Refund policy
ITALORA
RETURN & REFUND POLICY
Effective Date: October 29, 2026
1. ABOUT THIS POLICY
ITALORA is a registered business name of TRUENORTH COMMERCIAL GROUP INC., an Ontario corporation.
This Return & Refund Policy applies to purchases made through the ITALORA online store for delivery within Canada and the United States.
We offer voluntary returns for eligible products according to the product-specific periods and conditions outlined below.
These voluntary return terms are separate from, and do not limit, mandatory consumer rights under applicable law.
2. PRODUCT-SPECIFIC RETURN PERIODS AND RESTOCKING FEES
The following conditions apply to voluntary change-of-mind returns of non-defective products.
ITALORA Porcelain Dinnerware
Return Period: 30 days
Restocking Fee: None
CLAIRE & CHIC Porcelain
Return Period: 30 days
Restocking Fee: None
MURATERA Crystal & Decorative Accessories
Return Period: 14 days
Restocking Fee: None
GIOVANNI Cast Bronze Sculptures
Return Period: 7 days
Restocking Fee: 15%
GIOVANNI Cast Bronze Sculptures – In-Store Returns Only
For voluntary change-of-mind returns, GIOVANNI cast bronze sculptures must be returned in person to our designated return location within 7 days of delivery. A 15% restocking fee applies. Customers must contact ITALORA in advance to arrange the return and receive the designated return location and instructions. This requirement does not limit any mandatory consumer rights or remedies under applicable law.
Paintings & Wall Art
Return Period: 14 days
Restocking Fee: 10%
ARTIVELLO Furniture
Return Period: 14 days
Restocking Fee: 10%
The return period begins on the date the product is delivered to the customer.
A voluntary return request must be submitted within the applicable return period.
Restocking fees are calculated as a percentage of the returned product's purchase price, excluding separately stated taxes and shipping charges, and apply only where legally permitted.
For voluntary change-of-mind returns, customers are responsible for return shipping costs.
Original shipping charges are non-refundable unless otherwise required by law.
3. ELIGIBILITY FOR VOLUNTARY RETURNS
To qualify for a voluntary change-of-mind return:
- The item must be unused, unaltered, and in its original condition.
- The item must be free from customer-caused damage.
- All original accessories, components, and protective packaging must be included.
- Dinnerware sets must contain all originally supplied pieces.
- A return request must be submitted within the applicable return period.
- Customers must obtain return instructions before shipping an item back.
- The item must be securely packaged to prevent damage during return transportation.
ITALORA may decline voluntary returns that do not meet these conditions.
These restrictions do not apply where inconsistent with mandatory consumer protection rights.
4. RETURN SHIPPING AND PACKAGING
For voluntary change-of-mind returns, the customer is responsible for the cost of return shipping and suitable protective packaging.
Fragile, valuable, and oversized items should be shipped using an appropriate tracked and insured transportation service.
Customers are responsible for damage caused by inadequate return packaging or mishandling attributable to them, to the extent permitted by law.
ITALORA may refuse or adjust a voluntary refund where returned merchandise has suffered customer-attributable damage, subject to applicable law.
The return destination and instructions will be provided after the return request is reviewed.
5. FURNITURE, SCULPTURES, AND OVERSIZED ITEMS
Furniture, cast bronze sculptures, large artwork, and oversized decorative products require particular care during handling and return transportation.
For eligible voluntary returns:
- Products must remain unused and undamaged.
- All supplied components must be included.
- Items must be suitably protected for return transportation.
- Customers are responsible for arranging and paying for return transportation.
- Applicable restocking fees are disclosed in Section 2.
A product's size, weight, or fragility does not remove any mandatory legal rights or remedies.
6. DAMAGED, DEFECTIVE, INCORRECT, OR MISREPRESENTED PRODUCTS
If an order arrives damaged, defective, incorrect, or materially different from its description, please contact:
support@italora.ca
We encourage customers to report visible shipping damage within 48 hours after delivery, whenever reasonably possible.
Please provide the order number, a description of the issue, and photographs of the product and packaging where available.
The 48-hour period is a recommendation, not a deadline that eliminates statutory rights.
Where ITALORA is responsible for a valid claim, the appropriate remedy may include:
- Repair
- Replacement
- Refund
- Another remedy required by applicable law
No restocking fee will be charged for a valid seller-attributable claim.
ITALORA will cover necessary return transportation costs where required by applicable law or where ITALORA accepts responsibility for the issue.
