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RETURN & REFUND POLICY
1. Right of Withdrawal / 14-Day Return Window
In accordance with EU consumer protection laws, customers residing in the European Union have the right to return items within 14 calendar days from the date of delivery without providing a reason. Conditions for standard returns:
- The request must be submitted within 14 days of receiving your order.
- Items must be unused, unwashed, and in the same condition as received.
- Items must be returned in their original packaging, with all protective materials intact.
2. Non-Returnable / Non-Refundable Items
The following items cannot be returned or refunded unless they arrive damaged or defective:
- Customised or Made-to-Order Pieces: Items specially commissioned or personalised upon customer request.
- Gift Cards.
- Sale / Outlet Items: Items explicitly marked as final sale or second-quality.
3. How to Initiate a Return
01. Email us at [clayfreckles@gmail.com] within 14 days of delivery.
02. Include your Order Number, the list of item(s) you wish to return, and the reason for the return (optional, but greatly appreciated for our improvement).
03. Wait for our confirmation email with the return address and instructions.
Important: Please do not ship items back without contacting us first. Unsolicited returns will not be processed.
4. Return Shipping Costs
Standard Returns: The customer is responsible for paying all return shipping costs. Shipping fees are non-refundable.
Safekeeping Ceramics during Return: Because ceramics are fragile, you must pack the returned item with the same level of protection (bubble wrap, padding, sturdy box) as it was sent to you. If a returned item breaks during transit back to us due to inadequate packaging, we cannot issue a refund.
We strongly recommend using a tracked courier service. Clay Freckles is not responsible for lost or untracked return parcels.
5. Damaged, Broken, or Defective Items
If your ceramic item arrives broken or damaged from transit, do not worry—we will replace or refund it. Action required within 48 hours:
01. Email [email@clayfreckles.com] within 48 hours of package delivery.
02. Provide your Order Number.
03. Attach photos clearly showing:
- The damaged item;
- The outer shipping box (including the shipping label);
- The internal packaging materials.
Once verified, we will offer you a free replacement (subject to stock or production lead time) or a full refund (including initial shipping fees).
6. Refunds Process
Once we receive and inspect your returned item, we will send you an email notifying you that we have received it and whether the refund has been approved.
If approved, your refund will be processed immediately through your original method of payment (e.g., Credit Card, MB WAY, PayPal, or Bank Transfer).
Please allow 5 to 10 business days for the funds to reflect in your account, depending on your bank or payment provider.
7. Exchanges
Due to the unique and limited-stock nature of handmade ceramics, we do not offer direct item-for-item exchanges. If you want a different piece, please follow the standard return process for a refund and place a new order on our website.
8. Contact Us
For any questions regarding returns, refunds, or damaged goods, please reach out to us:
Email: clayfreckles@gmail.com
Last updated: September 18, 2026
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