Return and refund policy

We want you to love what arrives. If something isn't quite right, this page sets out how returns and refunds work.

Your right of withdrawal (14 days)

Under EU and French consumer law (Code de la consommation, articles L221-18 and following), you have the right to withdraw from your purchase without giving any reason within 14 calendar days from the day you receive your order.

You can also notify us by email at info@sueureceramics.com or by post to Sue Ure Ceramics, 1174 Chemin de Sauviac, 32300 St Michel, France.

How to return an item

1. Notify us within 14 days using the withdrawal form, email, or post (see above).
2. We confirm the return and send you the return address by email.
3. Pack the item carefully in its original packaging, unused and in resaleable condition.
4. Send it back within 14 days of notifying us, using a tracked service of your choice. We recommend tracked and insured.
5. We process your refund within 14 days of receiving the item back, to your original payment method.

Refunds

We will refund all payments received from you, including the original outbound delivery costs (except any supplementary costs arising if you chose a non-standard delivery method).

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them, whichever comes first.

Refunds are made to the same payment method used for the original transaction, within 14 days of receiving the goods back.

Return shipping

Return shipping costs are the customer's responsibility, unless the item arrived damaged or faulty.

Return address: Sue Ure Ceramics, 1174 Chemin de Sauviac, 32300 St Michel, France.

Items not eligible for withdrawal

Under article L221-28 of the French Code de la consommation, the following are excluded from the right of withdrawal:

• Goods made to your custom specification or personalised at your request.
• Sale items that were clearly labelled as final sale at the time of purchase.

All other items in our range are covered by the standard 14-day right of withdrawal.

Damaged or faulty items

If your order arrives damaged or faulty, please contact us within 7 days of delivery.

1. Take photos straight away of the outer packaging, inner boxing and the item itself.
2. Email us within 7 days at info@sueureceramics.com with your order number and the photos.
3. We respond within one working day with a replacement, store credit or full refund (including any return shipping).

You don't need to send a damaged item back unless we specifically ask. Please hold onto it until we've been in touch.

Reduction of refund

We may reduce the refund if the goods show signs of use beyond what is necessary to establish their nature, characteristics and functioning. In practice, this means returned items should be in the same condition you received them in.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under French, EU or UK law (whichever applies to you). For UK customers, equivalent rights are set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contact us

If you have any questions about returns or refunds, please email us or call +33 (0)9 67 79 03 45.