Refund policy

Returns, Exchanges & Refunds

As a small independent business, every item is handmade with care and many pieces are made to order. I really hope you love your purchase, but if you do need to make a return, please contact me before sending anything back.

Returns & change of mind

For eligible non-personalised items purchased online, please contact me within 14 days of receiving your order if you wish to return it. You then have a further 14 days to send the item back.

Items must be returned unused and in their original condition. As my products are fragile, please package your return carefully and securely. Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of return postage.

Personalised & custom-made items

I cannot accept returns or exchanges for personalised or bespoke pieces that have been made specifically to your requirements, unless the item arrives faulty, damaged or incorrect.

Damaged or faulty items

If your order arrives damaged, faulty or you receive the wrong item, please contact me as soon as possible with your order number and clear photographs of both the item and its packaging so I can help resolve the issue.

Where appropriate, I will arrange a replacement, repair or refund in accordance with your statutory rights. Your statutory rights are not affected by this policy.

Exchanges

If you would like to exchange an eligible item, please contact me first. The original item must be returned and received by me before a replacement item is dispatched.

Once the returned item has arrived and its condition has been checked, I can arrange the agreed replacement. Please note that as my pieces are handmade and often made to order, replacement items may be subject to my usual making time.

Handmade variations

Please remember that every piece is handmade, and slight variations in shape, colour, glaze, pattern placement and finish are a natural part of the handmade process. These small variations make each piece unique and are not considered faults.

Refunds

Once an eligible return has been received and checked, I will process your refund to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

For any questions about a return, exchange or damaged order, please contact themodernfactory1@gmail.com