Refund policy

REFUND & RETURNS POLICY — JACQUI B CERAMICS (UK)

Last updated: 24/04/2026

We want you to be happy with your purchase. Because our ceramics are handmade, one‑of‑a‑kind, and fragile, our returns policy is designed to balance UK consumer rights with the nature of artisan goods.

30‑Day Return Window

You have 30 days from the date you receive your item to request a return.

To be eligible for a return, your item must be:

  • in the same condition you received it
  • unused
  • undamaged
  • in its original packaging
  • accompanied by proof of purchase

To start a return, email us at jacquithebrown@gmail.com. Returns must be sent to: Orchard House

430A Weston Road,

Stoke On Trent

Staffordshire ST3 6QB

Items sent back without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon arrival. Contact us within 48 hours if:

  • your item is damaged
  • your item is faulty
  • you received the wrong item

We will evaluate the issue and make it right in line with UK consumer law.

Exceptions / Non‑Returnable Items

Because our pieces are handmade and fragile, we cannot accept returns for:

  • change of mind
  • colour, glaze, or size variations typical of handmade ceramics
  • custom or personalised items
  • sale items
  • gift cards

We also cannot accept returns for items that have been used, washed, or damaged after delivery.

Exchanges

If you would like a different item, the quickest method is:

  1. Request a return for the item you have
  2. Once accepted, make a separate purchase for the new item

European Union 14‑Day Cooling‑Off Period

If your order is delivered to an EU address, you have the right to cancel or return your order within 14 days, for any reason.

Items must be returned unused, undamaged, and in their original packaging, with proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that banks and card providers may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, contact us at jacquithebrown@gmail.com.