Returns & Replacements

RETURNS & REPLACEMENTS

Every piece is thrown, trimmed and hand-painted to order by our artisans in Jalna. Because of that, we do things a little differently — no refunds, no change-of-mind returns, but a warm, no-fuss free replacement if anything reaches you damaged or defective.

The short version

  • No refunds and no change-of-mind returns. Each piece is handmade in small batches, just for your order.
  • Free replacements for anything that arrives damaged or defective — report within 48 hours of delivery.
  • Cancel within 24 hours of ordering (before it goes into production), by email.
  • Personalised pieces are non-returnable, unless they arrive damaged or we made a personalisation error.
  • Free shipping on every order, and free shipping on every replacement too.
A quick, honest heads-up so there are no surprises later. If anything below feels unclear, message us — we would much rather talk it through than leave you guessing.

Why we don't do refunds or change-of-mind returns

We are a tiny handmade studio, not a warehouse. Nothing sits on a shelf waiting to be sold — your clay is shaped, dried, fired and painted only after you place your order. No two pieces are ever identical, and each one carries a few hours of an artisan's day.

So we keep it simple and fair to the women who make your pottery: we can't take handmade pieces back for a change of heart, and we don't issue refunds. What we can promise is that if something is genuinely wrong, we will make it right, free of charge.

Arrived damaged or defective? We'll replace it, free

Terracotta travels a long way to reach you. If your piece turns up chipped, cracked or with a genuine making fault, we send a free replacement — no cost, no arguing. Here's how:

  1. Film your unboxing (best case). A continuous unboxing photo set or video is the single most helpful thing you can send. If you didn't film it, clear photos of the damage and the outer packaging work too.
  2. Email us within 48 hours of delivery. Write to shruti@happyearthstudio.com with your order number and the photos or video attached.
  3. We verify, quickly and kindly. Our team reviews the images to confirm the damage or defect.
  4. We remake and reship — free. Once verified, we handcraft your replacement and dispatch it to you at no cost. Shipping is on us.
Please report within 48 hours of delivery and hold on to the original packaging until your claim is sorted. It helps us understand what happened in transit — and helps us pack the next one even better.

Changed your mind? Cancel within 24 hours

Because production begins soon after you order, cancellations have a short window.

  • You can cancel within 24 hours of ordering, as long as your piece hasn't been dispatched.
  • Just email shruti@happyearthstudio.com with your order number and we'll take care of it.
  • Once a piece has moved into production or shipped, we're unable to cancel it — every step from that point is handmade and can't be undone.

A note on personalised pieces

Hand-painted names and messages are made just for you, so they can't be resold or returned. Personalised pieces are non-returnable — with two exceptions, and we take these seriously:

  • The piece arrives damaged, or
  • The personalisation is wrong because of an error on our end (a misspelling we made, the wrong name painted, and so on).

In either case, report it within 48 hours with photos and we'll replace it free. Do double-check your spelling and details at checkout — we paint exactly what's entered.

Good to know

Do you ever give refunds instead of a replacement?

Our policy is replacement-only, not refunds. If a piece is verified as damaged or defective, we remake and reship it free. In the rare case a replacement isn't possible, we'll reach out personally to find a fair solution together.

What if I report after 48 hours?

The 48-hour window helps us tell a courier mishap apart from everyday wear, so it's important. If you're just past it, still write to us with your photos — we'll always take a genuine look, even if we can't promise the outcome.

Who pays for the replacement and its shipping?

We do. A verified replacement is completely free — the remade piece and the delivery are both on us. You won't be charged anything.

My piece has a tiny variation in colour or shape. Is that a defect?

Almost certainly not — it's the handmade charm. Because everything is hand-thrown and hand-painted, slight differences in tone, texture and form are natural, and no two pieces are alike. A genuine defect means a crack, chip or a clear making fault, not the gentle character of handwork.

How do I keep my pottery happy for years?

Hand-wash with mild soap and warm water. Our glazes are lead-free, cadmium-free and food-safe, but most pieces aren't microwave or dishwasher safe unless the product page says so. A little gentle care keeps them beautiful for a long time.

Something not right with your order?

Send us your order number with unboxing photos or a video within 48 hours of delivery, and we'll sort out a free replacement. Mon–Sat, 10am–6pm IST.

Email us about a replacement

Prefer to chat? WhatsApp us, call +91 88300 48833, or read more in our Help Centre and Shipping Policy.