Returns Policy

1. Who we are

This store is run by Clay & Ala (that’s me, Ala the person who hand-builds and glazes every mug). If you need to contact me about a return or refund, please email: contact@clayandala.com.

2. What this policy covers

This policy applies to all ceramic mugs purchased from this website.

3. Damaged or faulty items (received broken / damaged during shipping)

If your mug arrives damaged or broken, please email a photograph of the item (and packaging, if possible) to contact@clayandala.com as soon as you notice the issue.
Once I’ve reviewed your email and confirmed the damage, I will either replace the mug or refund you in full whichever you prefer.
Please do this within 7 days of delivery so I can help you as quickly as possible.

4. Change of mind / unhappy with mug on arrival

If you simply change your mind or are not satisfied with the mug when it arrives, you may return it for a refund.
To start a return, email me at contact@clayandala.com explaining that you’d like to return your mug.
Once you have my go-ahead, send the mug back to the address I will provide, safely packaged so it won’t break in transit.
I will issue a refund as soon as I receive the mug back and confirm it’s in returnable condition.
Return postage costs are non-refundable.

5. Condition for returns

Returned mugs must be unused and undamaged (apart from the original problem, if any).
Please include your order number or a note with your name + order reference inside the returned package so I can identify your order.
I recommend using tracked shipping for returns so you (and I) can trace the package in case anything goes wrong in transit.

6. Who pays for return shipping

For mugs damaged in transit: I cover the replacement or refund (though return of broken pieces isn’t required).
For change-of-mind returns: the customer is responsible for return shipping costs.

7. How refunds are issued

Refunds will be issued to the original payment method used at purchase.
I will process refunds as soon as I receive and inspect the returned mug (or confirm that a replacement is being sent).
Please note that depending on your bank or payment provider, it may take a few days before the refunded amount appears in your account.

8. Exceptions & Notes

Because each mug is handmade and unique:

Slight variations in shape, glaze, colour or texture are normal and part of the product’s character. These are not considered defects and are not eligible for returns/refunds under “change-of-mind.”
Returns or refunds for mugs altered by the customer (e.g. damaged by misuse, dropped, cracked after shipping) will not be accepted.

10. How to contact me

If you need to request a refund or return, or have any questions about this policy, email: contact@clayandala.com