Refund & Return Policy

Returns & Exchanges Under the UK Consumer Rights Act, you have the right to change your mind within 14 days of receiving your ceramics.

To be eligible for a return, the Items must be returned in their original, unused condition and original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sarahhallamceramics@outlook.com. Please note that returns will need to be sent to the UK address provided. The customer is responsible for return shipping costs. We recommend using a tracked service, as we cannot refund items lost or broken during return transit.

If your return is accepted, we’ll send you instructions on how and where to send your package. You will be responsible for packaging the item and return postage by Royal Mail 2nd class signed for service or international signed equivalent service. We cannot refund postage charges. Items sent back to us without first requesting a return will not be accepted.

Damaged Items (The "Pottery Clause") Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and it right

Please take a photo of the damaged item and the packaging immediately.

Email us at sarahhallamceramics@outlook.com within 48 hours of delivery.

We will offer a full refund or a replacement (if a similar piece is available).

Exclusions Custom commissions or "seconds" (items sold with known flaws) are non-refundable unless they arrive damaged.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sarahhallamceramics.outlook.com