Refund policy

Return Policy

You have 14 days upon receipt of your order to request a return. Please email support@ceramicpotter.com or use our contact form, explaining the reason for your return request. Your order must be returned to us within the 14-day return window in the condition in which it arrived.

To arrange a return:

Contact us at support@ceramicpotter.com or through our contact form within 14 days of delivery
Include your order number and reason for return
We will provide return instructions and authorization

Return Requirements:

Items must be unused and in original condition
Original packaging must be intact
All items must be securely packaged for return shipping

Return Shipping

Customer Responsibility: You are responsible for return shipping costs. We recommend using a trackable shipping method with insurance for valuable items. Items damaged during return shipping may receive a partial refund or be returned to you at your expense.

Refund Process

We will confirm the refund amount after reviewing the condition of the returned order. Once your item has been received and inspected, we will email you to notify you of the approval or rejection of your refund.

Refund Calculation:

Purchase price minus original shipping costs
Transaction fees and packaging costs will be deducted from the final refund amount
A restocking charge of 10% may be applied to large items requiring specialized packaging

Refund Timeline:

Processing: 5-7 business days after inspection
Payment: Refunded to your original payment method
Bank processing: Up to 10 working days to appear on your account due to varying processing times between payment providers

Items Not Eligible for Return

No refunds will be given for:

Made-to-order and/or custom orders
Items returned after the 14-day period
Returned goods that are damaged or not in their original condition
Items that have been used

Made-to-Order Items: All items marked "made to order" cannot be cancelled once the order has been placed and are not eligible for return/refunds.

Custom Orders: All custom orders cannot be cancelled once the order has been placed and are not eligible for return/refunds.

Damaged or Incorrect Items

Reporting Damage: All damaged items must be reported to us in writing within 48 hours after delivery with clear images of the items, including all packaging.

If your order arrives damaged, defective, or incorrect:

Please include:

Your order number
Clear photos of the item and original packaging
Description of the issue

We'll resolve it by:

Providing a full refund, including original shipping
Sending a replacement when possible
Covering all return and replacement shipping costs

Please note: Customer is responsible for any customs duties or taxes on both original shipments and any replacement shipments, even for damaged/defective items.

Exchange Policy

We do not offer an exchange policy. We suggest that you return the item for a refund and purchase a new item separately.

Return Monitoring

We monitor the number of returns made by customers. Continued returns may, at our discretion, lead to restrictions on future orders.

Product Characteristics

Due to the handmade nature of our products, items may have natural variations, unique markings, or artisanal imperfections that are inherent to handcrafted goods. These characteristics are not considered defects and are not grounds for return under our damage policy.