Politique de remboursement
Return & Refund Policy
We take great pride in the craftsmanship of every piece that leaves our studio. Because our pottery is handmade in small batches, each item has unique characteristics. Please read our policy below before making your purchase.
General Returns
Due to the fragile nature of handmade ceramics and the high costs associated with safe return shipping, we do not accept returns or exchanges for change of mind. We encourage you to review all product photos, dimensions, and descriptions carefully before placing your order.
In the rare event that an exception is made for a return, all return shipping costs are the sole responsibility of the customer. We strongly recommend using a tracked and insured shipping method, as we cannot issue a refund for items that are not received or that arrive damaged due to insufficient packaging.
Damaged or Defective Items
We pack every order with extreme care to ensure it reaches you safely. In the rare event that your item arrives damaged:
-
Notification: Please notify us at [mudlustceramics@gmail.com] within 48 hours of receiving your package.
-
Documentation: We require photos of the damaged item(s) as well as the original shipping box and packing materials to file a claim with the carrier.
-
Resolution: Once the damage is verified, we will offer you a replacement (if available), a refund for the item, or store credit, at our discretion.
Lost or Delayed Packages
Once a package is marked as "Delivered" by the carrier, we are not responsible for theft or loss. If your package is delayed, please refer to the tracking information provided in your shipping confirmation email. If a package is confirmed lost by the carrier during transit, we will work with you to provide a refund or a replacement.
Cancellations
We begin processing orders quickly to ensure timely delivery. If you need to cancel your order, please contact us as soon as possible. Once a shipping label has been created or the item has been packed, we are unable to cancel the order.