Refund policy

Every piece is made by hand, and we want you to be happy with it. This policy explains how to cancel, return or report a problem with your order. It follows our Terms of service and doesn't limit your rights under Dutch or EU consumer law.

Returning a piece within 14 days

You can cancel your order within 14 days without giving a reason. The 14 days start the day after you receive your order, or the last parcel of it.

Email us at hi@keritakesthewheel.com within those 14 days with your order number and the pieces you want to return. You can use the model cancellation form in our Terms of service, but a simple email is enough.
Send the piece back within 14 days after emailing us, to keri takes the wheel, Roerstraat 68-1,1078LS Amsterdam, The Netherlands.
Pack it carefully. Ceramics break easily and the piece is your responsibility until it reaches us, so we recommend a tracked and insured service.

You pay the return shipping costs, unless the piece arrived damaged or faulty, or isn't what you ordered.

You may handle the piece as you would in a shop. If it has been used or damaged beyond that, we may deduct the loss in value from your refund. You don't need the original packaging, but it helps the piece arrive safely.

Refunds

We refund the price of the piece and the standard shipping cost of your original order within 14 days of receiving your cancellation email. We may wait with the refund until the piece is back with us. If you chose a more expensive shipping option, we refund the standard rate only.

Refunds go to the payment method you used. Your bank may take a few extra days to process them.

Damaged, faulty or wrong items

Please check your order when it arrives. If a piece arrived broken, is faulty or isn't what you ordered, email us as soon as possible, within 7 days, with photos of the piece and the packaging. Please keep the packaging until we've sorted it out.

We send a replacement where possible, or refund the piece including shipping costs. You don't need to send broken pieces back unless we ask.

Small variations in shape, size, color and glaze are part of every handmade piece and are not defects. Colors may also look slightly different on your screen.

Commissions and personalized pieces

Commissions and personalized pieces, such as dishes with your initials, are made to your specifications. The 14-day right to cancel doesn't apply to them, so once you've confirmed the order and we've started, it can't be canceled or returned. Section 6 of our Terms of service explains how deposits work.

You are still fully protected if a commissioned piece arrives damaged, is faulty or differs significantly from what we agreed.

Exchanges

We don't offer direct exchanges. If you'd like a different piece, return the original within 14 days and place a new order.

Pottery classes

You can cancel a class booking free of charge up to 7 days before the class for a full refund. After that we don't refund, but you can send someone in your place or move to another date if there's space. If we cancel a class, you choose between a new date or a full refund. Section 7 of our Terms of service has the details.