Refund policy

Returns & Exchanges

All returns must be approved in advance. Before sending anything back, please email info(at)planina-ceramics.com with your order number and reason for the return or exchange. You’ll receive instructions on how to proceed.

Packaging & Damages
All items are carefully wrapped in paper, placed in a smaller box, and then in the shipping box to protect them during transit. Most pottery arrives safely, but if your item is broken or damaged, contact me within 7 days of delivery. I will gladly send a replacement or issue a refund if a replacement isn’t possible.

Returns for Other Reasons
If you wish to return an item because, for example, the variation is not to your liking, it must be in its original, unused condition. Refunds will only be issued if the returned piece arrives undamaged.

  • Return window: Contact within 7 days of delivery, ship items back within 14 days.

  • Custom, personalized, or made-to-order items cannot be returned or exchanged.

  • Buyers are responsible for return shipping costs. Original shipping fees are not refunded, unless the return is due to our error.

  • If your order qualified for free shipping, the original shipping cost will be deducted from your refund, unless the return is due to our error.

  • Buyers are responsible for customs and import taxes, as well as tracking the return shipment and contacting the courier if needed.

  • If the original packaging is damaged, please replace it as best as possible.

Failed Delivery / Unclaimed Packages
If an item is returned due to failed delivery or unclaimed shipment, you may either:

  1. Receive a refund minus all shipping costs and a 20% handling fee.

    • For DHL shipments, an additional 300 SEK fee for unclaimed packages will also be charged.

  2. Choose a repeat delivery, in which case the second shipping cost is your responsibility.