Terms of service
Terms and Conditions
1. About Anaya
ANAYA is the trading name used by Ludmila Alexandrov for this online ceramics store.
Contact email: info@anayaceramics.com
Postal address:
Via San Gregorio Barbarigo 70
35141 Padova PD
Italy
Doorbell name: Strada
These terms govern purchases from our online store and use of our website. They should be read together with our Returns and Refunds Policy, Shipping Policy, and Privacy Policy, available through the store’s policy links.
Nothing in these terms limits your mandatory consumer rights.
2. Our pieces
Anaya offers handmade ceramics. Materials, dimensions, features, and intended uses are described on each product page.
Our current pieces are individually made and one of a kind. Small asymmetries and variations in shape, surface, and colour may form part of their handmade character. This does not exclude responsibility for defects, damage, or a product that does not match its description.
Measurements are approximate where stated. Screen settings and lighting may affect how colours appear, but we remain responsible for providing accurate product information.
Please follow the care instructions supplied with each piece. Decorative flowers, petals, stems, rims, and other projecting elements require careful handling.
3. Placing an order
Before submitting an order, please review the product, quantity, delivery address, and total price.
You must provide accurate contact and delivery information and be authorised to use your chosen payment method. Purchases must be made by someone legally able to enter into the transaction.
An automated acknowledgement confirms that we have received your order. The purchase contract is concluded when we send confirmation accepting your order.
If we cannot fulfil an order because a piece is unavailable, payment cannot be authorised, or another legitimate issue prevents fulfilment, we will contact you promptly. Any payment already collected for an order we cannot fulfil will be refunded without undue delay.
We will not replace a selected piece with a different one without your agreement.
4. Prices and payment
Prices are displayed in euros unless another currency is expressly shown.
The total payable, including applicable taxes and delivery charges, will be shown before you place your order. Optional additional charges will not be added without your agreement.
The payment methods available for your order are displayed at checkout.
Prices may change for future purchases. Changes do not alter the agreed price of an accepted order.
If we discover a material pricing or description error affecting your order, we will contact you to explain it and agree on an appropriate resolution. We will not charge a higher price without your consent.
5. Shipping and delivery
Available delivery destinations, charges, and delivery information are provided in our Shipping Policy and at checkout.
We will deliver within the agreed timeframe. If no different timeframe has been agreed, delivery will take place without undue delay and no later than 30 days after the contract is concluded.
If a delivery problem arises, please contact info@anayaceramics.com so we can investigate and help resolve it. Your statutory rights concerning late delivery remain unaffected.
Where delivery is arranged by us, the risk of loss or damage remains with us until you, or a person you designate other than the carrier, physically receives the goods.
If you independently commission a carrier that we have not offered, different statutory rules concerning the transfer of risk may apply.
6. Cancellations, returns, and refunds
You may request cancellation before your order has been dispatched. Please contact us promptly with your order number.
If the order has already been dispatched, you may use our return procedure.
We offer 30 days after delivery to notify us that you wish to return your purchase. You must then send the piece back within 14 days after notifying us.
For a change-of-mind return, the customer pays the direct cost of return shipping and any additional protective packaging needed.
Our Returns and Refunds Policy explains the procedure, return address, packing recommendations, refund arrangements, and optional withdrawal form.
This policy extends the standard EU withdrawal period and does not restrict your statutory rights.
7. Damaged, faulty, or incorrect pieces
If your piece arrives damaged, is faulty, or does not match your order, please contact info@anayaceramics.com as soon as reasonably possible.
Where possible, include photographs of the piece and packaging. Keep them while we assess the issue, unless doing so would be unsafe.
We will provide a resolution at no cost to you. If a return is required, we will provide instructions and cover the return shipping costs, as explained in our Returns and Refunds Policy.
Prompt reporting helps us investigate transport damage but does not remove or shorten your statutory rights.
8. Legal guarantee
Consumers benefit from the applicable statutory guarantee for goods that are faulty or do not conform to the contract. In the EU, this includes a minimum two-year legal guarantee from delivery.
Depending on the circumstances and applicable law, remedies may include repair, replacement, a price reduction, or termination of the contract and a refund.
The unique nature of a piece may mean that an identical replacement is unavailable. We will discuss the appropriate remedy with you while respecting your statutory rights.
The 30-day change-of-mind return period does not limit the legal guarantee.
9. Relationship with Shopify
ANAYA is powered by Shopify, which enables us to provide the Services to you. However, any sales and purchases you make in our Store are made directly with ANAYA. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and ANAYA, including any injury, damage, or loss resulting from purchased products and services. You hereby expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with ANAYA.
This section applies only to the extent permitted by applicable law and does not limit any mandatory rights.
10. Privacy
Our Privacy Policy explains how personal information is collected, used, and shared when you visit the store, contact us, or place an order.
Shopify and payment providers may also process information to operate the store and complete transactions, as described in the relevant privacy policies.
11. Website content and permitted use
The website’s original text, designs, images, and branding are protected by applicable intellectual property laws. Rights may belong to Anaya or the relevant rights holders.
You may browse the website and use it for lawful shopping and personal reference. Commercial reproduction or exploitation of protected content requires permission, except where the law permits otherwise.
You must not use the website for fraud, impersonation, harassment, unauthorised access, or the transmission of malicious software.
If you create an account, take reasonable care to protect your login details and contact us if you suspect unauthorised access.
12. Responsibility
We remain responsible for our obligations under the purchase contract and applicable law.
Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for fraud, wilful misconduct, gross negligence, or death or personal injury where applicable.
Temporary technical interruptions do not affect your rights concerning orders already accepted. If a problem prevents you from accessing order information, contact us by email.
13. Applicable law and disputes
These terms are governed by Italian law.
If you are a consumer resident in another country, this choice of law does not deprive you of mandatory protections that apply under the law of your habitual residence.
Your rights to bring proceedings before the courts competent under applicable consumer protection rules remain unaffected.
For questions or complaints, please contact info@anayaceramics.com. We will seek to resolve the matter fairly.
14. Changes to these terms
We may update these terms for future orders. The version applicable when your purchase contract was concluded continues to govern that purchase unless a change is required by law or agreed with you.
If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law. Mandatory consumer protections take precedence.