Return and Refunds Policy:


In the event that a client wishes to return their order, the following return and refunds policy applies.

Bespoke, one-off pieces that have been specially commissioned by the client are non-refundable.
  
Pieces must be returned within 14 days from receipt of the order.

For all purchases, there will be a non-refundable transaction fee of 5% of the total price.

Prior to returning pieces, clients MUST contact Gin Durham via the details available on the 'Contact Me' page to provide the reason for their return and receive information on how to return their order, including the postage address to send it back to. Only once the returned order has been received by Gin Durham Ceramics will the refund be given to the client. 

It is recommended that clients keep proof of postage from the Post Office as responsibility for the order will only be assumed by Gin Durham Ceramics upon receipt of the order to the studio. Therefore, misplaced returns within the postal service cannot be refunded.



Returns will only be accepted and refunded if they fulfil one of these three criteria:

  1. They are an unwanted gift. 
  2. The client has received an incorrect order.
  3. The piece is unfortunately (on rare occasion) faulty or damaged upon receipt of the order. (This does not include pieces that have been broken whilst in possession of the client - if this is the case, the client should contact Gin Durham via the 'Contact Me' page and she can arrange to fix the piece with a fixing fee, determined on the level of damage to the piece and the subsequent work required from her). 


In the event of criteria 1, orders are returned at the clients own cost. In the event of criteria 2 or 3, Gin Durham Ceramics will reimburse clients for the standard postage cost for the returned order.