Terms & Conditions

Orders

All orders are subject to material availability.
When ordering to order, it is required to pay in full for the order and delivery at the time of ordering to confirm your order.
If the product is out of stock or there are no materials for its manufacture in stock, we will inform you by mail no later than 7 days about the date of manufacture and delivery date.
If the product is not marked "in stock", it is manufactured. Payment for such items is non-refundable after the product is under development.
You are responsible for checking that all the details of your order are correct and suitable for your requirements including measurements, dimensions, product features, access and delivery. If we attempt to make a delivery and cannot access the room of choice due to size restrictions then a delivery charge will be applicable to you and not refundable.
All of our furniture is handmade according to the dimensions offered on the website, however as all items are handmade please allow a +/- 5mm variance on sizes stated.
We reserve the right to refuse to serve an individual or company.
The price of any product may change from time to time, but changes will not affect any order we have accepted.
Please note, we do not accept cheques – sorry!

Please check the order details before placing an order as any changes in order after the item has been entered into production can increase the lead time.

How to place an order online

Choose the product
Choose the size option, wood finish, enamel finish, glass finish, stone finish. (Depending on the product)
Once you have completed the payment of your order, you will be sent an order confirmation email with the order details and the expected delivery date of your order. Please note the delivery and dispatch dates might be pushed for one week, you'll be notified about changes before the estimated dispatch date.
If at any time you want to know about the latest updates and the progress of your order, you can contact us by mail and we will respond to you within 5 days.

How to place an order through the email

Please email us all the details: Item model, size option, wood finish, enamel finish, glass finish, stone finish and all other details. (Depending on the product).
A link or invoice for the payment of your order will be sent to you by email.
When the payment is received the order confirmation will be emailed to you. Please note the delivery and dispatch dates might be pushed for one week, you'll be notified about changes before the estimated dispatch date.
If at any time you want to know about the latest updates and the progress of your order, you can contact us by mail and we will respond to you within 5 days.

We appreciate your trust in us for providing recommendations for the arrangement of our furniture. We strive to offer our best recommendations based on standard sizes and the typical space needed for comfortable use. However, since the design and dimensions of the space and other items can vary greatly, we recommend that you check the dimensions in your specific space as well as pieces of furniture or equipment to make sure that they will be conveniently combined with our items. We want your use to be as pleasant as possible, so taking the time to measure can be an important step in achieving this goal. Please note that while we provide recommendations to the best of our ability, we cannot take responsibility for any discrepancies between the capacity we offer and the actual installation.

Placing the order through the phone

Please note we don’t accept orders through the phone.

Returns and cancellations

We are sure that you will be very satisfied with your purchase. However, if you are not completely satisfied, you can return it to us within 14 days of delivery, provided that the item has not been used, is not damaged and is in its original packaging and was in stock when you bought it. Please contact us for information on how to make your refund.*

If you order an item that is in stock you may cancel your order any time prior to delivery and not incur any costs as long as the items have not been dispatched for delivery.
As long as the items are not damaged after delivery we are happy for items to be returned 14 days after delivery and offer a refund. Please note your initial delivery cost cannot be reimbursed.
If the product is not marked with the label "in stock", it is made individually and the cost is not reimbursable for the product. As well as the cost of delivery.
If the product is not marked with the "in stock" label, it can be canceled if it did not get into production.
If you believe any of our products to be of an unsatisfactory quality please contact us immediately (please see contact details on out website).
If a product has a defect we will endeavour to replace, take the item away for repair or repair on site. A replacement will be made on final inspection if at all necessary. The original item will be removed.
To arrange the collection the product needs to be disassembled and repackaged.
Collection costs for returns are to be covered by customers. Delivery charge is also non-refundable.
A collection charge will apply if a return is requested for reasons other than damage or defect. For example dislike of colour, design etc.

* Except for orders not out of stock. Items that are not marked as "in stock" are non-refundable.

Refund

A full refund is issued if you return your whole order in 14 days, we'll give you a full refund. Please take note, a collection fee will be applied and the delivery fee will not be reimbursed.
A partial refund is issued if you return only part of your order. Please take note, that the delivery fee will not be reimbursed.
Please take note that for security reasons, we can only make refunds to the original payment method you used to place your order.
Refunds for individual orders (not out of stock), are not subject to refund, as well as the cost of delivery.

Delivery details

Delivery prices shown on the website are suitable for Europe. Please contact us for more information regarding delivery to other destinations. It is your responsibility to ensure that your furniture items you have ordered will fit into the room for which they are intended, that they will fit through all access points to the room, and that there is sufficient access for our delivery vehicle to reach the delivery address. If we attempt to make a delivery and cannot access the room of choice due to size restrictions then a delivery charge will be applicable to you and not refundable.
It is your responsibility to advise us of any non-standard delivery circumstances that may apply at the point of ordering.

Where delivery bookings have been made: if you are unavailable to take delivery of your furniture order after agreeing delivery dates with us re-delivery charges may also apply.

Once a delivery date is agreed and is cancelled by you for more than one week storage costs may be incurred which you will be responsible.

As your item is handmade lead times for the item vary. If items are in stock they can be delivered to you within 14 days. If not, the usual lead time is usually from 2-10 weeks. Occasionally unforeseen circumstances may occur which ‘Palo Nero’ has no control over, for this reason please be aware that under these circumstances lead times may extend up to 20 – 24 weeks for which we cannot be held responsible. We will endeavour to keep you informed at all times.

An adult must be present at the delivery address to carefully check the unwrapped products, sign and acknowledge receipt in a safe and satisfactory condition. Please report any defects on delivery.

The delivery crew will not attempt delivery if there are health and safety issues or where damage to your home may result and they will not remove doors and/or windows.

The delivery crew reserve the right to refuse to move items within your home if there is a risk of damage to the item or to your home and property. You will be responsible for moving the item(s).

We carry the risk of loss or damage to the products until you receive them. The products belong to you when you have received them and paid in full.

Please check the package for any damages on delivery. If you have any suspicions, that your item is damaged, you have to leave a note or get delivery driver to leave a note about the damaged packaging in proof of delivery. If you fail to report the damage, we won’t be able to reimburse for damages.
In case you need to postpone the delivery, we can hold the item at our warehouse for up to 3 weeks free of charge starting from the arrival date. For prolonged storage fees may apply.

Disclaimer: Our pieces of furniture are designed and manufactured only for normal intended use. Despite the fact that our items are strong and well constructed, they are not designed to withstand the weight of a person. Leaning heavily on an object, sitting, standing or jumping on it can cause damage and potentially injury. Improper use of the product in this way is not only potentially dangerous, but may also void any warranty associated with the product. By using the items, you agree to use it in the manner for which it is intended, and acknowledge that failure to comply with this requirement may result in damage and potential personal injury. Please make sure that all users of the subject are familiar with these recommendations.

The wooden product is made in such a way as to ensure durability and beauty. To ensure the durability and appearance of your table, please follow these recommendations for proper use and maintenance: Protect the device from extreme temperatures and direct sunlight, as they can cause cracking or deformation. Use coasters, cutlery napkins and tablecloths to protect against spills and stains. Regularly wipe the items from dust to prevent scratches and keep it smooth and polished. Store items in a dry place with stable temperature and humidity. Avoid overloading items with heavy objects or excessive weight. Clean and dry the item immediately after any spills or exposure to liquids. Failure to comply with these recommendations or exposure to conditions such as fireplaces, large open-plan windows, heaters, or humidity levels below the recommended level may void the warranty and damage items.

The recommended level for ideal furniture storage conditions is:

Temperature: 15°C and 27°C

Humidity: Between 40% and 60%