Refund policy

Last Updated: 09/30/2025

At Antonio Lupi USA, each piece is a testament to Italian craftsmanship, custom-made exclusively for you. Our commitment is to deliver this exceptional quality to your home. This policy outlines our terms regarding returns, cancellations, and damages to ensure a transparent and seamless experience.

1. Our Final Sale Policy

Please understand that every item available on the Antonio Lupi USA website is custom-configured and produced-to-order in Italy specifically for your project. Full payment is required to begin the production process. Once an order is confirmed and sent to our artisans in Italy, it cannot be changed or cancelled.

For this reason:

  • All sales are final.
  • Items are non-cancellable, non-returnable, and non-refundable.

We strongly encourage you to verify all specifications, including dimensions, materials, and finishes, before confirming your order. Our expert team is available to answer any questions and provide guidance to ensure your selections are perfect for your space.

2. Damaged or Defective Items

While we do not accept returns, we are fully committed to ensuring your order arrives in perfect condition. If you choose curbside delivery, you assume all risk and responsiblity, including any defects or damages to your order.

In the rare event that an item arrives damaged or with a manufacturing defect, we will work with you to resolve the issue. Please follow these critical steps:

Step 1: Inspect Immediately Upon Delivery
You or your designated receiving agent must unwrap and thoroughly inspect all items before the delivery team leaves.

Step 2: Note All Damage on the Delivery Receipt or Bill of Lading
If you observe any damage to the item itself or to its packaging, you must make a specific, detailed note of the damage on the carrier's delivery receipt or bill of lading before you sign it.

IMPORTANT: Signing the delivery receipt without noting damage is a legal declaration, to the extent that you have received the items in perfect condition. Failure to note damage at this stage will prevent us from processing a damage claim on your behalf.

Step 3: Report Concealed Damage Within 48 Hours
If you discover damage after the delivery team has left ("concealed damage"), you must notify us in writing at [info@antoniolupiusa.com] within 48 hours of delivery. Your notification must include:

  • Your order number.
  • Clear photographs showing the damage to the item.
  • Clear photographs of the original packaging.

Our Commitment to Resolution
Upon receiving a valid and timely damage claim, we will determine the best course of action. This may include professional on-site repair, replacement of a specific part, or a full replacement of the item at our discretion. Please retain all original packaging until the claim is fully resolved.

3. Additional Policies

Cancellations & Exchanges: As all items are final sale and produced to order, we do not offer cancellations or exchanges.

Refused Deliveries: If you refuse delivery of an item that is in good condition, the transaction will remain a final sale. The item is non-refundable, and you will be responsible for all round-trip shipping, insurance, and any applicable storage fees.

Installation: Product prices do not include installation. Luca Lanzetta LLC is not responsible for the installation of any product. We recommend hiring a licensed, insured, and qualified professional for all installation work.

Natural Material & Finish Variations: Many of our products are crafted from natural materials like wood, marble, stone, and metal. Variations in grain, color, veining, and texture are inherent characteristics of these materials and are celebrated as part of their unique beauty. Similarly, artisanal finishes may have slight variations. These are not considered defects or evidence of damage to our products.

4. Contact Us

For any questions regarding our Return & Refund Policy, please contact our customer service team.