Complaints & returns policy

1. Who handles complaints

Complaints are handled by Denisa Obert, Skalná ul. 2257/3, 945 01 Komárno, IČO: 41259645, DIČ: 1034218053, at info@melgraceramics.com or through the contact form on this site.

2. Reporting a damaged or defective piece

Please check your parcel on delivery. Report transport damage within 3 days of receipt, and any hidden defect as soon as you notice it.

Include your order number, a description of the problem and photographs — of the piece and, for transport damage, of the packaging too. The photos are needed for the claim with the carrier, so please keep the packaging for now.

We confirm every complaint by email and settle it within 30 days at the latest.

3. How complaints are resolved

Our ceramics are made by hand and most pieces are one of a kind, so an exchange for an identical piece is often not possible.

The primary remedy is therefore a full refund, including the shipping you paid. If you prefer, we can instead agree on a similar piece, a piece from a new batch, or — where a defect is repairable — a repair.

Refunds are issued within 14 days of accepting the complaint, using your original payment method.

4. What is not a defect

Small differences in shape, glaze tone and glaze pattern, fine speckles, traces of the maker's hands and dimensional variation of a few millimetres are hallmarks of handmade work.

Complaints do not cover damage caused by improper use, thermal shock or dropping, nor normal wear.

5. Return shipping costs

For a justified complaint (damaged or defective piece) we pay the return shipping — we send a prepaid label or reimburse the cost against a receipt.

For the return of undamaged goods within the 14-day withdrawal period, return shipping is paid by the buyer.

6. Returning undamaged goods within 14 days

You may return ready-made goods within 14 days of receipt without giving a reason. Just email info@melgraceramics.com and we will confirm the return address.

Return the goods unused, clean and packed well enough to survive transport — damage on the way back is the buyer's responsibility. We refund within 14 days of the parcel arriving.

This right does not apply to pieces made to your individual specification.