Refund policy

Your rights. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Handmade variation. Each piece is made by hand, so glaze, colour, pattern and size vary a little from the photos. Variation of this kind is part of the work and isn’t a fault.

Change of mind. If you change your mind about a ready-to-ship piece, you can return it within 7 days of delivery. Email us first with your order number. The piece must be unused and in its original condition and packaging. Return postage is yours to pay, and the piece is your responsibility until it reaches the studio, so please pack it well and send it tracked and insured. Once it arrives and we’ve checked it, we’ll refund the price of the piece to your original payment method within 5 business days. The original shipping fee isn’t refunded.

Made-to-order pieces, pre-orders and commissions. These are made for you, so they can’t be returned for change of mind. For commissions, the 50% deposit is non-refundable. It holds your place in the studio schedule.

Damaged in transit. If your piece arrives damaged, email marketing@tantrimustikaceramics.com within 48 hours with photos of the piece and the packaging, and keep the packaging until we’ve sorted it out. We’ll arrange a repair, replacement or refund.

How to start a return. Email marketing@tantrimustikaceramics.com with your order number before sending anything back.