Right of withdrawal

In line with the new EU Directive of 23 June 2011 on online consumer rights:

Customers have the right of withdrawal to back out of a distance contract, without penalties and without giving reason, within a 14 working days period starting from the delivery day.

The right of withdrawal has to be stated by sending a written communication to Doc creativity soc. Coop. within the stipulated period.

Customers can not exercise their right of withdrawal on orders regarding custom-made products or not prefabricated products, manufactured according to a specific customer’s choice (the law specifies that the right of withdrawal cannot be exercised on “custom-made or clearly customizable products“). These conditions apply to most of our products; Furthermore customers can not exercise their right of withdrawal for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, and were unsealed after delivery. In any case customers can not exercise their right on the advance payments.

The right of withdrawal can not be exerted on not customizable products in the following cases: products purchased with VAT number for professional aims, products included in a contract negotiated at Doc creativity soc. Coop. offices and then finalized by passing an online order.

Customers have to return the product at their own expenses to Doc creativity soc. Coop. within 14 working days starting from the delivery day. Moreover, the product must not be damaged, used and must be given back in its own original package.

If the right of withdrawal is exerted according to the following directives, Doc creativity soc. Coop. will pay the customer back with the exclusion of the shipping costs for the returning of the goods, after having received all returned products and after having verified their perfect status and the perfect status of the original package of the product. In case customers don’t respect Right of Withdrawal directives and terms, Doc creativity soc. Coop. will not be able to refund any kind of sum: we can only send back the product at customer’s own expenses.


all products in the catalog are hand made and as such should be considered unique pieces so small defects that do not affect their use are part of the product itself.

Digital products

By law, the customer who purchases as a consumer has an automatic legal right to withdraw from contracts relating to the purchase of digital content on www.stenopeika.com . The same applies if the user purchases a subscription for digital content. However, when purchasing digital content on www.stenopeika.com, the user acknowledges that such digital content will be immediately available to him and consequently agrees to waive his automatic legal right of withdrawal. In the case of reservations, the user waives his automatic legal right of withdrawal from the moment the Product is made available to him.


The items always travel at the customer’s risk (Article 1510 of the italian Civil Code). Our responsibility is limited to the delivery of the goods to the courier; once the items leave our warehouses it is no longer under our responsibility. This means that if the customer receives the items damaged during transport he can not claim compensation in any way to our company. However, we give customers the possibility to secure the shipment request and payment of the amount equal to the additional service. If the shipment is insured with this procedure by the customer, the items are fully protected; if the items arrive damaged, the customer must promptly notify us, and after a verification of the material on our part (through referral by the customer or in some cases explicitly accepted by us by photographic proof) we will proceed to the re-shipment of the items.