Refund policy
Returns, Refunds and Exchanges for Change of Mind
We do not offer returns, refunds or exchanges for change of mind on products, services or gift cards. Please look at every listing description carefully before making a purchase.
Our ceramics are all hand-made and as such there will be variations in size, shape and colour. This can be due to a number of factors, including individual glaze batches. These differences don’t constitute a fault but are part of the unique beauty and charm of hand-made ceramics.
Exchanges on Faulty Items
If your item arrives defective or faulty, or if you received the wrong item, please contact us within 48 hours of receiving the item.
Note: If the item was not damaged during transit and the item is deemed to be faulty, we will offer an exchange, and cover the cost of shipping the exchanged item.
To start an exchange:
a) Contact us at info@earthandnectar.com with the subject line Reporting a Problem, and explain the problem.
b) You will need a receipt or proof of purchase, your confirmation email can be forwarded as proof,
c) If the product is faulty, you will need to include a photograph of the faulty item, plus the packaging,
d) Once we have reviewed the problem, we will notify you by email of the next steps to take. These may include returning the product or selecting a replacement.
e) Please note: Items sent back to us without first reporting a problem may not be accepted and postage costs will not be reimbursed,
f) If the faulty item was included in a boxed set, then only the faulty item may be exchanged.
g) Exchanges will be processed once all details and photos of the defected item has been reviewed. If a similar item is not in stock, we will provide an alternative item of equal value or offer a refund,
h) Any difference in price will be refunded or charged accordingly. A refund will be at our discretion and are final,
i) If you received a wrong item, you will receive return instructions via email and shipping costs will be covered by us.
Contact us for any exchange questions at info@earthandnectar.com
Returns on Damaged Goods During Transit
We do not accept liability for lost or broken items which has occurred during transit, although we will prioritise your request for any new items if and when they become available.
All items are checked thoroughly for faults before packaging. All items are packaged very carefully using a secure double boxing method. However, sometimes accidents can happen in transit, in which case we cannot be held liable. In the unfortunate event your item is damaged during transit, please keep the broken item, all of the packaging and get in touch with Australia Post as soon as possible. Please refer to Australia Post website for instructions on how to make a claim here. Please note: only the recipient can make the claim. Australia Post includes insurance for items up to $100 within the standard postage option and additional insurance can be selected at checkout, see Extra Cover below.
Extra Cover
For items over $100, you might like to take out extra cover. Australia Post’s extra cover option provides loss or damage cover from $100 up to $5,000, and can be used to cover valuable items. Extra cover costs $2.50 for each subsequent $100 of cover (above $100 included cover) up to $5000. If you require additional cover, please [please choose Extra Cover at checkout] so we can add it to your postal order. We cannot add extra cover once orders have been lodged with Australia Post. The additional fee of $2.50 will cover all our gift boxes so you have peace of mind when making a purchase.
Disclaimers
a) Ceremonial Cacao
Ceremonial Cacao has a low melting point. During transit, cacao can melt and form a cacao block. This does not constitute a fault and is due to temperatures during transit or extended time in the elements. It is not uncommon for this to happen during the summer months.
If your cacao arrives melted or has formed a block, carefully chop it into small pieces, starting from the edge of the block, and place it into an airtight container. Melting does not change the taste of the product; however, marbling of the cacao may be seen.
b) Variations in hand-made ceramics
Our ceramics are all hand-made by us, and as such there will be variations in size, shape and colour. This can be due to a number of factors including the individual glaze batches and firing temperatures. These differences don’t constitute a fault but are part of the unique beauty and charm of home-made ceramics.
Our gift boxes include an Earth & Nectar daydream mug. Photos of our gift boxes include a daydream mug. This mug will likely not be the exact mug you were receive, but it will be similar in shape, size and appearance.
Contact us for any questions at info@earthandnectar.com.
