Terms & Conditions

These Terms & Conditions govern access to the DONÓ Design website, the purchase of products, the commissioning of made-to-order pieces, the use of our digital channels and the relationship between DONÓ Design and its clients.

By accessing the website, making a purchase, requesting a quotation, approving a project or using our services, you acknowledge that you have read, understood and accepted these Terms.

We also recommend reading our Privacy Policywhich explains how we process your personal data.

1. About DONÓ Design

DONÓ Design is an independent design studio based in São Paulo, Brazil, dedicated to the creation of furniture, lighting, objects and special projects.

DONÓ pieces are produced in small batches through artisanal or semi-artisanal processes, involving natural materials, manual techniques, technical suppliers, artisans and local manufacturers.

DONÓ Design
Location: São Paulo, Brazil
Email: [[email protected]]

2. Products available on the website

The DONÓ website may feature:

• ready-to-ship pieces;
• made-to-order pieces;
• customisable pieces;
• limited editions;
• collection products;
• special projects;
• objects, lighting and furniture;
• pieces sold directly by DONÓ or through partners, galleries and marketplaces.

The availability of each product will be indicated on the respective product page or confirmed through customer support.

Certain pieces may be temporarily unavailable, in production, on display, reserved or subject to specific manufacturing lead times.

3. Artisanal characteristics and product variations

DONÓ pieces are produced using natural materials and processes that may involve woodworking, casting, machining, hand-finishing, staining, resin, metal, glass, textile work and artisanal assembly.

As a result, variations may occur between one piece and another, including:

• tone and colour variation;
• wood grain;
• knots, natural markings and material patterns;
• surface texture;
• subtle finish variations;
• colour variation in stained pieces;
• process marks in cast metals;
• subtle differences in transparency, gloss or colouring in resin;
• inherent variations in fabrics and natural materials.

These characteristics are part of the nature of the materials and the language of DONÓ’s work. They are not considered defects when they do not compromise the structure, function or integrity of the piece.

4. Website images, colours and information

DONÓ seeks to present images, descriptions, dimensions and technical information as accurately as possible.

However, images displayed on the website may vary according to:

• photographic lighting;
• image editing;
• screen settings;
• material batch;
• manual process;
• scale of the piece;
• natural surface variations.

Dimensions provided may present slight variations due to artisanal production or the nature of the material.

If you have questions regarding dimensions, finish, colour or intended use of a piece, please contact us before completing your purchase.

5. Pricing and payment

Product prices will be displayed in Brazilian Reais (BRL), unless otherwise stated on international pages or platforms.

Prices may be updated at any time without prior notice, while confirmed orders will be honoured at the agreed value.

Payment may be made through the methods available at checkout or arranged directly through customer support, including, where applicable:

• credit card;
• Pix;
• bank slip (boleto);
• bank transfer;
• payment links;
• payment methods offered by partner platforms.

Order confirmation is subject to payment approval and validation of the information provided by the client.

6. Shipping and logistics

Delivery charges are not necessarily included in the price of the item, unless expressly stated.

Shipping costs may vary depending on:

• delivery address;
• weight;
• volume;
• fragility;
• value of the item;
• mode of transport;
• need for special packaging;
• domestic or international delivery.

For large, fragile, heavy or high-value items, shipping costs may be calculated individually before or after purchase. Where necessary, DONÓ will contact you to confirm the best logistics solution.

7. Made-to-order production

Many DONÓ pieces are made to order on a small scale, taking into account the time required for production, finishing, curing, assembly, inspection and packaging.

Production lead times may vary depending on:

• the complexity of the piece;
• availability of raw materials;
• artisanal processes involved;
• technical suppliers;
• casting, machining, upholstery or finishing;
• requested customisation;
• order volume.

The estimated lead time will be stated on the product page, in the quote or by our customer service team.

As this is a handmade, made-to-order production process, lead times may be subject to change due to external or technical factors. Should this occur, DONÓ will communicate this to the customer transparently.

8. Customisations and special projects

DONÓ can develop custom pieces, bespoke fittings, specific finishes, variations in materials and special projects for clients, architects, brands, companies, galleries or institutions.

Custom projects may require:

• a briefing;
• a specific quote;
• approval of the proposal;
• payment of a deposit;
• selection of materials;
• technical approval;
• a specific schedule;
• specific cancellation or alteration conditions.

Once the project has been approved and production has commenced, alterations may not be possible or may incur additional costs.

Customised pieces or those produced to individual specifications may be subject to specific cancellation, exchange or return conditions, always in accordance with applicable legislation and the warranty against manufacturing defects.

9. Delivery times

The total delivery time may include:

• payment confirmation time;
• production time, where applicable;-
• packaging time;
• pickup time;
• transport time;
• carrier delivery time.

