Refund policy

Returns & Exchanges — Beleza Ceramics

Overview
We want you to love your Beleza pieces. This policy explains how returns, exchanges, and refunds work for different product types; The Pottery Kits, Beleza Curated pieces, & our Pottery Night tickets.

1. In-stock Pottery Kits

Returns window: You may return unused, undamaged pottery kits & supplies within 30 days of delivery for a refund (to the original payment method), subject to the rules below.
Condition: Items must be returned in original condition and packaging, with proof of purchase. We reserve the right to refuse a refund for items returned in an unsellable condition.
Return shipping: Customers are responsible for return shipping costs unless the return is due to our error (wrong item or damaged on arrival). Shipping charges are non-refundable.
Processing time: Once we receive and inspect your return, we will email you about approval/rejection. Approved refunds are processed to the original payment method within 14 business days of inspection.
Sale items: Sale/clearance items are final sale and not eligible for refund unless defective.

2. Made-to-Order / Curated Pieces

Non-returnable (unless defective): Made-to-order and custom curated pieces are created specifically for your order and therefore cannot be returned for a change of mind.
Defects & damage on arrival: If a made-to-order item arrives damaged or is defective, contact us within 7 days of delivery with photos and your order number at hello@belezaceramics.com. We will assess and, at our discretion, offer repair, replacement, or refund.
Large or wholesale custom orders: For large custom orders, please contact us before placing your order to confirm timelines and return/exchange provisions.

3. Event Tickets (Pottery Night)

Refunds & cancellations: Refund requests for Pottery Night tickets will be honoured only if requested at least 72 hours prior to the event start time. No refunds for no-shows or cancellations within 72 hours. (See full Pottery Night Terms & Conditions for details.)
Rescheduling: If an event is rescheduled by Beleza Ceramics, your ticket will be applied to the new date or you may request a refund if you cannot attend the new date.
Kiln / firing failures: Ceramics can fail during drying or firing. No refunds will be issued for items that fail in the kiln due to the intrinsic risk of the process or user technique. If your piece does not survive firing, you may be eligible for our Happy Accidents remedy (choice between; your piece recreated to it's best likeness, OR a free future Pottery Night ticket coupon). Happy Accidents remedies are issued at Beleza Ceramics’ discretion and only applicable to full explosions, not cracks or handle breakages — contact us and we’ll explain your options.

4. Exchanges

We only replace items if they are defective or damaged. To request an exchange, email hello@belezaceramics.com with photos and your order number. We’ll review and advise next steps. Exchange shipping costs follow the same rules as returns (customer pays unless our error).

5. How to start a return / claim a refund

Email hello@belezaceramics.com with your order number, reason for return, and photos if the item is damaged or defective.
We’ll reply with a returns authorization and shipping instructions if your return is approved. Do not ship items without prior authorization — unauthorized returns may be refused.
Pack the item securely (we recommend a tracked service and insurance for items over $100). You are responsible for the item until it reaches us.
Once we receive and inspect the return, we’ll email you with the outcome and process any approved refund/exchange.

6. Gifts & Promotional Items

Gifts: If the item was marked as a gift at purchase and shipped directly to you, you’ll receive store credit for the value of the return. If not, refunds will be issued to the original purchaser.
Promotional / free items: Free promotional items included with your order must be returned unused with the rest of the order. If the free item is not returned, its retail value may be deducted from your refund.

7. Lost / Missing returns & late refunds

If you don’t receive a refund, first check your bank/credit card company. If the refund still hasn’t appeared after a reasonable processing time, contact us at hello@belezaceramics.com and we’ll investigate.
We recommend using a tracked postal service — we are not responsible for items lost in transit back to us.

8. Questions

If you have questions about whether an item is returnable or need help starting a return, email hello@belezaceramics.com or DM @BelezaCeramics on Instagram.