Returns & breakage

We do not accept voluntary returns or exchanges when an item arrives as described but is no longer wanted. This policy applies to ready-to-ship pieces, personalised pieces and business orders alike. We do not offer a discretionary refund for a change of mind.

Please review the photos, dimensions, glaze variation and care details before purchasing. For a custom order, the available proof or sample steps and any charges are confirmed for that order before work begins.

This is different from a change of mind. If a piece arrives chipped, cracked, incorrectly engraved, or not as described, tell us so we can review the problem and arrange the remedy required by the applicable order terms, platform rules and law.

• Send photographs of the piece and of the packaging it came in, to riku@rikuceramics.com. The packaging matters — it is how we work out whether the kiln or the courier is at fault, and it is what a carrier claim needs.
• Do not post it back without contacting us first. We will tell you whether a return is needed for the claim and how to handle it.
• Tell us within a reasonable time of delivery — sooner is better, because carrier claims have their own deadlines. This request does not shorten any right the law gives you.
• Wholesale runs follow the inspection criteria and remedy agreed in the order specification. Tell us if your purchasing process requires a particular AQL level or inspection report.

Variation is not a defect. Reactive and crystalline glazes come out different every time by design — see the terms on what handmade means here.

Bought on Etsy? That is a purchase from our Etsy shop, not from this website — this site has no checkout of its own. Etsy’s listing policy, buyer protection and case system apply to it. Open the order in Etsy and message us there so the conversation sits against the order. If Etsy’s rules or applicable law give you additional rights, this page does not remove them.

Wholesale or corporate order? Those run on a purchase order under the agreed quote and purchase terms. Quality remedies are assessed against those terms and applicable law. Email riku@rikuceramics.com with your PO number.

Nothing on this page removes a right the law gives you. Depending on the destination and the item, mandatory cancellation rights may apply even where we do not offer a voluntary return. Rights concerning faulty, damaged or misdescribed goods also remain in place.

If you are unsure where you stand, ask us before you order rather than after. We would rather talk you out of a piece than take the order and disappoint you.