Refund policy
Return Policy – Studio Thornewood
We have a 14-day return policy only for damaged or defective items, which means you have 14 days after receiving your item to request a return if it arrives damaged, defective, or if you receive the wrong item.
To be eligible for a return, the issue must be due to damage or defect upon receipt, or an incorrect item being shipped. Please retain all original packaging, and provide photos of the damaged item and packaging, along with your receipt or proof of purchase.
To start a return for a damaged or defective item, you can contact us at amclanson@studiothornewood.com.
You can always contact us for any return question at amclanson@studiothornewood.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. Because each ceramic piece is handmade, small variations in shape, size, and glaze are normal and not considered defects.
Exceptions / non-returnable items
Except in cases of damage, defect, or incorrect item received, all sales are final and we do not accept returns or exchanges.
We do not accept returns for:
- Items that are not damaged or defective on arrival
- Custom or made-to-order pieces
- Gift cards
- Sale or discounted items
Please get in touch if you have questions or concerns about your specific item before purchasing.
Exchanges
We do not offer traditional exchanges. If your item arrives damaged, defective, or incorrect and a replacement is available, we may offer to send a replacement item instead of a refund. If a replacement is not available, we will issue a refund in accordance with this policy.
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 refund, please contact us at amclanson@studiothornewood.com.