Refund and Returns Policy – Henroo Pottery

Thank you for shopping with Henroo! I want you to love your purchase, but I understand that sometimes things don’t go as planned. If for whatever reason you are unhappy with your purchase please email me at hello@henroo.co.uk and I’ll do what I can to help. Return postage will need to be paid by you the customer . Unfortunately I cannot accept returns for custom made things.

Damaged Items: Please inspect your order on arrival and contact me immediately if the item is defective, damaged or you have received the wrong item, so I can evaluate the issue and try to make it right. Please provide photos of the issue so we can resolve this as quickly as possible.
Personalised Items: As each personalised item is custom-made just for you, we’re unable to accept returns or provide refunds unless the item is faulty or damaged. We sincerely apologise for any inconvenience this may cause. Since these items are tailored to your specific requests, they cannot be resold or reused.
Non-Personalised Items: We accept returns within 30 days of purchase, provided the item is unused and is returned to me in its original condition. You will be responsible for paying for your own shipping costs for returning your item and ensuring it is securely packaged. Shipping costs are non-refundable. You should consider using a trackable postal service as I cannot guarantee that I will receive the returned item. When returning an item be sure to include your order number for reference.
Refunds : I will notify you when I have received and inspected your return and will let you know if the refund was approved or not. If approved your refund will be automatically refunded to your original payment method, within 10 working days. Please remember it can take some time for your bank or credit card provider to process the refund. If more than 14 business days have passed since I have approved your refund do get in touch with me at hello@henroo.co.uk

I hope you understand that the nature of handmade ceramics makes exchanges challenging, but if a suitable exchange is not available a refund may be offered. If you have any questions or concerns, please don’t hesitate to reach out to me.

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