Refund policy

1. Returns and refunds

At Gratia Terracotta Pots, every piece is carefully handmade and inspected before dispatch. However, we understand that unforeseen situations can arise, and we accept returns under the conditions described below.

1.1. Timeframes

  • The customer has 14 days after receiving the order to request the return or exchange of the item, in accordance with the legislation in force.
  • The request must be made by email to gratia_nd@sapo.pt, stating the order number and the reason for the return.
  • After notifying us of the return, the item must be dispatched within 14 days at most.

1.2. Condition of the item

  • The item must be returned in its original condition, with no signs of use, and in its original packaging (or equivalent), to ensure protection during transport.
  • As these are fragile items, it is the customer's responsibility to ensure that the pot reaches the shop without breakage or damage.
  • We recommend using secure packaging and suitable protection (padding, cardboard, bubble wrap, polystyrene, etc.) when sending the return.

1.3. Notice, hand-painted products, unique pieces

Our hand-painted pots are truly unique. Each piece is individually decorated by Portuguese artisans, which means that no pot is exactly the same as another, even within the same model.

Variations may include:

  • Distribution and intensity of the marks and patterns;
  • Shade and saturation of the colours;
  • Positioning of the decorative elements.

These differences are a valued characteristic of the craftsmanship and ensure that each customer receives a unique and authentic piece. The photographs shown are representative of the general style, but the pot received will have its own individual characteristics.

These handcrafted variations do not constitute a defect nor a reason for return. As these are handcrafted and unique items, small variations in colour, texture or shape are part of the identity of each piece.

1.4. Return costs

The shipping costs of the return are borne by the customer, except when the reason for the return is due to an error on our part or a manufacturing defect: in these cases, the return is at no cost to the customer.

1.5. Refund

  • After receiving and checking the returned item, the refund is processed within a maximum of 14 days.
  • The refund is made using the same payment method used for the purchase, at no additional cost to the customer.
  • We may withhold the refund until the returned item is received or until proof of dispatch is provided, whichever occurs first.
  • The customer is responsible for any depreciation of the item resulting from handling beyond what is necessary to check its nature and characteristics.

2. Warranty and after-sales support

Our pots are carefully inspected before dispatch and are covered by the legal guarantee of conformity against manufacturing defects, in accordance with the legislation in force, for a period of 3 years from the date of delivery of the goods.

2.1. How to make a warranty claim

To request assistance under warranty:

  1. Identify the problem and photograph the defect clearly;
  2. Send an email to gratia_nd@sapo.pt, stating the order number and attaching the images;
  3. After an initial review, it may be necessary to collect the product for technical assessment.

After assessment, the appropriate solution will be presented in accordance with the applicable legal terms, which may include repair, replacement, price reduction or refund.

2.2. Situations not covered by the warranty

The warranty does not apply when it is found that the situation results from:

  • Falls, impacts, incorrect handling or any physical damage, including small chips, cracks or crazing, likely to compromise the integrity of the material and allow water infiltration;
  • Use of harsh cleaning products (such as bleach, acids or abrasive detergents);
  • Use of pressurised water (such as high pressure hoses or washers);
  • Exposure to direct heat sources (such as fireplaces, heaters, embers or flames);
  • Alterations, repairs or interventions carried out without prior authorisation;
  • Exposure to exceptional weather conditions outside the region's usual pattern;
  • Natural wear resulting from normal use, including variations in shade, the development of patina or mineral deposits, provided these do not compromise the structural integrity of the pot.

2.3. Usage recommendations

To ensure the durability of the product, we recommend proper use and maintenance, particularly with regard to drainage, exposure and cleaning.

3. Consumer rights

These terms do not affect the consumer rights provided for in the legislation in force.