Returns & Refunds Policy

 

Every piece we make is individually thrown and inspected before dispatch. Because each item is handmade, slight variations in shape, size, and glaze are an intentional part of the work — these are not defects. We take great care with packaging to ensure your order arrives safely.

 

Orders may be cancelled before they are dispatched. Please contact us as soon as possible after placing your order if you wish to cancel. Once an order has been packed and a shipping label generated, we are unable to cancel it, but you are welcome to return it after delivery under the terms below.

 

Under the UK Consumer Contracts Regulations, you have the right to cancel your order and return any item within 14 days of receiving it, without giving a reason.

 

Service	Details
Notify us	Within 14 days of receiving your order
Return window	A further 14 days from the date you notify us
Refund timeline	Within 14 days of us receiving the returned item
Return shipping	At the customer’s expense, unless the item is faulty

 

To initiate a return, please email us with your order number and reason. Items must be returned unused, in their original condition, and in appropriate protective packaging. We strongly recommend using a tracked and insured service — we cannot accept liability for returns lost or damaged in transit.

 

We reserve the right to make a deduction from your refund for any reduction in value resulting from handling beyond what is necessary to inspect the item.

 

For orders delivered to EU member states, you have the right to withdraw from your purchase within 14 days of receipt under the EU Consumer Rights Directive.

 

Service	Details
Notify us	Within 14 days of receiving your order
Return window	A further 14 days from the date you notify us
Refund timeline	Within 14 days of us receiving the returned item
Return shipping	At the customer’s expense, unless the item is faulty

 

Please note that for EU orders, import duties and customs charges paid on delivery are non-refundable by us, as these are collected by the relevant customs authority.

 

To be eligible for a return under the above rights, items must meet the following conditions:

–     Unused and in their original, undamaged condition

–     Returned in secure, protective packaging suitable for fragile ceramics

–     Accompanied by proof of purchase (order number or receipt)

 

The following are not eligible for return unless they arrive faulty or damaged:

–     Custom-made or personalized items

–     Items made to your specific requirements or commissioned to order

 

If you are unsure whether your item qualifies as custom or made-to-order, please check your order confirmation or contact us before returning.

 

Despite careful packaging, breakages during transit can occasionally occur. If your order arrives damaged, cracked, or otherwise faulty, please contact us within 48 hours of delivery with:

–     Your order number

–     Clear photographs of the damaged item(s)

–     Photographs of the outer packaging (all sides)

 

We will arrange a replacement or full refund as promptly as possible. We may ask you to retain the original packaging until a carrier claim has been resolved.

 

Please do not dispose of the packaging before contacting us, as photos may be required to support a carrier claim.

 

Where a refund is approved, it will be processed to your original payment method within 14 days of:

–     Our receipt of the returned item, or

–     Your provision of evidence that the item has been returned (e.g. tracked return confirmation)

 

Refunds will reflect the full item price. Original outbound shipping costs are refunded only where the return is due to a fault or error on our part.

 

Email:  zuz.ceramics@gmail.com

Response time:  Within 1 working day (Mon–Fri, excluding UK public holidays)