DONÓ may provide an estimated delivery time, but the final timeframe may vary depending on the destination, carrier, volume, logistics availability, public holidays, external events or circumstances beyond the studio’s control.

For special deliveries or larger items, logistics arrangements may be made directly with the customer.

10. Delivery and receipt of the piece

Upon receipt, we recommend that the customer checks:

• the condition of the packaging;
• signs of tampering;
• visible damage;
• external defects;
• the identification of the package;
• the overall condition of the piece.

If you identify any damage to the packaging or the part, take photographs immediately before discarding any protective material.

If possible, report the incident to the carrier at the time of delivery.

To ensure a proper assessment, the original packaging must be retained until the analysis is complete.

11. Damage during transport

All pieces are inspected and packaged with care before shipping.

However, if damage occurs during transport, the client must contact DONÓ Design within up to 3 calendar days of receiving the order.

• order number;
• full name;
• photos of the outer packaging;
• photos of the internal protection;
• photos of the item;
• brief description of what happened;
• date of receipt.

DONÓ will assess the case and may contact the carrier, insurer or logistics partner, or propose an appropriate solution.

Failure to notify us within the specified timeframe may make it difficult to determine who is liable for the logistics.

12. International shipping

DONÓ may arrange international shipments, subject to logistical availability and transport feasibility.

For international purchases, the customer is responsible for:

• import duties;
• local taxes;
• customs charges;
• clearance fees;
• documentary requirements of the destination country;
• additional costs determined by local authorities.

These amounts are not included in the price of the item or in the delivery charge, unless expressly stated.

DONÓ may assist with information and documentation relating to export, but has no control over deadlines, costs or customs requirements in other countries.

13. Care and proper use

DONÓ items must be used for their intended purpose and in accordance with the guidelines on the Cuidados.

In general, it is recommended to avoid:

• direct and continuous exposure to sunlight;
• outdoor areas, unless the product is specifically designed for such use;
• humid conditions;
• exposure to rain;
• excessive heat;
• direct contact with liquids;
• sharp objects;
• abrasive products;
• alcohol, solvents, bleach or harsh cleaning agents;
• overloading;
• improper use;
• dragging the item across the floor;
• unauthorised modifications or repairs.

Failure to follow the usage and care guidelines may compromise the finish, structure and warranty coverage.

14. Warranty

DONÓ Design offers a 24-month warranty against manufacturing defects, considering normal indoor use and proper maintenance.

The warranty covers manufacturing defects relating to materials, structure or finish, provided that the product has been used under normal conditions, indoors, and in accordance with the care instructions.

This contractual warranty is in addition to the rights provided for under applicable legislation.

15. What the warranty covers

The warranty may cover:

• structural faults arising from manufacturing;
• assembly defects;
• finishing defects not resulting from use;
• problems demonstrably related to materials or production processes;
• non-conformities identified within the warranty period.

The solution may include, subject to technical assessment:

• repair;
• component replacement;
• product replacement;
• an equivalent solution, should the original material or finish no longer be available.

16. What the warranty does not cover

The warranty does not cover:

• damage caused by improper use;
• falls, impacts or accidents;
• scratches, stains, dents or signs of wear and tear;
• exposure to sunlight, damp, rain, excessive heat or cold;
• outdoor use without specific instructions;
• damage caused by chemicals, abrasives or improper cleaning;
• natural wear and tear of the material;
• natural variations in colour, grain, texture or surface;
• natural movement of the wood;
• micro-cracks, shrinkage or expansion resulting from an unsuitable environment;
• alterations, repairs or modifications carried out by third parties;
• damage caused by transport carried out by the customer or by third parties not contracted by DONÓ;
• improper installation or assembly;
• intensive commercial use without appropriate specification;
• damage caused by improper storage.

Natural variations in materials are not considered defects.

17. How to make a warranty claim

To make a warranty claim, please contact DONÓ via email or WhatsApp, providing:

• full name;
• order number;
• proof of purchase;
• photos of the item;
• a description of the problem;
• details of the environment and conditions of use.

DONÓ may request additional images, videos, an in-person inspection, the return of the item, or a technical assessment.

If a defect covered by the warranty is found, the appropriate solution will be recommended.

Costs relating to transport, collection, delivery or travel will be assessed on a case-by-case basis and in accordance with the identified liability.

18. Right of withdrawal and returns

For purchases made via the website or digital channels, customers may request a return on the grounds of withdrawal within 7 calendar days of receiving the product, in accordance with applicable legislation.

For the return to be considered, the product must be:

• unused;
• in perfect condition;
• free from signs of improper assembly, damage or tampering;
• complete;
• with accessories, documents and components;
• preferably in the original packaging;
• in a condition suitable for resale.

The customer must contact DONÓ before sending any return.

19. Made-to-order, personalised or bespoke items

Items that are made-to-order, personalised, bespoke or produced to the customer’s individual specifications may be subject to special cancellation and return conditions.

