Consumer Protection

Our top priority is to fully satisfy every Customer’s needs.

Safety of payment transactions

We guarantee maximum security for card payments, all data is safe thanks to 128 bit SSL (Secure Socket Layer) security.
Such technology provides an encryption for all private information on internet, therefore everything gets encoded with a complex math-based algorithm that guarantees complete communication privacy and inaccessibility to the transmitted data. Moreover, as an additional assurance, the input data is directly transmitted to the bank website which handles the transaction, therefore no card number is saved or managed by the supplier.

Products Warranties

Artenor guarantees the products integrity at delivery. In case printings get delivered damaged or defected, the supplier will promptly cover all costs for the substitution. It is excluded the customer’s right to any product damage.
Any defect must be declared by the customer within 14 days of delivery of the product, sending an e-mail to info@artenor.it. The supplier undertakes to reply to every valid and not anonymous complaint within 48 hours.

Right of withdrawal

Order cancellation

Order cancellation can be performed by the customer clicking on “Cancel order” and following the cancellation procedure; for orders paid via cash on delivery, after the purchase confirmation, it’s possible to cancel the order only within 15 minutes.
This option deactivates right after the payment (or right after the confirmation of the payment, which is immediate for Credit Cards as well as for PayPal and requires a few hours for the Bank Transfer payment method, it may then need up to a few days for other payment methods). In any case, every order can be cancelled via e-mail or calling the Customer Service within 15 minutes of confirmation. Cancellation requests sent after the mentioned time limits will not be considered.

In accordance with LEGISLATIVE DECREE 21 February 2014, n. 21- Implementation of the Directive 2011/83/UE on consumers’ rights, amending Directives 93/13/CEE and 1999/44/CE and repealing Directives 85/577/CEE and 97/7/CE. (14G00033) - (GU General Series n.58 of 11-3-2014), the consumer has the right to withdraw from the purchase of the product(s) or service(s) within 14 working days from the delivery of the goods, in the first case, or from the conclusion of the contract in the service(s) case, sending an e-mail to the supplier at info@artenor.it containing:
• the intention to withdraw from the contract
• the product description
• the order’s date
• the bank account information (IBAN code) to allow the supplier to refund the purchase cost.

According to the art. 59 paragraph 1 letter a) and c) of the Consumer Code, Legislative Decree 206/2005 subsequent amendments and additions, the right of withdrawal is excluded for the goods whose complete execution of the service is immediate and are made and customized on the basis of the User's instructions .

Our products are handcrafted and made only following the order; it follows that the withdrawal is accepted in cases where the quality standards of the company are not respected or the product has suffered damage during transport.

To obtain reimbursement of the amount paid, the Consumer, within 30 days from the date of receipt of the goods, must send it back to the supplier via traceable shipping method.
Within 30 days from the date of receipt of the communication in which the consumer expresses the desire to exercise the right of withdrawal, the supplier will reimburse the consumer the price paid for the purchase of the goods by bank transfer. The refund refers only to the price of the goods, as shown in the order note and in the transport document, net of shipping and delivery costs. In any case, the consumer bears the direct costs of returning the goods to the sender.

Social Responsibility

Protection of minors

The supplier refrains from knowingly accepting orders for goods and services from minors, from collecting data, instigating them to participate or disclosing data with a view to games or similar activities.