Refund policy

Returns and defects policy
We do not offer refunds for change of mind or incorrect purchases. Please ensure you are confident before buying — double-check dimensions, product details, and colours carefully.

To be eligible for a return, your item must have arrived damaged or defective. If your order was damaged during shipping, please contact us as soon as possible with photos of the item and packaging so we can assess and resolve the issue. Items must be unused and returned in their original packaging, along with proof of purchase.

To start a return, you can contact us at info@backyardceramics.co.nz. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@backyardceramics.co.nz.

Exceptions / non-returnable items
All our ceramics are individually handmade. Slight variations in shape, size, and glaze finish are natural and celebrated — these are not considered defects.

We also do not accept returns on sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item.

Exchanges
We only offer exchanges or replacements if an item is defective or damaged. If approved, you may return the item for a replacement of the same product, subject to availability.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it — unused, with original packaging — and you’ll also need the receipt or proof of purchase.

Refunds
Refunds are only available for defective or damaged items. Once we’ve received and inspected your return, we’ll let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@backyardceramics.co.nz.