Refund policy

As a handmade ceramics studio, each piece is made with care and intention. We want you to love what you receive, and we ask that you read this policy carefully before placing your order. All return and refund requests are subject to the conditions outlined below. By placing an order, you agree to this policy.

Important:

Return requests should be submitted via email at hello@claytopots.com or through the contact form on our website, so we can guide the process and provide the correct return instructions.

Please contact us before arranging any return. Returns sent without prior
communication may not meet the required conditions or timeframe and may not be eligible for a refund.

 

Eligibility

Items may be returned if they are unused, in their original condition, and in their original packaging. Return requests must be submitted within 14 days of the delivery date as marked by the courier.

The following items are not eligible for return or refund: custom pieces, personalised
items, pre-orders, and commissions. All such sales are final.

As each piece is handmade, natural variations are expected and are part of the final
product. These may include differences in glaze movement, colour tone and intensity,
surface texture, minor surface imperfections, and variations in size or form. These
characteristics are inherent to the handmade process and are not considered defects.
Returns based on these variations are accepted within the standard return window and
are treated as standard returns.

Damaged or Incorrect Items

Please inspect your order upon delivery. If your order arrives damaged or incorrect,
please contact us via email within 24 hours of the delivery date as marked by the
courier.

Your email should include:

• your order number
• a brief description of the issue
• clear photos or a video of the item
• photos of the inner and outer packaging

Each case is reviewed individually. If the issue is confirmed, a replacement or refund
will be offered. Where possible, a replacement will be arranged. If the item is unavailable or cannot be reproduced, a refund will be issued instead.

Claims made after 24 hours may not be accepted.

Return Shipping

Return shipping costs are the responsibility of the customer. Original outbound shipping fees are non-refundable.

• If we arrange the return courier on your behalf, the courier fee will be deducted
  from your refund. The courier will contact you directly to schedule collection. If
  the pickup is missed or cannot be arranged after two attempts, the return will
  need to be organised independently.
• If you choose to arrange your own return shipping, we recommend using a
  tracked and insured service and keeping proof of shipment. Items remain your
  responsibility until they are received back at our studio. We are not responsible
  for returns that are lost or damaged in transit. Refunds cannot be issued for
  items that are not received.

Returned items must meet the eligibility conditions outlined above. Items received in a
condition that does not meet these requirements may not qualify for a refund.

Refunds

Refunds are processed once the returned item has been received, inspected, and
confirmed to meet the eligibility conditions outlined in this policy.

If the item is returned in a condition that differs from how it was originally sent, the
return may not qualify for a refund and will be reviewed on a case-by-case basis.

Refunds are issued to the original payment method. Please allow 3-7 business days for
processing once the return has been received. Additional time may be required
depending on your payment provider.

Shipping fees, return shipping costs, customs duties, and any additional charges are
non-refundable.

Customs-Related Returns

If you are presented with customs charges upon delivery and wish to dispute them, we
recommend contacting the courier directly to request that the parcel is held while the
matter is reviewed. Parcels should not be refused or abandoned

If a shipment is refused, unclaimed, or returned due to unpaid or disputed customs
charges, it will be treated as a return. The item cost will be refunded minus any return
shipping fees and charges incurred. Original shipping fees remain non-refundable.

Customs processes are managed by the destination country’s authorities, and we are
unable to intervene. We are happy to provide supporting documentation if needed.

Exchanges

We do not offer direct exchanges. If you would like a different item, you may return your original order in line with this policy and place a new order separately.

General

We aim to be fair and reasonable in every situation. Any requests that fall outside the scope of this policy may be reviewed on a case-by-case basis.

 

This policy may be updated from time to time. The latest version will always be available on our website. The version in effect at the time of your order will apply.