Returns, breakage and refunds

You have 3 days from the day the parcel is delivered to ask for a return or an exchange. Ask on day 3 and you are inside it; the pickup itself can happen after.

Every piece is wrapped on its own and nested in moulded pulp, but ceramics travel a long way. If anything arrives broken, chipped or cracked, film the unboxing and send us the video within 48 hours of delivery - from the order in your account or on WhatsApp. We replace it, or refund it if that glaze has sold out, and you do not post the pieces back.

The video matters because it is the one thing a courier claim accepts. Without it we will still look at photos, but we cannot promise the same outcome.

Unused, unwashed and in the packaging it arrived in, with every piece of a set. A mug that has been through the dishwasher is no longer something we can send to the next person.

Pieces made or customised to order - a logo stamp, a special glaze, a corporate batch - and anything bought under a clearance that says “final sale” on the product page itself.

None of this applies if the item reached you damaged, faulty or not what you ordered. In that case it comes back whatever it is.

Every piece is shaped, glazed and finished by hand in Khurja. Speckle that falls differently, glaze that pools a little deeper near the base, a rim a millimetre off its neighbour, a tiny pinhole in the glaze - these are marks of the process, not defects, and they are not grounds for a return. Each product page says so before you buy.

A wrong glaze is different. If a piece arrives in a clearly different glaze from the one you ordered, it comes back free and we pay for the return.

Open the order in your account and start the return there, or message us on WhatsApp with your order number and what is wrong. A return needs your unboxing video or photos, which you can add to the request from the order page. An exchange for a different glaze or set does not.

We arrange the pickup from the same address the parcel went to, usually within two to four working days. If your pincode is outside the courier’s reverse-pickup network we will tell you and cover the cost of posting it back instead - we do not leave you to absorb that.

Once the parcel reaches us it is checked, and the refund is issued within 5 working days of that check.

Prepaid orders are refunded to the original payment method. How quickly it appears is then your bank’s business, not ours - usually 3 to 7 working days for a card, sooner for UPI.

Cash-on-delivery orders are refunded by bank transfer. We will ask for an account number and IFSC, and we will ask for them on WhatsApp or by email - never by asking you to click a payment link, and never for a card number, a PIN or an OTP. Anyone who does that is not us.

We refund the price you paid for the returned items. The ₹49 cash-on-delivery handling charge is not refunded on a change-of-mind return, because it was already spent collecting the money. On a damaged, faulty or wrong item it is refunded with everything else.

For a different glaze or set of the same piece, ask for an exchange when you start the return. We pick the first parcel up and send the replacement once it reaches us, subject to it being in stock.

If it is not in stock we refund instead rather than make you wait without a date.

Free, any time before the parcel is dispatched. Until we start packing it, cancel it yourself from the order in your account; once packing has begun, message us and we will cancel it if it has not left. A prepaid order cancelled before dispatch is refunded in full to the original payment method, with nothing deducted - the refund starts at once and banks usually show it within 5 to 7 working days.

Once a parcel has left us it can no longer be cancelled - refuse it at the door or start a return after it arrives. Both work, and neither costs you anything on a prepaid order.

We may cancel an order ourselves if an item turns out to be out of stock, if a price was plainly wrong, or if we cannot reach you to confirm a delivery address. We tell you why, and anything paid comes straight back in full.

Write to hello@flueartpottery.com and it goes to our grievance officer, who answers within 48 hours. That route is there under the Consumer Protection (E-Commerce) Rules, 2020, and using it costs you nothing.