Returns and complaints

In short: you have 14 days to change your mind, and 2 years of protection if anything is wrong with your pottery. Arrived broken? Photos are enough — we will not ask you to post shards back.

Changed your mind? (withdrawal within 14 days)

As a consumer you may withdraw from your purchase within 14 days of receiving the parcel, without giving any reason.

Tell us within those 14 days — an e-mail to shop@pottery-store.com or the online withdrawal form is enough. You can also use the model form from the Terms, but you don't have to.
Send the goods back within 14 days of telling us, to: Expanding Web Marcin Dancewicz, ul. Malinowskiego 1, 59-600 Lwówek Śląski, Poland. You bear the direct cost of the return shipment. On request we can arrange a courier pickup for your return through our shipping broker KurJerzy.pl — the cost of that shipment is then deducted from your refund.
Pack ceramics carefully — ideally in the original box with the original filling. Wrap each piece separately; the parcel should not rattle. You are responsible for a loss in value caused by handling beyond what was needed to check the goods, and that includes damage in the return transport due to inadequate packaging — so please pack it the way it arrived.
We refund all your payments, including the cheapest standard delivery we offer, within 14 days of your withdrawal, using the same payment method you used. We may wait with the refund until the goods are back or you show us proof of sending.

The right of withdrawal does not apply to pieces made or decorated to your individual order.

Arrived broken or faulty? (complaint)

We are liable for the conformity of the goods for two years from delivery.

Write to shop@pottery-store.com: describe the problem and attach photos — of the item and, for transport damage, of the packaging too.
Do not throw away the packaging until we have confirmed the claim, and do not send broken ceramics back unless we ask — photos normally suffice.
A courier damage report is helpful but not required for your complaint.
We reply within 14 days. If the item is broken or non-conforming, you choose between a replacement (subject to availability — each piece is handmade) or a repair; if neither is feasible, we refund part or all of the price. All shipping costs of a justified complaint are on us — if the piece needs to come back to us, we order and pay for the courier (via our broker KurJerzy.pl).

Handmade note: every piece is hand-decorated, so small differences in pattern, shade and size against the photos are the nature of the craft, not a defect. Breakage, cracks, glaze flaws that trap dirt — those are defects, and we resolve them.