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Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@industerracotta.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@industerracotta.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@industerracotta.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@industerracotta.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@industerracotta.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@industerracotta.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@industerracotta.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@industerracotta.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@industerracotta.com.

We have a 24 hrs return policy, which means you have 1 day after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@industerracotta.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@industerracotta.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@industerracotta.com.

Indus Terracotta – Return & Refund Policy

We hope you love your handcrafted Indus Terracotta jewellery. Because each piece is fragile and handmade, we have a simple and transparent policy to protect both you and our artisans.

1. Return Window

We have a 5‑day return policy, which means you have 5 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • In the same condition that you received it

  • Unworn and unused

  • With all tags and accessories intact

  • In its original packaging, including all protective boxes, padding, and pouches

  • Accompanied by a receipt or proof of purchase

Because our jewellery is made from fragile terracotta, it must be returned securely packed, ideally using the same protective materials in which it was delivered. Items that arrive damaged due to poor return packaging may not be eligible for a full refund.

2. How to Start a Return

To start a return, please contact us at info@industerracotta.com with:

  • Your order number

  • The item name

  • Clear photos of the item

  • Your reason for return

If your return is accepted, we will:

  • Provide you with the return address

  • Send a return shipping label (if applicable)

  • Share instructions on how and where to send your package

Items sent back to us without first requesting a return will not be accepted.

You can always email us at info@industerracotta.com for any questions about returns.

3. Damages and Issues

a) Handmade & Fragile Nature

Our jewellery is handcrafted from natural terracotta. Slight variations in colour, texture, brush strokes, or shape are part of the artisanal process and are not considered defects.

Terracotta is a delicate material and can break or chip if dropped, bent, or handled roughly. Please handle your jewellery with care.

b) Item Arrives Damaged (During Shipping)

If your order arrives broken, chipped, or visibly damaged on delivery:

  • Inspect your order as soon as you receive it

  • Contact us at info@industerracotta.com within 24 hours of delivery

  • Include clear photos of:

    • The damaged item

    • The inner and outer packaging

    • The shipping label

Once we review the issue, we will:

  • Offer a free replacement of the same design (if available), or

  • Offer a full or partial refund, depending on the extent of the damage and stock availability

We may need the damaged item to be returned or safely disposed of following our instructions.

Important: Damage reported after 24 hours from delivery may not be accepted, as we are unable to verify whether it occurred during shipping or after receipt.

c) Item Damaged After Delivery (Customer Handling)

We cannot offer refunds, returns, or free replacements for items that are damaged after safe delivery, including:

  • Accidental drops or impact

  • Damage caused by bending, pulling, or pressure

  • Breakage during wear, storage, travel, or cleaning

  • Damage from water, moisture, perfume, cosmetics, or chemicals

Such damage is considered wear and tear or improper handling, and is not covered under our return policy.

As a goodwill gesture, we may, at our discretion, offer a special discount on a replacement piece in such cases, but this is not guaranteed.

d) Damage During Return Shipping

If an item is returned to us and arrives damaged because it was not packed properly by the customer, we may:

  • Refuse the refund, or

  • Issue a partial refund, depending on the condition of the item

To avoid this, please follow our packing instructions carefully and always use strong, protective packaging.

4. Exceptions / Non‑Returnable Items

We do not accept returns on:

  • Custom or personalised pieces (including special orders, customised colours, or made‑to‑order designs)

  • Gift cards

  • Sale / clearance items marked as “Final Sale”

If you are unsure whether your item is eligible, please contact us before purchasing or initiating a return.

5. Exchanges

The quickest way to get the item you want is:

  1. Request a return for the item you have (if eligible)

  2. Once your return is approved, send the item back

  3. After we receive and inspect it, place a new order for the item you want

In cases where an item arrives damaged (and is reported within 24 hours), we may offer a replacement of the same design instead of asking you to place a new order, subject to availability.

6. European Union 14‑Day Cooling‑Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without a justification.

To use this right:

  • Your item must still be unworn, unused, with tags and in its original packaging

  • You must provide a receipt or proof of purchase

This cooling‑off right does not override the conditions regarding:

  • Handmade variations

  • Damage caused by customer handling

  • Non‑returnable items (such as custom pieces and gift cards)

7. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund is approved or declined.

If approved:

  • Your refund will be processed to your original method of payment within 10 business days

  • Your bank or card issuer may take additional time to post the refund to your account

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at info@industerracotta.com.

If you want, next I can also draft a short “Care Instructions” section for terracotta jewellery that you can link from this policy and put on product pages to reduce damage claims.