Política de reembolso

Made-to-order pieces — right of withdrawal

Every Pietra by Bianca piece is handmade to order, built specifically to the specifications confirmed with each client. For this reason, under Article 16(c) of EU Directive 2011/83/EU (and Spanish Royal Legislative Decree 1/2007, Art. 103(c)), these pieces are excluded from the 14-day right of withdrawal, as production begins with the customer's express consent.

We do accept returns, repairs or replacements at no cost to you in the following cases:
- The piece has documentable manufacturing defects.
- The piece received does not match the specifications confirmed in writing.
- The piece arrived with transit damage reported within 48 hours of delivery.

Inspection on delivery. You must inspect the piece in the presence of the carrier before signing the delivery note. If you notice damage:
1. Note it on the delivery note before signing.
2. Photograph the packaging and the damaged piece at the moment of delivery.
3. Email us within a maximum of 48 hours at [email protected] with the photos and your order number.
We cannot process transit-damage claims reported more than 48 hours after delivery.

Warranty. Every piece carries the 2-year legal warranty against manufacturing defects. Natural stone variation (veining, tone, texture) is inherent to the material, is not considered a defect and does not give rise to a return.

Cancellations. You may cancel at no cost within 72 hours of order confirmation, provided production has not started. Once fabrication has begun, free cancellation is no longer possible, as the material is cut specifically for your order.

Refunds. Where a return applies, the refund is issued to the original payment method within a maximum of 14 days from when we receive the returned piece or agree the replacement.

For any inquiry: [email protected]