Refund policy
This website is operated by Homespun Pottery Pty Ltd (ABN 57 698 909 456) trading as Homespun Ceramics. Throughout the site, the terms 'we', 'us', and 'our' refer to Homespun Pottery Pty Ltd.
12-Month Warranty
All our products come with a 12-month manufacturer warranty from the date of purchase. This warranty covers hardware failures, manufacturing defects, or technical issues under normal consumer use. If your product breaks or experiences a defect within 12 months, contact us at hello@homespunceramics.com with your order details and a video or photo of the issue so we can arrange a repair, replacement, or spare parts.
Note: The warranty does not cover normal wear and tear, intentional damage, misuse, or unauthorized modifications.
30-Day Change of Mind Returns
If you change your mind, you can return your order within 30 days of receiving it for a full refund. The 30 days begin on the date your order is delivered, not the date you placed it.
We cover shipping both ways on Australian orders. Your refund will include what you paid for the item and any shipping you paid at checkout, and we'll email you a prepaid return label so sending it back costs you nothing.
For international orders, return postage is at your own cost and original shipping charges are non-refundable. Please contact us before sending anything back so we can confirm the return address.
To be eligible, the item must be unused, in its original condition, and returned in its original packaging with all included accessories.
This applies to change of mind only. If the item has been damaged after delivery, through use, accident, misuse, or unauthorized modification, it is not eligible for a change of mind return. Items that arrive damaged or faulty are covered separately below, and nothing in this section limits those rights.
Please contact us at hello@homespunceramics.com before sending anything back. Items sent to us without first contacting customer support will not be accepted.
Damages and Issues Upon Arrival
Please inspect your order as soon as you receive it. If your item arrives damaged, defective, or if you receive the wrong product, contact us immediately at hello@homespunceramics.com so we can evaluate the issue and make it right.
To start a report for a damaged or defective item, please send:
- Your order number and proof of purchase
- Clear photos or video showing the damage or defect
If your claim is accepted, returns/replacements will be sent to or processed from our location:
20 Boundary Lane, Cabramatta, NSW 2166, Australia
Items sent back to us without first contacting customer support will not be accepted.
Exchanges
We don't offer direct exchanges. If you'd like a different item, return your original order under the 30-day change of mind policy above and place a new order.
European Union 14-Day Cooling Off Period (For EU Orders Only)
Notwithstanding the above, if merchandise is being shipped into the European Union, customers have the legal right to cancel or return their order within 14 days for any reason under EU consumer protection laws. Items must be in the same condition as received, unused, with tags, and in original packaging. Return postage is at the customer's cost.
Refunds
Once we've received and inspected your return, we'll notify you of the refund status. If approved, you'll be refunded to your original payment method within 10 business days.
If more than 15 business days have passed since your return was approved, please contact us at hello@homespunceramics.com.