refund policy

At Terra Maree, each ceramic piece is made by hand in small batches. I want you to be happy with your purchase, and I'm always here to help if something isn't right.

change of mind

I don't offer refunds or exchanges for change of mind, including for pre-orders and custom-made pieces.

This does not affect your rights under Australian Consumer Law.

damaged or faulty items

Every order is carefully packed before leaving the studio.

If your order arrives damaged or you believe your piece is faulty, please contact me through the Contact page at terramaree.com.au.

Where possible, include your order number and photographs of the piece and packaging so I can understand what has happened.

I will review the issue and work with you to arrange an appropriate remedy in accordance with Australian Consumer Law.

handmade variations

All Terra Maree ceramics are made individually by hand. Small variations in shape, dimensions, glaze colour and finish are expected and are part of the handmade process.

These natural variations are not necessarily faults. However, nothing in this policy limits your rights if a piece fails to meet the consumer guarantees under Australian Consumer Law.

refunds, replacements and repairs

Under Australian Consumer Law, you are entitled to certain remedies if a product fails to meet consumer guarantees.

For a major failure, you may choose a refund or replacement, or retain the product and seek compensation for its reduced value.

For a minor failure, I will provide an appropriate remedy within a reasonable time, which may include a repair, replacement or refund.

If a replacement is unavailable because the piece is one of a kind, your statutory rights to another appropriate remedy remain unchanged.

return shipping

If a return is required, please contact me before sending your piece back so I can provide the appropriate instructions.

Where a product is confirmed to have failed to meet consumer guarantees, reasonable return shipping costs will be reimbursed in accordance with Australian Consumer Law.

refunds

Approved refunds will generally be processed to the original payment method. The time taken for the funds to appear will depend on your payment provider.

contact

For any questions about returns, refunds or a problem with your order, please get in touch through the Contact page at terramaree.com.au.