Last updated: 31.10.2026
Everything we sell is clay, and clay is fragile in transit. This policy is built around one promise: if a piece reaches you damaged, we make it right quickly, without asking you to pack a broken pot back into a box.
Report damage within 24 hours of delivery
If your order arrives damaged, email us at groundswellmarketinglabs@gmail.com within 24 hours of delivery, as shown in the courier tracking. Please include:
- Your order number
- Clear photos of the piece from more than one side
- A close-up photo of the damage
- A photo of the outer box and the shipping label
Please keep the piece and all packaging until your claim is resolved. If you record a video while opening the parcel, send that too. It is not required, but it helps us resolve your claim faster.
If the piece is broken
If the piece is broken, cracked through, or can no longer be used, we will review your photos and offer a full refund or, if the same piece is in stock, a free replacement. You choose.
If the damage is minor
If the damage is small, such as a chip, dent or scuff that does not stop the piece from being used, you choose between:
- Keep it with a partial refund, which we will offer based on the damage, or
- Send it back. We arrange pickup at our cost and refund you in full once it reaches us.
We will never ask you to keep a damaged piece you do not want.
What is not damage
Each piece is clay and no two are the same. These are part of the material and are not treated as damage:
- Small differences from the photograph in shape, size or colour
- Firing marks, colour shifts and surface variation
- Gradual darkening where the clay meets water
Cracks, chips, and a missing drainage hole on a planter are defects and are covered above.
Wrong item
If we send you the wrong piece, we will arrange pickup at our cost and send the right one, or refund you in full.
Change of mind
Because clay does not travel well twice, we do not accept returns for change of mind.
Cancellations
Before dispatch: email us with your order number and we will cancel and refund your order in full.
After dispatch: orders cannot be cancelled once shipped, as a returned parcel is likely to break in transit. If the piece arrives damaged, the damage terms above apply.
Refund timeline
Approved refunds are initiated within 7 days of approving your claim where no return is needed, or within 7 days of receiving the returned piece. Refunds go back to your original payment method. The time it takes to reach your account depends on your bank or payment provider.
Claims after 24 hours
We cannot accept damage claims reported more than 24 hours after delivery, because after that we can no longer tell damage in transit from damage in use.
Contact
Email: groundswellmarketinglabs@gmail.com
Phone: 9980571010