Refund policy

Thank you for shopping with hAndEarth Artisan Pottery.

We hope you love your piece. If something isn’t right, please contact us and we’ll do our best to help.

Returns

We offer a 14-day return policy in accordance with EU consumer protection laws. You have 14 days from the date you receive your order to request a return.

To be eligible for a return, items must be:

  • unused, unworn, and in their original condition
  • returned in original packaging
  • accompanied by proof of purchase (order number, receipt, or confirmation email)

Please include your full name, delivery address, and order number when contacting us at refund@handearthshop.com.

Once your return is approved, we will provide instructions and, if applicable, a return shipping label. Returns sent without prior approval cannot be accepted.

Returns and exchanges apply only to purchases made directly through our website.

Handmade Nature

Each piece is handmade, and small variations in color, shape, and texture are natural characteristics of the craft. These variations are not considered defects and are not valid grounds for return.

Damages & Issues

Please inspect your order upon arrival and contact us within 3 days if your item is damaged, defective, or incorrect.

If the issue is confirmed as our fault (wrong item, damage, or defect), we will offer a replacement or full refund and cover return shipping costs.

Return Shipping

If the return is due to a change of mind or non-defective reason, you are responsible for return shipping costs.

Original shipping costs are non-refundable unless the return is due to our error.

We recommend using a trackable shipping service, as we cannot be responsible for lost return parcels.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • custom or personalized pieces
  • gift cards
  • sale items (if applicable)

Exchanges

The fastest way to exchange an item is to return it for a refund and place a new order.

Refunds

Once we receive and inspect your return, we will notify you of approval.

Approved refunds will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional processing time.

If more than 15 business days have passed since approval and you have not received your refund, please contact us at refund@handearthshop.com.

Refunds may be adjusted if items are returned damaged or not in resale condition.