Refund & Returns Policy
Gravepots — Refund & Returns Policy
Please read carefully before ordering. By completing your purchase, you agree to all terms below.
Handmade & Made-To-Order — Please Understand Before You Buy
Every Gravepots piece is handmade and made to order. We do not hold inventory — production for your pot begins after you order. Because each item is individually sculpted, fired, and hand-painted specifically for you, all sales are final and orders cannot be cancelled or refunded once placed, except as set out below.
By completing your purchase you acknowledge and accept that:
- Your item is made-to-order, and therefore non-refundable and non-cancellable except in the circumstances stated in this policy.
- Production and delivery take time from the order date, as each pot is individually hand-crafted one at a time. This timeframe is part of the product and is not grounds for a refund.
- You have selected the correct design at checkout.
Product Description — Please Note
Gravepots pieces are handmade ceramic planters, individually sculpted, kiln-fired, and hand-painted. Because each pot is made by hand, small variations in size, shape, colour, glaze, texture, and finish are normal and expected. Any plants, flowers, soil, or styling shown in our product images or social media content are for presentation only and are NOT included with the product unless explicitly stated. By purchasing, you understand you are buying the handmade ceramic pot itself.
Production & Delivery Timeframe
Handmade production plus delivery takes time from your order date, as each piece is made by hand to order. The estimated timeframe is clearly stated before purchase. Requests for refunds based on change of mind, or on delivery taking the expected and stated time, cannot be accepted.
No Cancellations or Change-of-Mind Refunds
Because production begins after you order and each item is made to order:
- We do not offer refunds or cancellations for change of mind.
- We do not offer refunds for delivery taking the expected, stated time.
- We do not offer refunds for ordering the wrong design (please choose carefully at checkout).
Circumstances Eligible for a Refund or Replacement
A refund or replacement may be offered only where:
- We sent you the wrong design (a design different from the one you selected and paid for at checkout), or
- Your item arrived physically broken or damaged in transit.
To be eligible, all of the following are required:
- You contact us within 48 hours of delivery (per carrier tracking).
- You provide proof of your order (order number and confirmation).
- You provide a clear, continuous, unedited video that shows the issue — including the item, the packaging, and clearly demonstrating either the wrong design received or the transit damage. Photos alone are not sufficient.
- The item is in its original condition and packaging.
Claims missing any of the above may not be accepted. We assess all evidence and determine eligibility in good faith.
Not Eligible (Examples)
- Change of mind
- Ordering the wrong design yourself
- Delivery taking the expected, stated time
- Minor handmade variations (see below)
- Plants or styling not being included (these are presentational only)
- Claims without order proof and video evidence
- Claims made after 48 hours from delivery
Handmade Variation Disclaimer
Every pot is sculpted, fired, and painted by hand. Small natural variations in shape, glaze, paint, texture, surface marks, or slight differences from photos are normal characteristics of a handmade product — not defects — and on their own are not eligible for refund or replacement.
Damaged in Transit
If your item arrives physically broken due to shipping, contact us within 48 hours of delivery with your order proof and a clear unedited video showing the damage and the packaging. Approved transit-damage claims are eligible for a replacement, once the process above is verified.
How to Submit a Valid Claim
Contact us through the details provided on our website within 48 hours of delivery with: (1) your order number, (2) proof of purchase, and (3) the required unedited video. Do not send anything back without written authorisation — unauthorised returns are not accepted.
Delivery & Carrier Responsibility
Once your order is handed to the carrier, responsibility for transit transfers to the carrier. Carrier tracking is confirmation of shipment and delivery. If a parcel is held by a carrier for any reason, it is the customer's responsibility to resolve within the carrier's timeframe.
Incorrect Shipping Address
Ensure your address is accurate at checkout. We are not responsible for failed deliveries resulting from incorrect or incomplete addresses. Parcels returned due to address errors may be resent at the customer's cost.
Uncollected or Returned Shipments
Shipments returned due to non-collection or refusal are not considered a failed delivery if tracking confirms the parcel reached the destination. Reshipment may incur additional cost.
Contact
For all order and claim inquiries, please use the contact details provided on our website.
Agreement
By completing your purchase, you confirm that you have read, understood, and agreed to this entire policy, including the made-to-order terms, the handmade variation disclaimer, the production-and-delivery timeframe, and the evidence requirements.
