Cancellation
- For UK customers, under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receipt of goods. You will receive a full refund including original delivery costs unless you requested a special delivery service, and then the refund will be at the standard postal delivery rate.
- For all non UK customers, will we honour your right to cancel or refund. We will issue a full refund of the goods but we cannot refund the international postage and your custom duties. All duties and postage associated with your returned goods must be met by the customer.
- Our cancellation policy does not apply to any bespoke items such as personalised items, special commissions, tiles or replacement service items.
- Cancelled goods will be returned at your own expense and must be unused and in a re-saleable condition.
- You can contact us at our Lochinver address, available on our website by phone, email, or in writing to notify us of your wish to cancel your order but phone cancellations must be confirmed in writing. Cancellation requests must state your full name, address, order number and date the goods were received. We will acknowledge this request in writing.
- Goods must be returned to us in the original packaging and need to be sent within 14 days from your decision and notification to us to cancel your order. If you choose to use a registered postal service please keep the receipt for proof of postage for your protection. We are unable to refund any items that are damaged in transit or fail to reach us.
- Once we receive the returned item, a full refund will be issued to the original method of payment within 14 days.
Returns & replacements
- If for any reason you are not entirely satisfied with your order, and the goods are returned to us, undamaged and re-saleable we will fully refund your purchase transaction to the original payment card.
- In the event of the goods being faulty, we will replace or refund the faulty item at no additional charge to the customer within 30 days of receipt of the goods.
- If your item(s) arrives broken or as a result of a fault, please do not send us the broken item. Please provide photographic evidence of the packaging and broken item(s).
- Please contact us in writing or email to notify us of an intended return at our Lochinver office.
- Items should be packaged, if possible in the original packaging, and made secure to avoid any damage during transit. We cannot be responsible for returned goods that are damaged or broken.
- Our returns policy does not apply to any personalised, special commissions, tiles and our replacement tableware service pieces unless deemed faulty. These are only ever made and sold on a ‘Run of Kiln’ basis and may contain slight imperfections in the glaze which are considered acceptable.
- We do not offer refunds on Gift Vouchers