Governing Law: Switzerland

All sales made through Studio Fenice are final.

Studio Fenice works with collectible design, limited-edition pieces, handcrafted objects, and made-to-order furniture. For this reason, returns, exchanges, cancellations, and refunds are not accepted unless expressly required by mandatory applicable law.

1. No Right of Return

Studio Fenice does not offer returns or exchanges.

An order may not be returned because of a change of mind, incorrect measurement by the client, change of project, delay outside Studio Fenice’s control, variation in natural materials, or dissatisfaction with a choice of finish, colour, fabric, stone, metal, wood, or dimension previously approved by the client.

2. No Cancellations

Once an order has been confirmed in writing, it is binding.

Orders cannot be cancelled, modified, suspended, or refunded after confirmation, unless Studio Fenice agrees to do so in writing at its sole discretion.

3. Made-to-Order, Bespoke & Custom Pieces

All made-to-order, bespoke, custom, commissioned, limited-edition, or specially sourced pieces are strictly non-refundable and non-returnable.

This includes, without limitation:

• custom dimensions;
• custom finishes;
• custom materials;
• custom upholstery;
• special production requests;
• limited editions;
• commissioned works;
• items ordered specifically for the client.

Once production has begun, the order cannot be cancelled or modified.

4. Deposits & Payments

All deposits are non-refundable.

Where a deposit or advance payment has been made, it secures the production, allocation, reservation, or sourcing of the piece. The client remains responsible for paying the full balance according to the agreed payment terms.

No item will be released, shipped, collected, or delivered until payment has been received in full.

5. Inspection Upon Delivery

The client must inspect the item immediately upon delivery or collection.

Any visible damage, shortage, incorrect item, or delivery issue must be reported in writing within 48 hours of receipt.

The claim must include clear photographs of:

• the packaging;
• shipping labels;
• the full item;
• the affected area;
• any visible damage.

Claims submitted after 48 hours may be refused.

The client must keep all original packaging. If the packaging is discarded, Studio Fenice may be unable to process a transport claim.

6. Damaged or Defective Items

If an item arrives damaged or with a verified manufacturing defect, Studio Fenice will review the claim.

If the claim is accepted, Studio Fenice may, at its sole discretion:

• repair the item;
• replace the affected component;
• arrange for restoration;
• provide a replacement where reasonably possible.

Refunds will only be considered if repair, restoration, or replacement is not reasonably possible.

7. Natural Variations Are Not Defects

Many pieces sold by Studio Fenice are handmade or produced using natural materials.

Variations in colour, texture, grain, veining, patina, finish, tone, casting, weaving, joinery, dimensions, or surface irregularities are normal characteristics of handcrafted and natural materials.

These variations are not defects and do not give the client any right to cancel, return, exchange, reject, or request a refund.

8. Product Images & Samples

Images, renderings, samples, and material references are provided for guidance only.

They cannot guarantee exact colour, texture, tone, veining, grain, finish, or final appearance.

Differences between photographs, samples, digital images, and the final piece are not grounds for cancellation, return, exchange, or refund.

9. Refusal of Delivery

Refusing delivery does not cancel the order.

If the client refuses delivery, fails to accept delivery, or is unavailable to receive the item, the client remains responsible for all related costs, including:

• storage fees;
• return freight;
• re-delivery fees;
• customs duties;
• taxes;
• handling charges;
• insurance;
• administrative costs.

10. Storage Fees

If an item is ready for shipment, delivery, or collection and the client delays shipment or fails to provide delivery instructions, Studio Fenice may charge storage fees after 14 calendar days.

Storage is at the client’s risk and expense.

11. Shipping, Customs & Duties

Shipping, freight, insurance, customs duties, import taxes, brokerage fees, and handling charges are non-refundable.

The client is responsible for ensuring that the item can be legally imported, delivered, and installed at the destination.

12. Non-Returnable Items

The following items are always non-returnable and non-refundable:

• made-to-order furniture;
• bespoke furniture;
• commissioned works;
• custom pieces;
• upholstered items;
• lighting produced to order;
• artwork;
• limited-edition objects;
• vintage or antique pieces;
• sale or discounted items;
• samples;
• special-order materials.

13. Limitation of Refunds

Where a refund is exceptionally approved in writing, Studio Fenice may deduct:

• original shipping costs;
• return shipping costs;
• customs duties;
• taxes;
• payment processing fees;
• restoration costs;
• repackaging costs;
• loss in value;
• administrative costs.

Refunds are issued only after the item has been returned, received, inspected, and approved by Studio Fenice.

14. Mandatory Rights

Nothing in this policy excludes rights that cannot be excluded under mandatory applicable law.

Where mandatory law applies, Studio Fenice reserves the right to choose the legally available remedy most appropriate to the situation, including repair, replacement, restoration, or refund where required.

15. Governing Law

This policy is governed by Swiss law.

Any dispute shall be subject to the competent courts of Switzerland, unless mandatory law provides otherwise.