Refund policy

Acknowledgement of uniqueness of each Ceramic Item

Due to the handmade nature of ceramics, please expect that the finish, colour and ceramic lines may vary from picture to product and from product to product. This is not a fault and it is a result of the natural crafting, firing and glazing process. This is a showcase of the uniqueness of each item, characteristics that should be embraced. Before we ship to you, all Bottega Terra pieces are thoroughly inspected and quality controlled to ensure our high-quality standards are adhered to.

Damages and issues

Please inspect your order upon reception and contact us immediately and within 7 days of the delivery date at hello@bottegaterra.com.au . Please include photos of the damaged product/s so we can assess the issue.

If the item is defective, damaged or if you receive the wrong item, we can evaluate the issue and make it right for you. If the issue exists, the article/s and their original and intact packaging must be presented at an Australia Post Corporate outlet as soon as possible for inspection. You can locate the nearest corporate outlet here (this will need to be a Post Shop or Business Hub/Centre, not an LPO or CPA): https://auspost.com.au/locate/

Once proof is provided that the parcel with the item/s have been presented to the Post Office, we will issue the refund within 1-2 business days.

Returns on Ceramics

We strive to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with your order, we offer the following return policy:

We accept returns sent back within 15 days of the delivery date. 

Items must be returned in their original packaging, unused condition, with all protective wrapping and labels intact. Failure to do so will impact your eligibility for a refund. 

We do not accept returns on personalised, custom-made or clearance items, unless they are defective or damaged upon arrival.

How to Return

1. Please contact us at hello@bottegaterra.com.au to request a return authorisation. Be sure to include your order number, photo/s of the product and the reason for your return.
2.  Pack your items securely in their original packaging re-using all the wrapping paper you received to avoid damage during return shipping.
3. Return shipping is at the customer's expense unless the item is defective, damaged, or incorrect. 
4. We require a tracked shipping method for returns and require you to provide this information to us. This is because we are not responsible for lost or damaged packages.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not based on the above conditions. If approved, you will 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. Please note that original shipping costs are non-refundable unless the return is due to an error on our part.

Exchanges

If you would like to exchange an item for a different size or colour, please follow the return process above and place a new order for the desired item.