At Dante’s Workshop, our goal is to ensure the highest possible level of customer satisfaction and to resolve any issue with an order as quickly, fairly and effectively as possible.

Every product is manufactured, finished and inspected with great care. If you experience any problem with your order, please contact us as soon as possible so that we can review the situation and determine the most appropriate solution.

Whenever reasonably possible, our priority is to resolve product related issues promptly through repair or replacement, while minimizing inconvenience for the customer.

Nothing in this policy limits any mandatory consumer rights provided by applicable law.

Please Inspect Your Order Upon Delivery

Customers are requested to inspect their order promptly after delivery and before using, modifying, installing or assembling the product.

Please check that:

• you have received the correct item
• the item has arrived without visible shipping damage
• all components included with the product are present

Any visible shipping damage, incorrect item, missing component or other issue that could reasonably be identified during an initial inspection should be reported to Dante’s Workshop within 7 days of delivery.

Please provide photographs of the product, packaging and shipping box where relevant, together with any other information reasonably required to assess the issue.

Customers should retain the original packaging until the initial inspection has been completed and any visible delivery related issue has been resolved.

Failure to report an immediately identifiable delivery issue within this period may make it more difficult to establish that the issue existed at the time of delivery and may affect any voluntary remedy offered by Dante’s Workshop.

This inspection period does not limit statutory rights relating to defects or non conformity that could not reasonably have been discovered during the initial inspection.

Defective, Damaged or Incorrect Products

If a product is defective, damaged, incomplete or does not correspond to what was ordered, please contact us before returning it.

Depending on the nature and severity of the issue, Dante’s Workshop will first seek an appropriate solution through repair or replacement, where permitted by applicable law.

Repair is generally preferred where the issue can be properly and permanently resolved without causing significant inconvenience to the customer. Where repair is not possible, reasonable or proportionate, replacement may be offered.

Where repair or replacement is impossible, cannot be completed within a reasonable time, would cause significant inconvenience, or where applicable law otherwise requires it, an appropriate price reduction or refund may be provided.

For claims covered by mandatory consumer guarantee or conformity rights, repair or replacement will be provided without cost to the consumer as required by applicable law, including necessary shipping costs where legally required.

Customers must contact Dante’s Workshop before sending any product back. Unauthorized returns may not be accepted where permitted by applicable law.

Right of Withdrawal for EU Consumers

Consumers purchasing online within the European Union generally have a statutory right to withdraw from an eligible distance purchase within 14 days of receiving the goods, without providing a reason.

This statutory right applies only to products and transactions for which such a right is provided by applicable law and remains subject to all applicable legal exceptions.

When exercising a valid statutory right of withdrawal, the customer must notify Dante’s Workshop within the applicable withdrawal period and return the product according to the provided return instructions.

Unless otherwise required by law, the direct cost of returning a non defective product is the responsibility of the customer.

If the customer selected a delivery method more expensive than the least expensive standard delivery method offered by Dante’s Workshop, the additional shipping cost is not refundable to the extent permitted by applicable law.

The customer may also be responsible for any diminished value resulting from handling the product beyond what is reasonably necessary to establish its nature, characteristics and functionality.

Custom Made and Personalized Products

Products manufactured according to the customer’s individual specifications, instructions, measurements, configuration, design requirements or personalization requests are produced specifically for that customer.

Custom made, personalized and individually commissioned products cannot be returned or refunded because of a change of mind.

This does not affect mandatory statutory rights relating to defects, damage or non conformity.

Where an issue exists with a custom or personalized product, Dante’s Workshop will first seek to resolve the matter through repair or, where appropriate, replacement.

Made to Order Products

Products marked as Made to Order are individually manufactured for a specific confirmed customer order and are not supplied from finished retail inventory.

Production capacity, materials, manufacturing time and finishing work are specifically allocated to the individual order once production begins.

For this reason, Made to Order products are not eligible for change of mind returns or refunds.

If a Made to Order product arrives damaged, defective, incomplete or does not conform to the order, Dante’s Workshop will assess the issue and seek to resolve it primarily through repair or replacement.

Mandatory statutory rights relating to defective or non conforming goods remain unaffected.

Voluntary Exchanges

Where no statutory return, withdrawal or guarantee right applies, Dante’s Workshop does not generally accept returns for refunds.

