Terms and Conditions

You can shop with confidence at Vetro. Here you will find our terms and conditions for purchases on vetro.dk, in our showroom and via VETRO PRO.

Contact information

Vetro
Prøvestensbroen 3A, ground floor, left
2300 Copenhagen S
Denmark

E-mail: hello@vetro.dk
Phone: +45 24 95 33 47
CVR no.: 40053166

Handmade products

At Vetro we work with handmade glass. This means that each lamp and glass object has its own unique expression.

Minor variations in shape, color, pattern and size may therefore occur. Air bubbles, small tool marks, black dots, irregularities and variations in the glass structure are a natural part of the handmade Murano craft and are not considered defects or faults.

These variations are part of the lamp's character and make each product unique.

Payment

In our showroom you can pay with MobilePay, instant bank transfer or cash payment.

On vetro.dk you can pay with MobilePay, Apple Pay, PayPal, Visa/Dankort, Maestro and Mastercard. The amount will not be charged until your order is shipped.

All payments are securely processed via Shopify, which ensures encrypted handling of your card details. Vetro does not have access to your card data and can never charge an amount greater than what you approved at purchase.

Order confirmation

When you have completed your purchase, you will receive an order confirmation by e-mail.

When your order is packed and dispatched, we will send you another e-mail with tracking information so you can follow the parcel all the way.

Shipping and delivery

We offer free shipping on all orders.

Orders in Denmark and Europe are, as a rule, shipped with PostNord. International orders are shipped with PostNord or UPS. Some orders may be sent with another carrier depending on size, weight and delivery address.

You will always receive a tracking link when your order is packed.

Expected delivery time:

Denmark: 1–3 business days
Europe: 2–5 business days
Rest of the world: 3–10 business days

When delivering to non-bridge-connected islands, delivery time may be longer.

During sales periods, busy periods or delays with suppliers and carriers, longer delivery times may occur.

Transport and liability

At Vetro we work with fragile, handmade glass, and we know how important it is that your lamp arrives safely.

Therefore we pack all orders with great care in specially developed, shock-absorbing packaging tested for transporting glass. Each shipment is handled manually so your lamp is as well protected as possible during transport.

We ship insured with tracking and accept responsibility for the shipment until it is safely delivered to you.

All we ask is that you open and inspect your shipment within 24 hours after delivery. If, contrary to expectations, something has happened during transport, you must contact us as soon as possible at hello@vetro.dk and attach photos of:

The product
The packaging
The shipping label

Lack of documentation may mean we cannot process the case.

Not at home during delivery

As a rule, we send your order for delivery directly to your home.

If you are not at home when the carrier attempts delivery, the parcel will usually be left at the nearest collection point or delivery attempted again — depending on the carrier.

You will receive notification directly from the carrier with information on where and when you can collect the parcel or how to arrange a new delivery.

Collection and uncollected packages

For delivery to a parcel shop it is your responsibility to collect the parcel within the specified deadline.

If the parcel is not collected, it will be returned to Vetro, and a fee of 80 DKK will be charged for return shipping. This also applies to re-shipment or cancellation.

You cannot cancel your purchase simply by not collecting your parcel.

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B2C — terms for private customers

This section applies to private customers who shop on vetro.dk or in our showroom.

Right of withdrawal for online purchases

For online purchases on vetro.dk you as a private customer have 14 days' right of withdrawal from the day you receive your order.

If you wish to return an item, you must first contact us at hello@vetro.dk before you send the item back. This allows us to help you best and ensure a smooth process.

The right of withdrawal applies to orders delivered within the EU. Orders delivered to countries outside the EU, including the UK, cannot unfortunately be returned.

Pre-orders

For pre-orders you as a private customer have 14 days' right of withdrawal from the day you receive the item.

If you wish to withdraw from a pre-order after the item has been delivered, you must contact us at hello@vetro.dk within the withdrawal period.

Special orders

Special orders are not accepted for return.

A special order is an item that is manufactured, adapted or ordered specifically for you according to your wishes. This can for example be a special color, size, combination, mounting or other individual customization.

We will always point out if an order is considered a special order.

Returns from online purchases

When returning, the item must be sent back in the original packaging and in the same condition as when you received it.

The item may have been handled to the extent necessary to assess the product's appearance and function, but it must not have been put into actual use.

You are responsible for the item from the moment you receive it until it is returned to us. We therefore recommend that you use an insured and traceable shipment.

Shipping and return costs are not refunded.

Purchases in showroom

Purchases made directly in our showroom or when picking up at the warehouse are binding and cannot be returned.

However, we offer a 30-day exchange option to another color in the same size, so you have the opportunity to see the lamp in your home and ensure the color fits the room.

Exchange requires that the lamp is in the same condition as at purchase and presented with a receipt.

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B2B — terms for VETRO PRO and business customers

This section applies to business customers, including purchases made via the VETRO PRO portal, trade login, invoice purchases or other B2B agreements.

VETRO PRO

VETRO PRO is our universe for professional customers, including stylists, interior architects, shops, hotels, restaurants, companies and other business customers.

When you shop via VETRO PRO, you are acting as a business customer. B2B purchases are therefore not covered by the same consumer rights as private online purchases.

No right of return on B2B orders

Orders placed via the VETRO PRO portal are not accepted for return.

This also applies to B2B orders, trade orders, special orders, large project orders and items ordered specifically for a business customer.

We therefore always recommend that you contact us if you are unsure about color, size, mounting or expression before placing your order.

Handmade variations for B2B purchases

As all our lamps and glass objects are handmade, natural variations in color, shape, pattern, texture and size may occur.

Air bubbles, small tool marks, black dots, irregularities and variations in the glass expression are a natural part of the craft and are not considered defects or faults.

For B2B purchases, these natural variations are accepted as part of the product's character.

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Return address

Please send your return directly to our address:

Vetro
Prøvestensbroen 3A, ground floor, left
2300 Copenhagen S
Denmark

E-mail: hello@vetro.dk
Phone: +45 24 95 33 47

The return package must be sent directly to the address above. Unfortunately, we cannot accept return packages sent to a parcel shop or pick-up location.

We recommend that you send your return with PostNord or UPS and always choose a shipping method with tracking so the parcel can be followed all the way.

When we have received and processed your return, we will notify you. If the return is approved, the amount will be refunded to the same payment method used at purchase.

Please note that it may take a few days before the amount appears on your account.

Uncollected returns

Returns are only processed if you have informed us in advance.

Shipping and return costs are not refunded. Any additional costs related to uncollected parcels will be charged to the buyer.

Right to complain (warranty)

As a consumer you have a 24-month right to complain.

In the case of a justified complaint, the item may be repaired, exchanged, refunded or discounted depending on the specific situation.

A complaint must be made within a reasonable time after the defect is discovered. If you complain within 2 months after discovering the defect, the complaint will always be considered timely.

The right to complain does not cover normal wear and tear, incorrect use, damage occurring after delivery or conditions caused by lack of maintenance.

Natural variations in handmade glass — including air bubbles, small tool marks, black dots, irregularities and variations in color, shape and pattern — are not considered defects or faults.

Reservations

We reserve the right for errors, price changes, sold-out items, technical faults and delays beyond our control.

As our lamps and glass objects are handmade, minor variations may occur between product images and the actual product.

Complaint procedure

If you wish to complain about a purchase, we ask that you first contact us at hello@vetro.dk, so we can try to find a solution.

If we do not find a solution, you can contact:

Nævnenes Hus
Toldboden 2
8800 Viborg
Denmark

You can submit a complaint via Nævnenes Hus’ complaint portal.

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