Each CinART Ceramics piece is handmade to order. Your cancellation and return rights depend on whether you choose a standard product or commission a personalised piece.

Personalised & Bespoke Orders

Items made to your individual specifications or clearly personalised, for example with your logo, lettering, bespoke dimensions or an individually commissioned design, are not eligible for cancellations or returns simply because you change your mind.

If you need to change or cancel a bespoke order, please contact us within 5 working days from the date of purchase. We will let you know whether we can accommodate your request. This does not affect your rights if an item is faulty, damaged on arrival or not as described.

Standard Products

For standard products purchased online, by email or by phone, you may cancel your order without giving a reason, from the time you order until 14 days after the day you receive your goods. Making a standard product after you order does not, itself, remove this right.

To cancel, email cinartceramics@gmail.com with your name, order reference and a clear statement that you wish to cancel. You must return the goods within 14 days of notifying us.

You are responsible for the direct return postage costs if you change your mind. Please package ceramics securely and retain proof of postage. You may inspect your item as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to inspect it.

Faulty, Damaged or Incorrect Items

Please contact us immediately at cinartceramics@gmail.com if your item arrives damaged, is faulty or does not match the agreed description. Include your order reference and, where possible, photographs to help us understand the issue. Photographs are helpful but are not a condition of exercising your statutory rights. A delay in contacting us does not, itself, remove those rights.

You normally have a right to reject faulty or misdescribed goods for a full refund within 30 days. After this period, repair or replacement rights generally apply, followed by a price reduction or refund where the law provides. Your rights do not end after 30 days.

These rights also apply to personalised and bespoke orders. We will cover reasonable return costs where goods are faulty, damaged on arrival or not as described.

Handmade Variations

Small variations in glaze, colour, texture and shape are part of handmade ceramics. These variations must remain consistent with the agreed description and do not excuse faults, unsafe products or a failure to meet an agreed specification.

Refunds

For eligible returns following a change of mind, we will refund you within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. Where you cancel the entire order, we will also refund the original standard delivery charge. Any extra charge for an upgraded delivery service is not refundable.

For faulty goods where a refund is due, we will refund you without undue delay and within 14 days of agreeing that you are entitled to it.

Refunds are made using the original payment method unless you expressly agree otherwise. No refund processing fee applies.

Contact & Return Address

CinART Ceramics

8, Quantock House, Lynmouth Road

London, N16 6XN

United Kingdom

Email: cinartceramics@gmail.com

Please contact us before returning an item so we can help arrange the return. Prior authorisation is not a condition of exercising your statutory cancellation rights.

This policy applies to consumer purchases. Business and trade orders are subject to separately agreed terms. Nothing in this policy limits your statutory rights.