Returns, Withdrawal & Cancellation Policy
1. Scope
This Returns, Withdrawal & Cancellation Policy applies to purchases of Marina Prousali Handmade Ceramics products made remotely, either through the eShop or by contacting Marina Prousali Handmade Ceramics directly.
For retail sales to consumers, the terms set out in Part A apply. For wholesale orders and B2B collaborations, the terms set out in Part B apply.
PART A — Retail Sales
2. Right of Withdrawal
For distance retail purchases, consumers have the right to withdraw from their purchase within 14 days from the date they receive the product, without having to provide a reason.
To exercise the right of withdrawal, the customer must inform Marina Prousali Handmade Ceramics of their decision before the 14-day period expires.
Notification can be made using the contact details available on the website.
If your purchase was made through the eShop, you can also exercise your right of withdrawal using the “Withdrawal from Purchase” online form available on the website. After submitting your withdrawal notice, you will receive an acknowledgement of receipt by email.
You may also use the “Model Withdrawal Form (PDF)” available on the website. Use of the form is optional.
3. Returning a Product After Withdrawal
After notifying Marina Prousali Handmade Ceramics of the decision to withdraw, the product must be returned without undue delay and within 14 days from the date the withdrawal was communicated.
The product should be returned in suitable and secure packaging to ensure that it is protected during transit.
In the case of withdrawal due to a change of mind, the direct cost of returning the product is borne by the customer.
The customer is responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
4. Refunds
When the right of withdrawal is exercised, all payments made for the purchase will be refunded, including the original delivery costs corresponding to the least expensive standard delivery method offered.
Any additional cost resulting from the customer's choice of a more expensive delivery method will not be refunded.
The refund will be made without undue delay and no later than 14 days from the date on which the decision to withdraw was communicated.
The refund may be withheld until the product has been received or until the customer provides evidence that it has been sent back, whichever occurs first.
The refund will be made using the same payment method used for the original transaction, unless otherwise agreed.
5. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to products made to order according to the customer's individual choices or specifications, or to products that are clearly personalised.
6. Defective or Damaged Products
If a product is received defective or has been damaged during transit, the customer is asked to contact Marina Prousali Handmade Ceramics as soon as possible after delivery.
Photos of the product and its packaging may be requested to help assess the issue.
Where necessary, the defective or damaged product may need to be returned. In this case, the customer will be informed of the return procedure and will not be responsible for the related return costs.
Depending on the circumstances and in accordance with applicable law, an appropriate solution will be provided, such as replacement, repair where possible, or a refund.
7. Cancellation of Retail Orders
If you wish to cancel a retail order before it has been dispatched, please contact Marina Prousali Handmade Ceramics as soon as possible using the contact details available on the website.
If the order has not yet been dispatched, it may be cancelled and any amount already paid will be refunded to the customer.
For products made to order according to the customer's individual choices or specifications, or products that are clearly personalised, the terms set out in Section 5 apply.
If the order has already been dispatched, the terms above regarding the right of withdrawal and product returns apply.
PART B — Wholesale Sales & B2B
8. Order Cancellation and Deposit
If an order is cancelled after the deposit has been paid and production has begun, the 30% deposit is non-refundable.
9. Branded and Personalised Orders
Full payment in advance is required for orders of products bearing a stamp with the customer's logo.
These products are considered personalised and cannot be returned or exchanged due to a change of mind.
10. Returns and Exchanges
Wholesale products that have not been made to order or personalised may be returned within 14 days of receipt and exchanged for other products.
If seasonal products are returned, they may only be exchanged for other seasonal products.
The customer is responsible for both the return shipping costs and the shipping costs of the replacement products.
11. Defective or Damaged Products
If products are received defective or damaged, they should be returned to Marina Prousali Handmade Ceramics, with the related return shipping costs covered by Marina Prousali Handmade Ceramics.
A replacement or another appropriate arrangement will be agreed with the customer, depending on the circumstances.
12. Cancellations and Refunds
If an order is cancelled after the deposit has been paid and production has begun, the 30% deposit is non-refundable.
Refunds are not provided for returned products and will only be issued if Marina Prousali Handmade Ceramics is unable to fulfil or deliver the order.
The above does not affect the buyer’s legal rights in the event of defective products or where the order is not fulfilled as agreed.
13. Changes to this Policy
This Returns, Withdrawal & Cancellation Policy may be updated when necessary to reflect changes in the way products are sold or in applicable legislation.
Last updated: October 2026
