Returns & Refunds Policy
We want you to love your purchase and feel confident shopping with us. This policy applies to purchases made in-store or online for click & collect or delivery. This policy applies to all products sold by Emma Does Pottery, including custom 3D printing services. Nothing in this policy overrides your rights under the Australian Consumer Law.
Your Rights Under Australian Consumer Law (ACL)
Under the ACL, you're entitled to a remedy if goods or services:
are faulty or defective;
are not as described or do not match the sample; and / or
are unsafe or not fit for their intended purpose
If it's a minor issue, we will repair, replace or refund. If there's a major fault, you can choose a replacement or a refund.
Change of Mind Returns — Pottery Supplies
We understand sometimes plans change. If you've changed your mind and the product is still in as sold condition, we accept returns within 14 days.
To be eligible, items must be:
unopened, unused, and undamaged
in original packaging
clean, dry, and free of clay/glaze residue or studio dust
accompanied by proof of purchase
Return shipping for change-of-mind returns is the customer's responsibility. Once inspected, eligible refunds are issued back to your original payment method withing 5-7 business days.
Items Not Eligible for Change of Mind Returns
For quality, hygiene and performance reasons, we cannot accept returns on:
opened or partially used clay;
opened glazes, underglazes, slips, and liquid mediums;
powdered materials, chemicals, and kiln supplies;
items showing evidence of moisture, dust, or contamination;
tools that have been used;
customised or personalised items;
gift cards; or
items sold as part of clearance, discount or specials (unless faulty - see 'Faulty or Damaged Products' below)
Once clay or liquid materials leave our care, we cannot verify storage or contamination. If any of these items are faulty, damaged or not as described, you are still covered by ACL.
Faulty or Damaged Products
If your product is faulty or damaged, please return your item along with your proof of purchase to our store. If your item was received via delivery, please contact us via email as soon as possible with:
your order number;
photos or video showing the issue; and
packaging photos (if damaged in delivery)
Once assessed, we will organise the appropriate ACL remedy:
repair;
replacement; or
refund
Click & Collect Orders
Please check your order when collecting. If you notice anything wrong, let us know straight away and we will fix it before you leave the store. If you discover an issue after collection, you’re still protected under ACL per our policy.
Delivery Orders
Please inspect your delivery as soon as it arrives.
If your item arrives damaged:
keep the packaging if possible
email us within 48 hours with photos of the product and packaging
We will sort things out quickly for you.
How to Request a Return or Refund
Visit us in-store with your item, or complete the "Orders" form with:
your name
order number
details of the issue/s
Once your form submission is reviewed, we may request photos and / or video to verify the issue. Once reviewed and approved, we’ll let you know how to return the item. Once item is received and inspected and confirmed as eligible for a refund, the refund will be issued back to your original payment method within 5–7 business days.
3D Printing
Custom 3D prints are made to your specifications. Because of this, we do not accept returns for 3D-printed items where:
you change your mind after ordering
incorrect measurements or files were provided / approved for printing
the final product differs from your personal aesthetic expectations
visible print layers or surface texture occur (which is typical for 3D printing)
Before approving your proof and finalising your order, please ensure:
all measurements are correct
all spelling is correct
your final design is correct
chosen material meets your needs
We’re always happy to help check all aspects before printing, just ask.
When you are entitled to a remedy for your 3D printing
You are protected under ACL if:
we printed the wrong size, file, colour, or material;
the print is defective or structurally unsound; or
the product does not match your approved request
Where a confirmed issue exists, we will reprint or refund as appropriate.
Need help?
We want you to feel inspired by your materials and supported by us. If you have any questions or need to discuss issues with the items you have purchased, please reach out via the "Orders" contact form.
We appreciate your support, and look forward to helping you create beautiful things.