As they are created or produced in response to a specific request, such items may not be eligible for return due to a change of mind once they have been approved and production has commenced, particularly where they cannot be resold as a standard product.

Each case will be assessed individually by DONÓ, in accordance with applicable legislation and consumer rights.

This condition does not limit the warranty in the event of a proven manufacturing defect.

20. Return costs

Return shipping terms will be assessed according to the reason for the request.

In the event of a change of mind, our customer service team will inform you of the procedures and costs, in accordance with applicable legislation and the shipping method.

In the event of a proven defect or an error attributable to DONÓ, the matter will be handled by the studio.

The returned product remains the customer’s responsibility until it is received and inspected by DONÓ, unless the logistics are arranged directly by the studio.

We recommend using a traceable, insured delivery service that is appropriate for the value and fragility of the item.

21. Refunds

Upon receipt and inspection of the returned product, DONÓ will notify you whether the return has been approved or rejected.

Where applicable, the refund will be issued via the same payment method used for the purchase or via another method agreed between the parties.

Processing times may vary depending on the payment platform, bank, card issuer or financial intermediary.

DONÓ may refuse or reduce the refund if the item is returned showing signs of use, damage, missing components, inadequate packaging or a condition unsuitable for resale.

22. Order Cancellation

Orders for products in stock may be cancelled prior to dispatch by contacting customer services.

Made-to-order, customised or special project orders may be subject to specific cancellation conditions, particularly once they have been approved, materials have been purchased or production has commenced.

Where a deposit, design fee or payment for materials has been made, a refund may be partial or not applicable, depending on the stage of the project, the approved quote and applicable legislation.

23. Products purchased through partners, galleries or marketplaces

DONÓ products purchased via galleries, marketplaces, partner shops or external platforms may be subject to those platforms’ commercial policies, delivery times, payment terms, returns procedures and customer service.

In such cases, the customer should also consult the terms and conditions of the platform where the purchase was made.

DONÓ may assist with technical guidance and warranty assessment where applicable.

24. Services for architects, designers and professionals

DONÓ works with architects, interior designers, curators, galleries, shops, brands and companies.

Terms and conditions, commissions, bespoke projects, deadlines, specifications and professional support can be agreed on a case-by-case basis.

You can get in touch via the contactpage, email or WhatsApp.

25. Projects for brands and companies

DONÓ develops bespoke projects for brands and companies, including objects, trophies, made-to-order collections, corporate gifts and designs created from scratch.

Each project will have a specific budget, scope, deadline, payment terms, rights of use, production and delivery arrangements.

Bespoke projects may require formal approval before production begins.

26. Intellectual property

All content on the DONÓ website, including text, images, photographs, designs, products, collection names, visual identity, concepts, graphic materials and other creative elements, is the property of DONÓ Design or authorised third parties.

The reproduction, copying, distribution, modification, commercial use, publication or exploitation of any content without prior written authorisation is prohibited.

The purchase of an item does not transfer to the customer any copyright, industrial property rights, image rights, reproduction rights or commercial exploitation rights over the design, product, photograph or related content.

27. Use of the website

The user undertakes to use the website in an appropriate, lawful and respectful manner.

The following is prohibited:

• attempting to access restricted areas;
• interfering with the operation of the website;
• providing false information;
• placing fraudulent orders;
• copying content without authorisation;
• infringe intellectual property rights;
• engage in any act that harms DONÓ, other users or third parties.

DONÓ may suspend or cancel orders and access in the event of suspected fraud, misuse or breach of these Terms.

28. Limitation of Liability

DONÓ accepts no liability for:

• temporary unavailability of the website;
• failures on the part of third parties, payment platforms, hosting providers, carriers or external services;
• logistical delays beyond the studio’s control;
• improper use of the items;
• damage caused by installation, assembly or maintenance carried out by third parties;
• colour differences arising from screen settings, lighting or photography;
• expectations not communicated prior to purchase;
• incorrect information provided by the customer.

Nothing in these Terms excludes rights legally guaranteed to the consumer.

29. Changes to the Terms

DONÓ may update these Terms and Conditions from time to time to reflect changes to the website, products, processes, legislation, logistics or commercial policies.

The most recent version will always be available on this page, with the date of the update indicated.

Orders that have already been confirmed will be subject to the terms and conditions in force at the time of purchase, unless a subsequent change is more favourable to the customer or required by law.

30. Governing law and jurisdiction

These Terms are governed by the laws of the Federative Republic of Brazil.

Any disputes shall preferably be resolved through direct contact with DONÓ.

If an amicable solution cannot be reached, the matter shall be referred to the competent court in accordance with the legislation applicable to consumers.

31. Contact

For enquiries regarding these Terms and Conditions, purchases, returns, warranty, delivery or customer service, please contact:

DONÓ Design
Email: [[email protected]]
São Paulo, Brazil