Refund policy

At Hobbs Ceramics we have a 14-day refunds and exchange policy which means you have 14-days after receiving your item to notify us of your need to return or exchange. You must dispatch the product back to us within 7-days of your accepted returns email & provide the proof of shipping if required. We will be in touch when the item is received to arrange a refund or replacement. Please note that return shipping is not free of charge and will be deducted from the refund amount.

To be eligible for a return, your item must be in the same condition that you received it, if items arrive broken or damaged then please see further policies below.

To start a return, you can contact us at hobbsceramics@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hobbsceramics@gmail.com.


Damages and losses

Although very rare, sometimes items get lost in the mail or damaged in transit. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can evaluate the issue and make it right. A refund or replacement will be offered immediately upon receipt of images of the damage.

For lost mail we work with the Royal Mail estimated shipping guidelines which vary from country to country, If an item does not arrive within this timescale a full refund will be issued.

  • UK - Lost Mail - 10 working days after due date
  • Europe - Lost Mail - 20 working days after due date
  • Everywhere else - Lost Mail - 25 working days after due date

Exceptions / non-returnable items
Certain types of items cannot be refunded or exchanged. This covers custom products such as special orders, commissions, wholesale or personalized items. Unfortunately, we cannot accept returns on sale items or gift cards. 

Please note that import taxes and customs charges now apply on most EU mail, it is the purchasers responsibility to ensure these duties are paid on receipt of the goods. Any items that are returned to us due to these charges not being paid and delivery being 'denied' will not be eligible for refunds..

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. It can take anywhere from 3-7 working days for a refund to appear on your account.