Terms of Use and Made-to-Order Sales Conditions

This website is operated by [Legal company name / Full name], with registered office at [full address], VAT number / tax code [●], REA [●], email: [studio@syntra.design], certified email [●] (“SYNTRA”, “we”, “us”).

The website presents SYNTRA’s work, objects and services. It is not an online store and does not enable immediate purchase through a checkout. Orders are handled individually through request, quotation and written confirmation.

1. Scope of application

These Terms govern:

• use of the website;
• requests relating to collection objects, bespoke projects, contract services, consulting and collaborations;
• the possible subsequent conclusion of contracts between SYNTRA and the customer.

For each order, the quotation and order confirmation issued by SYNTRA prevail over these Terms where they contain different specific conditions.

2. Website information and availability

The information, images, technical sheets, renderings, dimensions, weights, finishes and prices published on the website are descriptive and for information purposes.

SYNTRA takes reasonable measures to represent products accurately. However, natural or artisan-worked materials — including stone, marble, leather and metal — may show variations in veining, tone, texture, finish and workmanship marks. Such variations are inherent characteristics of the material and are not defects unless they differ substantially from the specifications agreed in writing.

SYNTRA may update, modify, suspend or withdraw products, prices, finishes and website content at any time, without affecting orders already confirmed in writing.

3. Requests and conclusion of the contract

Sending a request by email, contact form or another channel indicated on the website:

• does not constitute a binding order;
• does not entail automatic acceptance by SYNTRA;
• does not guarantee availability, price or delivery times.

After receiving a request, SYNTRA may send the customer a quotation containing, where applicable:

• description of the product or service;
• technical specifications and finishes;
• quantity;
• price, VAT and additional costs;
• any delivery, installation, packaging or export costs;
• estimated production and delivery times;
• payment terms;
• rules applying to changes, cancellations and withdrawal;
• any special project conditions.

The contract is concluded exclusively when SYNTRA sends a written order confirmation after receiving acceptance of the quotation from the customer and, where required, payment of the deposit.

4. Prices, taxes and payment

Prices published on the website are in euro and clearly indicate whether VAT is included or excluded. Unless otherwise stated in the quotation, they do not include delivery, handling, installation, insurance, customs duties, import taxes or other costs applicable to the final destination.

For confirmed orders, SYNTRA normally requires:

• a 30% deposit upon order confirmation;
• the remaining 70% before shipment, delivery or installation, unless otherwise agreed in writing.

Payment methods, bank details and any due dates will be stated in the quotation or invoice.

Production begins only after the deposit has been effectively received and the necessary specifications have been defined in writing.

5. Made-to-order production, changes and cancellations

Every SYNTRA object is made to order. The standard indicative production lead time is 6–8 weeks from order confirmation and definition of the specifications; different times may apply to special projects, contract supplies or international deliveries.

Before production begins, SYNTRA may accept changes to the specifications only where technically and organisationally possible. Changes to materials, dimensions, finishes, timings or costs will be communicated and must be approved in writing by the customer.

After production has started, cancellations or changes may no longer be possible. The treatment of any retained deposit, costs already incurred and work already carried out will be set out in the quotation and order confirmation, in compliance with applicable law.

6. Delivery, transport and inspection

Delivery methods, address, estimated date and delivery costs are defined in the quotation or order confirmation.

The customer is responsible for providing correct and complete information concerning access, floors, lifts, stairs, load restrictions, schedules and any other condition relevant to delivery. Additional costs arising from missing or inaccurate information may be charged to the customer, subject to agreement or as provided in the quotation.

At delivery, the customer or their representative is invited to check the external condition of the packaging and the product. Any visible damage or anomaly should be noted on the carrier’s document and communicated to SYNTRA within [48 hours / other reasonable period] of delivery, together with photographs.

This procedure does not limit mandatory consumer rights recognised by law, including those relating to conformity of the goods.

7. Right of withdrawal and customised products

Where the customer acts as a consumer and the contract is concluded at a distance, the right of withdrawal provided by applicable law may apply.

However, to the extent permitted by law, the right of withdrawal does not apply to goods made to measure or clearly personalised on the basis of the customer’s specific requirements.

For this clause, a product is considered customised where it includes, for example, non-standard dimensions, materials or finishes specifically chosen by the customer, engravings, dedicated project configurations or other characteristics not intended for ordinary sale.

The mere made-to-order production of a standard product does not automatically exclude the right of withdrawal. Where this right applies, SYNTRA will provide the customer with the information and form required by law before the contract is concluded.

For bulky goods that cannot normally be returned by post, SYNTRA will indicate in advance, where applicable, the cost or an estimate of the return cost.

8. Legal guarantee and complaints

For consumer customers, the legal guarantee of conformity provided by applicable law applies. Nothing in these Terms limits mandatory rights recognised by law.

To report a problem relating to a product, the customer may write to [studio@syntra.design], stating the order number, a description of the issue and useful photographs.

SYNTRA will assess the report and, where applicable, propose the solutions provided by law or contract, such as repair, replacement, price reduction or refund.

9. Intellectual property

All website content, including texts, images, photographs, drawings, renderings, logos, trademarks, layouts, models and graphic materials, is owned by SYNTRA or the respective rights holders and is protected by applicable law.

Reproduction, distribution, modification, commercial use or creation of derivative works without prior written authorisation is prohibited.

10. Proper use of the website

The user undertakes not to use the website for unlawful purposes, interfere with its operation, introduce malware or collect data or content through automated systems without authorisation.

SYNTRA may limit or interrupt access to the website in the event of improper, unlawful or harmful use affecting its rights or those of third parties.

11. Privacy and third-party links

Personal data are processed in accordance with SYNTRA’s Privacy Policy, available at [link to Privacy Policy].

The website may contain links to third-party websites or services. SYNTRA does not control such services and is not responsible for their content, policies or processing of personal data.

12. Limitation of liability

To the extent permitted by law, SYNTRA is not liable for indirect damage, loss of profit, loss of data or consequential damage arising from use of the website.

Nothing in these Terms excludes or limits SYNTRA’s liability where such exclusion or limitation is not permitted by law, including liability relating to mandatory consumer rights.

13. Governing law and jurisdiction

These Terms and contracts concluded with SYNTRA are governed by Italian law.

Where the customer acts as a consumer, the jurisdiction of the court of the consumer’s residence or domicile remains unaffected where provided by applicable law.

For contracts concluded with parties not acting as consumers, the courts of [city] shall have exclusive jurisdiction, unless otherwise agreed in writing.

14. Contact

For questions relating to the website, products, orders or these Terms:

[Legal company name / Full name]
[Full address]
VAT number / tax code: [●]
Email: [studio@syntra.design]
Certified email: [●]
Telephone: [●]