Refund policy

 

The Nature of Handmade Work

Each piece is made by hand, so variations in glaze, texture, and form are normal and part of its character. These are not considered faults.

When a Return is Possible

  • The piece arrives damaged in transit.
  • An incorrect item is received.
  • A genuine fault beyond the natural variations of handmade work.

If this happens, contact me within 14 days of delivery with photos of the piece and packaging.

If Your Piece Arrives Damaged

  • Photograph the piece, packaging, and shipping label as soon as possible.
  • Email the images and your order number within 48 hours of delivery.
  • I will arrange a replacement if available or a full refund, including shipping.

When Returns Are Not Possible

  • Change-of-mind purchases.
  • Commissioned, made-to-order, or personalised works (unless faulty).
  • Damage caused after delivery.

How to Return an Agreed Item

  • Use the original packaging and protective materials.
  • Return shipping is at the buyer’s expense unless the work was damaged or faulty on arrival.
  • Use insured, trackable shipping — I cannot take responsibility for loss or damage during return transit.

Refunds

  • Processed within 14 business days after the returned item is received and inspected.
  • If the item is not returned in original condition, a deduction may be made from the refund.

Collectors in the EU

EU buyers have a 14-day “cooling-off” period under consumer law, excluding custom-made or personalised works.


Questions Before You Buy?

I’m happy to share extra photos, videos, or details so you can make your choice with confidence.

Please email me at: info@tomdarbydesign.com