Refund policy

Change of Mind

We understand that a change of mind can happen. If you are not completely satisfied with your purchase, you may request an exchange via store credit within 14 days of receiving your order.

To request an exchange, please email admin@hekiceramics.com.au with:

- Your full name

- Order number

- Delivery address

Only items that are unused, unwashed, and in original condition will be accepted. Any items that show signs of use, damage, or are deemed unsaleable may be refused.

Please note that return shipping costs for change-of-mind exchanges are the responsibility of the customer unless otherwise stated.

We will notify you once we’ve received and inspected your returned item(s), and let you know if the refund was approved or not. If approved, you’ll be sent an email with your store credit.

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Faulty Items

If you believe your item is faulty, please contact us at admin@hekiceramics.com.au as soon as you receive your order.

Your email must include:

- Your order number

- A brief description of the fault

- Clear photos showing the issue

Once assessed, we will advise you on the next steps. If the item is confirmed to be faulty, you will be eligible for a refund, replacement, or store credit in accordance with consumer law.

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Handmade Product Disclaimer

All of our products are handcrafted by artisans. As a result, each piece is unique and may vary slightly in colour, shape, size, or finish. These natural variations are part of the handmade process and are not considered faults. Minor differences are not valid grounds for a return or refund.