Refund policy

All sales are final, including custom and sample pieces. Once an order is placed, it cannot be modified or cancelled.

Damaged or broken items

Every order is packed carefully, and we review each damaged delivery individually and in good faith. If your item arrives damaged or contains defective parts, please retain all original packaging and document the issue immediately upon delivery. Damage or defects must be reported within 48 hours, along with photos of both the packaging and the product. If a repair or replacement is not possible, a refund will be issued. Email shop@craigspencerceramics.com to report an issue.

Return shipping costs

Unless an item is defective, incorrect, or damaged on arrival, the customer is responsible for return shipping costs. We recommend using a tracked and insured shipping service. We cannot be responsible for items lost or damaged while being returned.

Handmade variations

Our ceramics are handmade, so minor variations in colour, glaze, texture, shape, size, and finish are normal and are not considered defects. Small marks, pinholes, speckles, kiln variations, and slight irregularities are part of the character of handmade work. These variations will not normally qualify an item for a return or refund.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or, if you are buying in Australia, the Australian Consumer Law.