Refund policy

REFUND POLICY

Last updated: 16 March 2026

At Marta Ozog Ceramics, we want you to be completely satisfied with your purchase. Because each piece is individually handcrafted, we have created this policy to ensure fairness for both our customers and our small business.

1. RETURNS

Standard Items: You may return unused items in their original condition within 14 days of receipt for a refund or exchange.

Custom, Personalized, or Made-to-Order Items: Due to their bespoke nature, custom or personalized items are final sale and cannot be returned unless they arrive damaged or defective.

2. RETURN CONDITIONS

To be eligible for a return, items must:

  • Be unused and in the same condition as received
  • Be in original packaging
  • Include all accompanying materials
  • Be returned within 14 days of delivery

Please note: Due to the handmade nature of our ceramics, minor variations in size, shape, glaze color, and finish are inherent characteristics and not grounds for return. Each piece is unique, and slight differences from product photos are expected and celebrated as part of the handmade process.

3. NON-RETURNABLE ITEMS

The following cannot be returned:

  • Custom or personalized orders
  • Items marked as final sale
  • Items damaged due to misuse or improper care
  • Items returned after 14 days

4. HOW TO INITIATE A RETURN

To start a return:

  1. Contact us at martaozogceramics@gmail.com within 14 days of receiving your order
  2. Include your order number and reason for return
  3. Wait for our return authorization and instructions
  4. Package the item securely in its original packaging
  5. Ship the item back to the address we provide

Please do not send items back without contacting us first.

5. RETURN SHIPPING COSTS

  • Customer responsibility: You are responsible for return shipping costs unless the item arrived damaged or defective
  • Our responsibility: We will cover return shipping if we sent the wrong item or if the item arrived damaged or defective
  • We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking

6. REFUNDS

Processing time: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

Approved refunds:

  • Refunds will be processed to your original payment method within 5-10 business days
  • Depending on your bank or payment provider, it may take additional time for the refund to appear in your account
  • Original shipping costs are non-refundable (unless the return is due to our error)

Partial refunds: We may issue a partial refund if:

  • The item shows signs of use
  • The item is not in its original condition or is missing parts
  • The item is returned more than 14 days after delivery

7. EXCHANGES

We are happy to exchange items for a different product of equal or greater value (you pay the difference). To request an exchange:

  1. Contact us at martaozogceramics@gmail.com
  2. Follow the return process above
  3. Specify which item you'd like to receive instead
  4. We'll send the replacement once we receive the original item

8. DAMAGED OR DEFECTIVE ITEMS

We take great care in packaging our ceramics, but occasionally items may be damaged in transit.

If your item arrives damaged or defective:

  1. Contact us within 48 hours of delivery at martaozogceramics@gmail.com
  2. Provide your order number and photos of:
    • The damaged item
    • The packaging (box and internal packaging materials)
  3. Do not discard the packaging until we've reviewed your claim

We will:

  • Arrange for a replacement to be sent at no cost to you, OR
  • Issue a full refund including original shipping costs
  • Provide a prepaid return label if we need the damaged item returned

9. WRONG ITEM RECEIVED

If we sent you the wrong item:

  1. Contact us immediately at martaozogceramics@gmail.com
  2. We will send the correct item at no additional cost
  3. We will provide a prepaid return label for the incorrect item

10. LOST OR STOLEN PACKAGES

Once your order has been shipped and marked as delivered by the carrier, we cannot be held responsible for lost or stolen packages. We recommend:

  • Tracking your shipment using the tracking number provided
  • Arranging for signature confirmation if you won't be home
  • Contacting the shipping carrier directly if a package shows as delivered but you haven't received it

If you have concerns about package security, please contact us before placing your order to discuss alternative delivery arrangements.

11. CANCELLATIONS

Before shipping: You may cancel your order for a full refund if it has not yet been shipped. Contact us immediately at martaozogceramics@gmail.com.

After shipping: Once an order has shipped, it cannot be cancelled. You may return it following our standard return policy once received.

Custom orders: Custom or personalized orders cannot be cancelled once production has begun.

12. EU CONSUMER RIGHTS

Under EU Distance Selling Regulations, EU customers have a 14-day cooling-off period to return items (excluding custom or personalized orders) without needing to provide a reason. This right begins from the day you receive your order.

To exercise this right:

  • Notify us within 14 days of receiving your order
  • Return the item within 14 days of notifying us
  • The item must be unused and in original condition
  • You are responsible for return shipping costs

13. CONTACT US

If you have any questions about our Refund Policy or need assistance with a return, please contact us:

Marta Ozog Ceramics
Email: martaozogceramics@gmail.com
Website: martaozogceramics.ie

We aim to respond to all inquiries within 24-48 hours.