for damage and, where the relevant conditions are met, pursuing any further civil or criminal remedies available by law.
27. Complaints and assistance
For complaints, assistance requests or communications concerning orders, the Customer may contact Artesole S.r.l. at:
Email: info@artesole.it
Telephone: 095 7794550
Address: Via Marsala, 40 - 95014 Giarre (CT), Italy
Artesole S.r.l. undertakes to assess Customer requests and reply as soon as possible, compatibly with the complexity of the request.
28. Applicable law and competent court
These conditions are governed by Italian law.
For disputes with consumer Customers, the court provided by the applicable consumer protection legislation will have jurisdiction.
For disputes with professional Customers, companies, bodies or entities purchasing for purposes connected with their professional or business activity, unless otherwise agreed in writing, the Court of Catania will have jurisdiction.
29. Changes to these conditions
Artesole S.r.l. reserves the right to amend these conditions at any time. Amendments will be effective from publication on the website and will apply to orders concluded after the update date.
Each order is governed by the conditions in force when that order is confirmed.