Returns and Refund Policy
Returns and Refund Policy
Last updated: 14.02.2026
At Lou Bainbridge Ceramics, we want you to be happy with your purchase. This policy explains when and how returns and refunds are accepted.
Change of mind
Under UK consumer law, you have the right to cancel most online purchases within 14 days of receiving your item.
To qualify for a return:
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items must be unused and in their original condition
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you must contact us within 14 days of delivery
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returns must be sent back within 14 days of contacting us
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return postage costs are the responsibility of the customer
Original delivery/postage charges are non-refundable when an item is returned due to a change of mind.
Once the item is safely returned and inspected, a refund will be issued for the item cost only, using the original payment method.
Damaged or faulty items
Ceramics are fragile, and we take great care when packaging orders.
If your item arrives damaged or faulty:
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please contact us within 48 hours of delivery
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include clear photos of the item and packaging
Where an item is confirmed to be faulty or damaged, we will offer a replacement or a full refund, including original postage costs where applicable.
Handmade variations
All items are handmade, and slight variations in shape, colour, glaze, or finish are part of the making process. These natural variations are not considered faults and are not grounds for a refund.
Custom and made-to-order items
Custom or made-to-order pieces are non-returnable and non-refundable, unless they arrive faulty or damaged.
Once production has started, these orders cannot be cancelled.
Return conditions
Returned items must:
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be securely packaged
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include all original components
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be in resaleable condition
We cannot accept responsibility for items damaged during return shipping.
Refund timing
Refunds are processed once returned items are received and checked. Please allow a few working days for the refund to appear in your account, depending on your payment provider.
How to arrange a return
Before sending anything back, please contact us:
Email: loubainbridge.lb@gmail.com
We will provide return instructions and the correct address.