Informativa sui rimborsi

We understand — sometimes plans change.

At RouseClay, we work quickly to prepare your order so it can reach you as soon as possible. Once payment is completed, your order immediately enters our packing queue, which means there’s only a short window where we can attempt to stop it.

If you need to cancel, please email us as soon as possible at support@RouseClay.com with the subject line “Cancellation”, along with your full name and order number.
If we’re able to catch your order before it ships or goes into production, we’ll gladly issue a full refund.

If the order has already been shipped or produced, we’re unfortunately unable to cancel it — but we’ll still do our best to help you find a solution.

Returns

We’re sorry your purchase didn’t work out — and we’re here to help make the return process simple.

1. Return Window

You can request a return within 30 days of receiving your order.
Just email support@RouseClay.com with:

  • Your order number

  • The product name(s)

  • A brief explanation of why the item didn’t work for you

2. Return Requirements

To be eligible for a return:

  • The item must be unused and in its original packaging

  • Please keep your receipt or proof of purchase

  • Contact us beforehand to confirm the correct return address

3. Return Shipping & Fees

  • Original shipping and processing fees are non-refundable

  • Return shipping costs are the responsibility of the customer

  • A restocking fee may be applied

  • We do not offer product exchanges

If an order is returned due to an incorrect address, unclaimed package, or similar issues, an additional shipping fee will apply before resending or refunding.

Please note: We can only accept returns for items purchased through our official website (RouseClay.com).
Customized or personalized items are not eligible for return.

Damages

Oh no — we’re truly sorry if your item arrived damaged.

We offer a free replacement service for damaged goods (a small handling fee of $9.90 + $2.99 basic postage applies).
Please email support@RouseClay.com with:

  • Your full name

  • Order number

  • Clear photos of the damaged item

We’ll take care of it right away.

About Handcrafted Variations

Many of our pieces are handmade, which means each item has its own natural character:
glaze flow marks, slight size variations, kiln-change color shifts, tiny pinholes, firing spots, trimming marks, and subtle shape differences.
These are normal features of high-temperature ceramics and are not considered defects.

But if you feel something might be wrong, please reach out to us.
Email support@RouseClay.com with your order number, description, and photos — we’re always happy to help.

Refund Timeline

Refunds typically take up to 4 weeks from the day you ship your return.
This includes:

  • 5–10 business days for the package to reach us

  • 3–5 business days for us to process your return

  • 5–10 business days for your bank to complete the refund

Most refunds arrive sooner, but timing may vary depending on the carrier and your bank.

Lost Packages

Lost packages are very rare, but we’ve got you covered.

If your package is not delivered within 60 days, and you purchased shipping insurance at checkout, you’re eligible for a full refund.
Please contact us within 30 days of the 60-day window so we can reship or refund your order promptly.

Customs Duties

Tax included usually, But some countries may charge VAT, customs duties, or import taxes. If so, the responsibility of the recipient.

If you’re unsure about potential charges, your local customs office can provide more details.
Please note that we cannot refund shipping costs if a package is returned due to unpaid customs fees.

Customs inspections may also cause delays that are outside our control.