Refund policy
REFUND & RETURNS POLICY
Last Updated: 10/6/26
At Jacob Oliva Ceramics, each piece is handmade with care. If you are not completely satisfied with your purchase, please review the policy below.
Returns
If you change your mind about your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a return, the item must:
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be unused and in its original condition;
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be returned in its original packaging where possible;
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be free from damage caused after delivery; and
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be accompanied by proof of purchase.
To request a return, please contact:
Once your return request has been approved, we will provide instructions for returning your item.
Please do not return items without contacting us first, as we may be unable to process the return.
Your Right to Cancel (UK Consumers)
If you are purchasing as a consumer, you have the legal right to cancel your order within 14 days of receiving your goods without giving a reason.
To exercise this right, please notify us by email at:
You must return the goods within 14 days of informing us of your decision to cancel.
Unless the item is faulty, damaged, or supplied incorrectly, you are responsible for the cost of returning the goods.
This legal right is separate from and in addition to our 30-day returns policy.
Handmade Ceramics
All items are handmade. Small variations in colour, glaze, texture, dimensions, shape, and finish are part of the character of handmade ceramics and are not considered faults.
Product photographs are provided for illustration. Colours may vary slightly depending on screen settings and lighting conditions.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, faulty, or if you receive the wrong item, please contact us within 48 hours of delivery and include:
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your order number;
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photographs of the item;
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photographs of any packaging damage (where applicable).
We will assess the issue and, where appropriate, offer:
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a replacement;
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a repair; or
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a full refund.
Nothing in this policy affects your rights under the Consumer Rights Act 2015.
Non-Returnable Items
The following items cannot be returned unless they are faulty:
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custom-made pieces;
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personalised items;
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commissioned work;
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gift cards;
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sale or clearance items.
If you are unsure whether your item qualifies for a return, please contact us before purchasing.
Exchanges
As each ceramic piece is unique, we do not offer direct exchanges.
If you would like a different item, please return the original item in accordance with this policy and place a new order separately.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method.
Please allow up to 14 days from the date we receive your returned item for your refund to be processed.
Your bank or payment provider may require additional time before the funds appear in your account.
If more than 14 days have passed since your refund was approved and you have not received it, please contact:
Return Shipping Costs
For change-of-mind returns, customers are responsible for return postage costs.
If an item is faulty, damaged, or supplied incorrectly, we will reimburse reasonable return postage costs or arrange a suitable alternative solution.
Contact
For any questions regarding returns, refunds, cancellations, or damaged items, please contact:
Jacob Oliva Ceramics
jacoboliviaceramics@gmail.com