Refund policy

Refund & Return Policy

Every Farbe Ceramics piece is bespoke: hand-thrown and hand-painted to order, personalised to your pet and made specifically for you. Because each item is custom-made and cannot be resold, we are unable to offer returns or refunds once work on your order has begun. Please read this policy carefully before ordering.

24-hour cancellation window

You may cancel your order for a full refund within 24 hours of placing it, provided we have not yet begun designing or making your piece. To cancel, email us at farbeceramics@gmail.com within 24 hours with your order number. After this 24-hour window, materials are prepared and hand-work begins, so orders can no longer be cancelled, changed or refunded.

No returns on completed or in-progress orders

As every piece is personalised and made to order, we do not accept returns, exchanges or refunds once production has started or after your item has been delivered, except where an item arrives damaged, defective, or not as ordered (see below). This does not affect your statutory rights.

Proofs before firing

To make sure you are happy before your piece is permanently fired, we share design proofs and progress photos with you during the process, and we refine the design together until it feels right. This is the best point to request any changes.

Damages and issues

Please inspect your order as soon as it arrives. If your item is damaged, defective, or you have received the wrong item, contact us immediately (within 7 days of delivery) at farbeceramics@gmail.com with photos of the item and packaging, so we can evaluate the issue and make it right. Depending on the situation we will repair, remake, or refund the affected item. If a return of a damaged item is required, we will provide instructions and cover reasonable return shipping; please do not send anything back before contacting us.

Non-returnable items

The following cannot be returned or refunded: custom, personalised and made-to-order products (which includes all of our urns and keepsakes), gift cards, and sale items. Please get in touch if you have questions about your specific item.

Exchanges

Because every item is personalised, we are unable to offer exchanges. If something has gone wrong with your order, please contact us and we will do our best to put it right.

European Union & United Kingdom

Under EU and UK consumer law, the standard 14-day right to cancel (the "cooling-off period") does not apply to goods that are made to your specifications or are clearly personalised (EU Consumer Rights Directive, Article 16(c); UK Consumer Contracts Regulations 2013, regulation 28). As all Farbe Ceramics pieces are custom-made and personalised, this exemption applies. Regardless, we still offer the 24-hour cancellation window described above as a goodwill gesture. Nothing in this policy affects your statutory rights where an item is faulty, damaged, or not as described.

Refunds

Where a refund is due (an eligible 24-hour cancellation, or an approved damage/defect claim), we will notify you once it is approved, and you will be automatically refunded to your original payment method within 10 business days. Please remember it can take additional time for your bank or card issuer to process and post the refund. If more than 15 business days have passed since we approved your refund, please contact us at farbeceramics@gmail.com.

Contact

Questions about a return or refund? Email us any time at farbeceramics@gmail.com. If we ask you to send an item back, our return address is: [INSERT RETURN ADDRESS].