Refund Policy

1. Made-to-Order Products

Most of our ceramic pieces are handmade and/or made to order. Because of this, we do not offer refunds, returns, or exchanges for change of mind, incorrect size selection, colour preference, or once an order has gone into production.

Please make sure you carefully review your order, including product size, colour, finish, and delivery details before completing your purchase.

2. Handmade Nature of Our Products

Each ceramic piece is handmade, which means small variations in shape, glaze, texture, size, and finish may occur. These are not faults. They are part of the natural artisanal character of the product.

Please also note that colours may appear slightly different in person due to lighting, photography, and screen settings.

Minor imperfections, glaze movement, texture differences, or natural handmade variations are not considered defects.

3. Damaged, Broken, or Defective Items

We take great care when packaging our products. However, if your item arrives broken, damaged, or with a clear manufacturing defect, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please send:

• Your order number
• Clear photos of the damaged item
• Clear photos of the packaging
• A photo of the courier label, if possible

Once we have reviewed the issue, we will arrange the appropriate resolution, which may include a replacement, repair, refund, or another suitable remedy in line with applicable South African consumer law.

Please do not throw away the original packaging until the claim has been reviewed, as the courier may require packaging photos for the damage claim.

4. Returns for Change of Mind

Because our products are handmade and made to order, we do not accept returns or refunds for change of mind.

This includes situations where:

• You no longer want the item
• The item does not suit your space
• You selected the wrong size, colour, or finish
• You expected a different handmade variation
• The colour appears slightly different from what was shown online

This does not affect your rights if the item is defective, damaged, unsafe, or materially different from what was ordered.

5. Order Cancellations

Orders may only be cancelled before production, packing, or dispatch has started.

Once your order has gone into production or has been prepared for courier collection, cancellation may not be possible due to the handmade and made-to-order nature of our products.

For custom or specially requested pieces, cancellation may not be available once work has begun.

6. Shipping & Delivery

We deliver within South Africa using trusted courier partners.

Delivery times may vary depending on your location, courier schedules, product availability, and whether the item is made to order.

Estimated delivery timelines will be communicated where possible, but delays may occur due to circumstances outside of our control, including courier delays, public holidays, high-volume periods, or incorrect delivery details supplied by the customer.

Please ensure your delivery address and contact number are correct at checkout. We cannot be held responsible for delays or failed deliveries caused by incorrect or incomplete delivery information.

7. Shipping Fees

Shipping costs are calculated at checkout based on the delivery address, product size, weight, and courier service available.

Large, heavy, or fragile ceramic products may attract higher shipping fees due to the packaging and handling required to deliver them safely.

Where we offer free shipping promotions, these may be limited to specific products, order values, regions, or product sizes. Free shipping does not automatically apply to oversized, heavy, or excluded items unless clearly stated.

8. Failed Deliveries

If a courier is unable to deliver because no one is available, the address is incorrect, or the customer cannot be reached, a re-delivery fee may apply.

If an order is returned to us due to failed delivery, the customer may be responsible for the cost of re-shipping the item.

9. Inspecting Your Order

Please inspect your order as soon as it arrives.

If there is any damage, breakage, or issue with your order, please notify us within 48 hours of delivery so that we can assist as quickly as possible.

Damage claims reported after this period may be harder to verify with the courier, but we will still review each case fairly.

10. Contact Us

For any shipping, return, or damage-related queries, please contact us at:

• Email: enquiries@pret-a-pot.com
• Order number: Please include this in your message
• Photos: Required for damage or defect claims

We are committed to making sure your ceramic piece arrives safely and that any genuine issues are handled fairly.