Refund policy
1. Right of Withdrawal
If you are purchasing as a consumer within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason, in accordance with applicable consumer protection legislation.
To exercise your right of withdrawal, please contact us at:
clairelune.ceramics@gmail.com before returning your item.
Returned products must:
- be unused;
- be in their original condition;
- include all original packaging;
- include any accessories supplied with the item;
- be accompanied by proof of purchase.
Customers are responsible for the cost of return shipping unless otherwise required by law.
Refunds will be processed only after the returned goods have been received and inspected.
2. Non-returnable Items
Due to their nature, certain products cannot be returned.
These include:
- bespoke commissions;
- personalised products;
- customised works;
- gift cards;
- digital products;
- sale items where permitted by applicable law.
Where a work has been commissioned specifically for a customer, cancellation is not possible once production has begun.
3. Refunds
Once the returned item has been received and inspected, Claire Lune will notify the customer whether the refund has been approved.
Approved refunds will be issued using the original payment method.
Please allow up to 10 business days for the refund to be processed.
Depending on your financial institution, additional processing times may apply.
Original shipping costs are refundable only where required by applicable consumer law or where the return results from an error attributable to Claire Lune.
4. Damaged or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective or incorrect, please contact us within 48 hours of delivery by emailing:
Please include:
- your order number;
- photographs of the packaging;
- photographs of the damaged item;
- a brief description of the issue.
Claire Lune will assess the situation and, where appropriate, arrange a replacement, repair or refund.