Returns & Refunds Policy

1. Our Approach
Each ceramic piece is handmade with care, which means natural variations in shape, tone, and glaze are part of what makes every item unique. We don’t view these as imperfections — they’re a reflection of the making process and the individuality of the piece.

That said, we want you to love your purchase. Please read below for how returns and replacements work.

2. Returns on Standard Products
If you’re not satisfied with a standard (non-custom) item, you may request a return within 7 days of receiving your order.
- Items must be unused, in their original condition, and in the original packaging.
- You’ll be responsible for the return shipping costs unless the product was damaged or incorrect upon arrival.
- Once we receive the item and inspect it, we’ll issue a refund or store credit within 7 working days.

3. Damaged or Broken Items
We package our ceramics with care, but breakages can occasionally happen in transit.
If your item arrives damaged:
1. Please email us within 48 hours of delivery at [your email address] with photos of:
   - The damaged item
   - The packaging (box and padding materials)
2. We’ll review the claim and either:
   - Send a replacement (if stock is available), or
   - Offer a refund or store credit, depending on the situation.

We may request that you keep the broken item until the claim is settled (for courier insurance purposes).

4. Custom Commissions & Made-to-Order Items
Custom commissions, personalised designs, or any made-to-order items are non-refundable and non-returnable, as they’re made especially for you.
If a commissioned piece arrives damaged, we’ll replace or remake it at no additional cost — provided the damage occurred during delivery and you notify us within the 48-hour window.

5. Exchanges
We currently don’t offer direct exchanges due to the small-batch nature of our collections. If you’d like to replace an item with another, please follow the return process and place a new order once your return has been approved.

6. How to Start a Return or Report Damage
To initiate a return or report a damaged item, please contact us at: zarukadesign@gmail.com.
Include your order number and photos where relevant. We’ll respond within 2–3 working days.