Returns, Refunds and Cancellations

Last updated: 11th November 2026

At CircleSquare Ceramics, we want you to be happy with your purchase. If something isn't quite right, please get in touch and we'll be happy to help.

1. Returns

We offer a 30-day returns period for eligible purchases made through our website. 

If you change your mind, you can return an item within 30 days of receiving your order, provided that:

• The item is unused and in its original condition.

• The item has not been damaged through use or handling beyond what is reasonably necessary to inspect it.

• Any original packaging and accessories are included, where applicable.

You are responsible for the cost of returning unwanted items. We recommend using a tracked delivery service, as we cannot accept responsibility for items lost in transit.

Please contact us before sending a return so we can provide the correct return address and instructions.

2. Your Right to Cancel an Online Order

Under UK consumer law, you have the right to cancel most online purchases within 14 days of receiving your goods, without giving a reason.

The cancellation period begins the day after you receive your order.

Once you have notified us that you wish to cancel, you have a further 14 days to return the goods.

To advise us of a cancellation, please email us at circlesquareceramicsshop@gmail.com, clearly stating your intention to cancel your order.

We will refund:

• The cost of the returned items.

• The standard delivery charge paid at the time of ordering.

If you selected a more expensive delivery option, we will only refund the equivalent cost of our least expensive standard delivery option.

Refunds will be made using your original payment method within 14 business days of receiving the returned goods or receiving evidence that you have sent them back, whichever happens first.

You are responsible for the cost of returning unwanted goods, provided this was made clear to you before purchase.

3. Exclusions from Change-of-Mind Returns

The right to cancel does not apply to certain types of goods, including items that are made to your specific requirements or clearly personalised.

This may include bespoke or personalised ceramic pieces commissioned to your individual specifications.

Please note that standard handmade ceramic pieces are not automatically excluded from the right to cancel simply because they are handmade or made to order.

These exclusions do not affect your statutory rights if an item is faulty, damaged or not as described.

4. Damaged, Faulty or Incorrect Items

All items are carefully checked and packaged before dispatch. However, if your order arrives damaged, faulty or incorrect, please contact us as soon as possible at  circlesquareceramicsshop@gmail.com.

Please ensure to include photographs of the item and its packaging to help us investigate the issue.

If an item is faulty, damaged or not as described, you are entitled to the remedies available under the Consumer Rights Act 2015.

This includes your right to reject faulty goods for a full refund within 30 days of receiving them. After this period, you may be entitled to a repair or replacement, or subsequently a refund where the legal requirements are met.

We will cover reasonable return costs for faulty, damaged or incorrectly supplied items.

5. Exchanges

If you would prefer to exchange an item rather than receive a refund, please contact us to discuss the available options.

Exchanges are subject to stock availability. Your statutory rights are not affected.

6. Order Cancellations and Amendments

If you wish to cancel or amend an order shortly after placing it, please contact us as soon as possible.

We will do our best to accommodate requests received within 24 hours of placing an order, provided the order has not already been processed or dispatched.

Please note that this 24-hour period does not restrict your statutory right to cancel an eligible online purchase within the legal cancellation period.

7. Refunds

Once we have received and inspected a returned item, we will confirm the outcome of your return request.

Where a refund is due, it will be issued to your original payment method.

Your bank or payment provider may require additional time to process the refund once it has been issued so please allow up to 7 business days. 

If you have any questions about a refund, please contact us at circlesquareceramicsshop@gmail.com.

8. Contact Us

For returns, cancellations, exchanges or questions about an order, please contact:

CircleSquare Ceramics

Email: circlesquareceramicsshop@gmail.com

We will be happy to assist you.

Nothing in this policy affects your statutory rights under UK consumer law.