Refund policy
RETURN AND REFUND POLICY
Please review this policy before placing an order.
Change of mind and exchanges
Except where required by applicable consumer law, all sales are final. We do not accept returns or exchanges because of a change of mind, personal preference, or minor variations in color, glaze, texture, shape, or dimensions that are natural characteristics of handmade ceramics.
Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged in transit, materially defective, or different from what you ordered, email hello@roviceramics.com within 48 hours of delivery. Include your order number and clear photos of the item, outer packaging, inner packaging, and shipping label. Please keep all packaging until the claim is resolved.
After reviewing the claim, we will offer an appropriate replacement or refund. Because ceramics can be unsafe and costly to return after breakage, please do not send a damaged item back unless we specifically ask you to. If a return is required for a confirmed defective or incorrect item, we will provide instructions and cover the reasonable return shipping cost.
Handmade variations
Each piece is individually made and glazed. Small differences in glaze flow, color, texture, speckling, dimensions, and other handmade details are part of the character of the work and are not considered defects when the item remains functional and consistent with its product description.
Order cancellations
Contact hello@roviceramics.com as soon as possible if you need to cancel an order. We may be able to cancel an order that has not entered processing or been dispatched, but cancellation is not guaranteed. Once an order has shipped, it cannot be cancelled except where required by law.
EU and UK statutory withdrawal rights
If you are a consumer in the European Union or United Kingdom, you may have a legal right to cancel an eligible online purchase within 14 days after receiving it, without giving a reason. To exercise this right, email hello@roviceramics.com within the applicable 14-day period and clearly state that you wish to withdraw from the purchase.
After notifying us, return the eligible item within 14 days in the same condition in which it was received, unused and with its original packaging. For a change-of-mind return under these statutory rights, you are responsible for the direct return shipping cost. We strongly recommend using a tracked and insured service because you remain responsible for the parcel until it reaches the return address we provide.
For an eligible statutory withdrawal, we will refund the item price and the cost of the least expensive standard delivery method offered for the original order. Any additional cost for express or upgraded delivery is not refundable. We may withhold the refund until we receive the returned item or acceptable evidence that it has been sent. We may also deduct an amount for loss in value caused by handling beyond what is reasonably necessary to inspect the item.
Goods made to a customer's specifications or clearly personalized may be excluded from statutory change-of-mind rights where permitted by law. This exclusion does not apply to items that are defective, damaged, or incorrect.
Return instructions
Do not return any item to the address shown on the shipping label. Contact hello@roviceramics.com first so we can confirm eligibility and provide the correct return address and instructions. Returns sent without contacting us may be delayed or may not reach the correct facility.
Refunds
Approved refunds are issued to the original payment method. Your bank or payment provider may require additional processing time before the funds appear in your account.
Mandatory consumer rights
Nothing in this policy excludes or limits any rights that cannot legally be excluded or limited under the laws applicable to your purchase.
Questions
For questions about a return, damaged item, or refund, contact hello@roviceramics.com.