However, we may agree to an exchange, repair or another reasonable solution on a case by case basis at our discretion.

Any voluntary exchange must be approved by Dante’s Workshop before the product is returned.

Unless otherwise agreed, products accepted for voluntary exchange must be returned unused, undamaged, complete and securely packed, preferably in their original packaging.

For voluntary exchanges that are not related to a defect or another issue for which Dante’s Workshop is legally responsible, all return shipping and reshipping costs are the responsibility of the customer.

The availability and preparation time of a replacement product depends on current inventory, manufacturing capacity and production requirements.

Return Shipping

Please contact Dante’s Workshop before returning any product so that the appropriate return procedure can be arranged.

For returns resulting solely from a valid statutory right of withdrawal, the customer is responsible for the direct return shipping cost where permitted by applicable law.

For voluntary exchanges or other voluntarily accepted returns outside mandatory consumer rights, all shipping and reshipping costs are the responsibility of the customer unless Dante’s Workshop expressly agrees otherwise.

Where a return is necessary because of a valid defect, non conformity, incorrect item or another matter for which Dante’s Workshop is legally responsible, shipping costs will be handled in accordance with applicable consumer law.

Original shipping charges, additional shipping services and other delivery related costs are not refundable except where reimbursement is required by applicable law.

Condition of Returned Products

Customers are responsible for packing returned products carefully and appropriately.

Where legally permitted, the customer may be responsible for any reduction in value caused by unnecessary handling, use, modification, damage, incomplete packaging or missing components.

Products should not be modified, painted, drilled, cut, permanently installed or otherwise altered before a reported issue has been resolved with Dante’s Workshop.

Such modifications may affect eligibility for any voluntary exchange or return and may also be taken into account when determining whether a reported defect resulted from the product itself or from subsequent installation, modification or use.

Refunds

Dante’s Workshop does not voluntarily offer refunds for change of mind purchases, Made to Order products, custom orders or personalized products.

For product related issues, our preferred resolution is repair first and replacement where repair is not appropriate or possible.

A full or partial refund will only be provided where required by applicable law or where Dante’s Workshop expressly agrees otherwise.

Any refund required by law will be processed using the original payment method where reasonably possible.

Business Customers and Professional Services

Dante’s Workshop works with both private customers and professional clients. Business orders may range from standard product purchases to complex development, manufacturing and long term support agreements.

For lower value business purchases, or where no separate agreement has been made regarding servicing, maintenance or the continued operation of the supplied product, product related issues will generally be handled according to the same practical principles described in this policy, with repair or replacement being the preferred solution wherever appropriate.

Higher value projects, individually developed products and business contracts that specifically address warranty, servicing, maintenance or the operational lifecycle of the supplied product are handled individually under the terms agreed between Dante’s Workshop and the client.

For these projects, Dante’s Workshop can provide significantly more than the manufacture and delivery of a physical product. Depending on the project and the agreed scope, professional support may include:

• extended or project specific warranty arrangements
• full product lifecycle support
• long term repair and servicing
• scheduled and preventative maintenance
• on site maintenance and technical support
• installation and commissioning
• operational assistance
• inspection, diagnostics and troubleshooting
• replacement parts and service components
• modifications, upgrades and product updates
• technical documentation
• handling and operating instructions
• user or staff training
• product demonstrations
• assistance during deployment or operation

Where appropriate, Dante’s Workshop may assume responsibility for the continued technical support and servicing of a product throughout its agreed operational life.

The exact level of warranty, maintenance, service availability, response obligations and operational support is determined individually according to the nature, value, intended use and requirements of the project and may be incorporated into a separate business agreement.

For professional clients, our responsibility therefore does not need to end when the product is delivered. Dante’s Workshop can operate as a development, manufacturing and long term technical support partner, providing not only the physical product but also the service, expertise, support and responsibility required to keep it operational throughout its intended lifecycle.

High value and long term business projects are always assessed individually. This allows Dante’s Workshop and the client to establish a warranty, service and support structure specifically suited to the application rather than being limited to standard retail conditions.

Business customers interested in extended warranty, full lifecycle support, servicing, installation, commissioning, maintenance, operational assistance, training or other professional services are encouraged to discuss these requirements with Dante’s Workshop during the quotation and contracting process.