Refund policy

Returns & Exchanges Policy

We want you to be happy with your handmade ceramic.
If something isn’t right, you can request a return or exchange within 14 days of delivery for unused items in perfect, undamaged condition.

All orders are shipped from our studio in Kaštel Sućurac 21210, Croatia.

Return Window & Basic Conditions

  • You have 14 days from the delivery date to request a return or exchange.
  • Items must be unused, undamaged, and in their original condition.
  • Original packaging, tags, and labels must be included.
  • For most returns and all exchanges, the customer pays the delivery costs (see details below).

Refunds & Exchanges

  • If we send the wrong item, wrong quantity, or the item has a clear defect caused by us, we will:
    • Ask you to return the item, and
    • Send you a new replacement piece as soon as we receive and inspect the returned item.
    • In these confirmed “our fault” cases, we cover the return shipping by providing a prepaid return label and we pay for shipping the replacement to you.
  • If you change your mind, or the piece is not the size/shape/color you expected:
    • You can return it for a refund of the item price (excluding original shipping).
    • You pay the return shipping.

  • Exchanges (customer preference):
    • If we have the requested item available, we can exchange your piece for a different size/shape/color.
    • In the case of an exchange, the customer pays all delivery costs:
      • Shipping the original item back to us, and
      • Shipping the new replacement item to you.

Non-Returnable Items

These items cannot be returned or refunded:

  • Personalized, custom-made, or one-of-a-kind cups made specifically for you.
  • Items damaged by customer handling, misuse, or improper care (for example: microwave or dishwasher damage if our care instructions on website advised against it).
  • Used items, especially those that have been used for food or beverages (for hygiene reasons).
  • Items returned after 14 days from delivery or without original packaging.

Items Damaged During Shipping

We carefully pack each cup using double-boxing, foam, and “fragile” labels.
If your order still arrives damaged:

  1. Contact us within 48 hours of delivery at heskxastudio@gmail.com.
  2. Include:
    • Your order number, and
    • Clear photos of:
      • The damaged item
      • The original packaging
      • The outside of the box
      • The internal cushioning/packing

After we review the photos:

  • If we confirm that the damage happened during shipping, we will send you a prepaid return label so you can send the damaged item back to us at no cost to you.
  • Once we receive and inspect the returned item, we will create and ship a replacement piece.
  • If a replacement is not possible (for example, a truly one-of-a-kind piece we cannot recreate), we will issue a full refund instead.

How to Start a Return or Exchange

  1. Email heskxastudio@gmail.com within 14 days of delivery.
    • Include your order number, photos of the item or issue, and a short explanation of what you would like (refund or exchange).
  2. We will confirm if your item is eligible and send you detailed instructions:
    • For change-of-mind returns and exchanges, you pay all delivery costs.
    • For confirmed defects or shipping damage, we provide a prepaid return label and pay for shipping the replacement.
  3. Ship the item back within 7 days of receiving our instructions to:
    HESKXA STUDIO
    Put Kave 11
    21210 Kaštel Sućurac
    Croatia
  4. After we receive and inspect the item, your refund or replacement will be processed within 5–7 business days.
  5. If you created a customer account at checkout, you can track your order and refund status via your Shopify account.

Shipping Costs, Customs & Fees

  • The customer pays return shipping for all change-of-mind returns and all exchanges (both the return shipment and the shipment of the replacement item).
  • For confirmed defects or shipping damage, we cover the return shipping via a prepaid label and send a replacement at our cost.
  • Original shipping costs are non-refundable.
  • For international customers returning items to Croatia, any customs, duties, or import fees on the return shipment are the customer’s responsibility.

Questions or Special Situations?

We are a small studio and always try to handle each case fairly.
If you are unsure whether your item can be returned or exchanged, email us at heskxastudio@gmail.com and we’ll do our best to help.

Last updated: March 10, 2026