7. DELIVERY INSPECTION
Customers are encouraged to inspect their orders promptly upon delivery.
For deliveries made by ITALORA or its authorized delivery representatives, customers may be asked to acknowledge receipt and the apparent condition of the delivered items.
Visible damage or missing components should be documented whenever practical.
Signing a delivery receipt does not waive statutory rights relating to concealed damage, defects, or other legally protected claims.
8. REFUNDS FOR VOLUNTARY RETURNS
Once an authorized voluntary return is received, ITALORA will inspect the returned merchandise.
Approved refunds will be issued to the original payment method, less any previously disclosed and legally permitted restocking fees or other lawful adjustments.
Voluntary refunds will generally be initiated within 5–10 business days after return approval.
Payment providers may require additional time to credit the customer's account.
Applicable taxes will be adjusted or refunded as required by law.
Where a mandatory legal refund deadline applies, that deadline takes precedence over this voluntary return procedure.
9. CUSTOM-MADE, PERSONALIZED, AND FINAL-SALE ITEMS
Custom-made, personalized, and made-to-order products may be excluded from voluntary change-of-mind returns where the exclusion is permitted by law and clearly disclosed before purchase.
Products expressly identified as Final Sale, including eligible clearance merchandise, may also be excluded from voluntary returns where permitted by law.
Gift cards are not eligible for voluntary cash refunds except where required by law.
These exclusions do not override mandatory rights concerning defective, damaged, incorrect, or misrepresented products, or statutory cancellation rights that cannot legally be excluded.
10. ORDER CANCELLATION BEFORE SHIPMENT
Customers may request cancellation by contacting support@italora.ca before an order ships.
For ordinary voluntary cancellation requests, approval depends on the order's processing status, any clearly disclosed special-order conditions, and applicable law.
Where the customer has a statutory right to cancel, ITALORA will honour that right.
If ITALORA cannot ship within the promised timeframe, customers will receive the legally required notice, cancellation options, and refunds.
For orders subject to the United States FTC Mail, Internet, or Telephone Order Merchandise Rule, ITALORA will comply with applicable shipment timing, delay-consent, cancellation, and refund requirements.
11. STATUTORY CANCELLATIONS AND MANDATORY CONSUMER RIGHTS
Voluntary return periods, restocking fees, packaging conditions, and customer-paid return shipping provisions do not override mandatory consumer protection laws.
Where a customer is legally entitled to cancel a contract or obtain a remedy:
- ITALORA will honour the applicable statutory cancellation or remedy.
- No unauthorized restocking, handling, or return shipping deductions will be imposed.
- Refunds will include all amounts required by applicable law.
- Refunds will be initiated within the applicable statutory timeframe.
- Return instructions and transportation arrangements will comply with applicable legal requirements.
- Internal inspections or approval procedures will not delay a refund beyond a mandatory legal deadline.
For eligible statutory cancellations in British Columbia, refund timing and return procedures will follow the applicable provisions of the Business Practices and Consumer Protection Act.
For eligible statutory cancellations of online purchases in Quebec, refunds and reasonable return transportation expenses will be handled according to Quebec consumer protection requirements.
Nothing in this policy excludes, restricts, or waives any mandatory consumer protection right or remedy available under applicable Canadian or United States law.
12. HOW TO REQUEST A RETURN
To request a return, email:
support@italora.ca
Please include:
1. Your order number.
2. The product name.
3. The reason for the return.
4. Relevant photographs, where applicable.
Our customer support team will review the request and provide return instructions.
For voluntary returns, do not send merchandise to our business address without receiving return instructions.
Where a statutory cancellation right applies, the customer may exercise that right through any legally permitted method, regardless of the voluntary return authorization procedure.
13. LEGAL SELLER AND CONTACT INFORMATION
ITALORA
A registered business name of:
TRUENORTH COMMERCIAL GROUP INC.
Business Name Registration Number (BIN): 1001478900
Business Address:
1168 Caledonia Road
North York, Ontario M6A 2W5
Canada
Customer Support:
support@italora.ca
The business address is not automatically the return shipping destination. Appropriate return instructions will be supplied upon request, subject to applicable law.
14. POLICY UPDATES
ITALORA may update this policy periodically.
The policy applicable to a purchase will be determined by the terms disclosed and agreed to at the time of purchase, together with any mandatory legal requirements.
Changes will not retroactively reduce existing contractual or statutory consumer rights.