Refund policy
REFUND POLICY
1) Custom-made Furniture – Exclusion of the Right of Withdrawal
IL BAULE DI NONNA ELVIRA manufactures furniture exclusively to order. For such products, Art. 59(c) of the Italian Consumer Code (Legislative Decree 206/2005) and Art. 16(c) of the European Directive 2011/83/EU apply, which exclude the right of withdrawal for goods made to the consumer's specifications or clearly personalised.
The regulation protects cases where the goods are manufactured according to the consumer's specific requirements, making resale as a standard product impossible or excessively burdensome.
A significant portion of the products on our website falls into this category: these are handcrafted, made-to-measure pieces of furniture for which the customer chooses the wood species, shape, style, dimensions, finishes and colour. For these items, the right of withdrawal does not apply.
Custom-made furniture is not a standard product: even a showroom piece is recreated each time according to the customer's requirements. The purchase implies awareness that the item is not in stock and is produced on demand.
Clarification on "personalisation" according to AGCM
The Italian Competition Authority (AGCM) has clarified that personalisation requires a substantial modification based on the consumer's instructions. The mere selection from standard variants (colour, material, already available accessories) does not constitute personalisation within the meaning of the Consumer Code.
AGCM Decision No. 26820 of 25 October 2017 confirms that personalisation requires a specific request not included among the trader's standard options.
Order confirmation process
IL BAULE DI NONNA ELVIRA does not offer prefabricated products. An accessories list and a colours and finishes list are available as guidance to help customers define their aesthetic and functional preferences.
Many accessories – such as handles, hoods, towel rails, tea towel holders and other elements – are also handcrafted or custom-adapted and do not constitute standard products.
Every custom order is preceded by a personalised quote, which specifies:
– dimensions, shape and style
– materials and finishes
– accessories
– assembly and shipping costs
– production times
The quote may include technical drawings, sketches, lifestyle photos and examples of similar products. The contractual commitment arises upon written acceptance of the quote (including digital acceptance) and, where applicable, upon payment of the stated deposit.
2) Items with Right of Withdrawal – Standard and Non-Personalised Products
Our Store also carries non-handcrafted items, such as industrial stools and furnishing accessories sourced from third-party suppliers. These products are neither made to measure nor personalised.
For these goods, the right of withdrawal applies pursuant to Arts. 52–58 of the Consumer Code and Directive 2011/83/EU.
The customer is entitled to:
– 14 calendar days to exercise the right of withdrawal
– a refund of the amount paid
– return of the goods in intact condition and in their original packaging
– return shipping costs at the customer's expense (Art. 57 Consumer Code)
– reimbursement of standard initial shipping costs only, except in cases of defects or non-conformity
Return address
Goods to be returned must be sent to:
IL BAULE DI NONNA ELVIRA di Anzanello Alberto
Via Fossabiuba, 61
31040 Mansuè (TV) – Italy
Tel. +39 342 8824514
We recommend using a trackable shipping service. Return shipping costs are at the customer's expense pursuant to Art. 57 of the Consumer Code.
Diminution in value of returned goods
Pursuant to Art. 57(2) of the Consumer Code, the customer is liable for any diminution in value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Refund method and timeline
Pursuant to Art. 56 of the Consumer Code, the refund will be issued within 14 days of notification of withdrawal. The seller may withhold the refund until receipt of the goods or until proof of return shipment has been provided.
The refund will be made using the same payment method used by the customer, unless otherwise agreed.
How to submit a withdrawal request
The customer may exercise the right of withdrawal via:
– their customer account by selecting "Request a return"
– an explicit communication by email
– the EU model withdrawal form, available in the following versions:
📄 Download the Withdrawal Form (PDF) – Italian
📄 Download the Withdrawal Form (PDF) – English
The completed form may be sent to: ilbaule@ilbauledinonnaelvira.it or by recorded delivery to the address above.
Note on checkout with phone number
Customers who purchase using only their phone number may manage their withdrawal via the link received by SMS, where available, or by contacting customer service.
Legal Guarantee of Conformity
For all products sold (both custom-made and standard), the legal guarantee of conformity applies pursuant to Arts. 128–135 of the Consumer Code (Legislative Decree 206/2005), implementing Directive 2019/771/EU.
The seller is liable for conformity defects existing at the time of delivery and manifesting within two years. The consumer is entitled, in order of priority, to:
– repair or replacement of the defective goods
– a price reduction or termination of the contract in the cases provided for by law
To report a conformity defect, the customer may contact customer service at: ilbaule@ilbauledinonnaelvira.it or Tel. +39 342 8824514.
Summary
Custom-made furniture: right of withdrawal excluded (Art. 59(c); Directive 2011/83/EU).
Standard items: right of withdrawal within 14 days (Arts. 52–58; Directive 2011/83/EU).
All products: legal guarantee of conformity 2 years (Arts. 128–135 Consumer Code).
Last updated: June 2026.
The team at IL BAULE DI NONNA ELVIRA thanks you for your trust.
