Refund policy

Returns & Refunds Policy

1. Handmade & Unique Variations

Earth & Artisan curates handmade and unique pieces.

  • Artisanal Variations: Because our items are handmade, please allow for natural variations in color, texture, and size. These are characteristics of the artisanal process, not defects.
  • Informed Purchase: We provide high-quality images of every item, specifically intended to show "makers' marks," characterful imperfections, and unique textures. By completing your purchase, it is understood that you have reviewed these images and are satisfied with the unique aesthetic and "perfectly imperfect" nature of the item as displayed.

2. Change of Mind

You have a 7-day cooling-off period to return an item if you change your mind.

  • Condition: The item must be returned in its original, unused condition and in its original packaging.
  • Return Shipping: The cost and risk of the return courier are for the customer’s account.
  • Refund vs. Credit: For "Change of Mind" returns, we issue Store Credit to the value of the item (excluding the original shipping fee).

3. Damaged or Defective Items

We provide the following protections for items that are truly defective or damaged:

  • Transit Damage: If an item arrives broken, you must notify us in writing within 48 hours of delivery. This is a strict requirement to comply with our courier's liability window.
  • Assessment: We will assess the item to determine if the issue is a material defect or a characterful "makers' mark" disclosed in the product images.
  • Refund vs. Credit: If an item is found to be defective or damaged in transit, you are entitled to a full refund to your original payment method.
  • Exclusivity Note: Because our items are often one-of-a-kind, we generally cannot offer replacements. In these instances, you may choose between a full refund or store credit.

4. Exclusions

  • Items used, washed, or altered after delivery.
  • Damage caused by failure to follow care instructions (e.g., soaking wooden boards or dishwashing handmade ceramics).
  • We do not offer extended product warranties due to the unique and curated nature of our items; however, your right to receive an item that is of good quality and free of defects at the time of purchase remains protected.

5. How to Process a Return

  • Notification: Email hello@earthandartisan.co.za within 48 hours for damage or 7 days for change-of-mind.
  • Evidence: Attach photos of the item and the packaging.
  • Processing: Refunds or Store Credits will be processed within 10–14 business days of the item arriving back at our premises in its original condition.