Returns & Withdrawal
We want the work you receive to be the work you expected.
This page explains change-of-mind returns, transport damage and your statutory rights if something is wrong.
14-day withdrawal for online purchases
For eligible online purchases of goods, the withdrawal period normally runs for 14 days from physical delivery.
You must inform Oktana before the withdrawal period expires.
A ready-made ceramic object does not lose this right merely because it is handmade or one-off.
How to withdraw
Customers may use the online withdrawal function at Withdraw from an online order.
No account is required. You may also send an unequivocal withdrawal statement by email to sales@oktanapottery.com or by another legally valid method.
After submission, we send confirmation by email without undue delay.
Returning the work
After notifying Oktana of withdrawal, return the work within the legally applicable period.
For change-of-mind returns, you bear the direct cost of returning the goods unless Oktana has agreed otherwise or applicable law requires otherwise.
Pack the work safely. You may inspect the work as you reasonably would in a shop. If handling goes beyond what is necessary to establish its nature, characteristics and functioning, any legally permitted reduction for diminished value may apply.
Refunds
We refund eligible payments within the legally required period, including ordinary outbound delivery cost where legally required.
Extra cost chosen for a more expensive delivery method need not be refunded beyond the standard-delivery amount where the law allows.
Oktana may withhold the goods refund until the returned item is received or you supply evidence of return, where permitted by law.
Refunds are made by the original payment method unless another method is expressly agreed and lawful.
A withdrawal notice and a refund decision are separate steps. Receiving confirmation of your withdrawal request does not by itself mean a refund has been approved.
Exceptions
The statutory withdrawal right may not apply to goods made to your specifications or clearly personalised.
Normal ready-made one-off ceramics are not classified as personalised merely because only one exists.
Faulty, damaged or not as described
Change-of-mind returns are different from statutory remedies for goods that are faulty, damaged or not as described.
Consumers retain their statutory conformity and legal guarantee rights. For consumer goods sold in the EU, the applicable minimum legal guarantee period applies.
Transport damage
If a ceramic work arrives damaged, contact us as soon as reasonably possible and, if you can, keep the packaging and send clear photographs of the object, box and protective material.
This helps us resolve the issue quickly and, where relevant, make a carrier claim. Contacting us quickly helps the process but does not remove statutory rights that cannot legally be waived.
Use Contact or the email above.
In-studio purchases
Purchases made in the studio are not distance sales. Ordinary shop purchases do not carry the statutory 14-day change-of-mind right that applies to eligible online orders, unless Oktana voluntarily offers a commercial return for a specific sale.