Refund & Returns Policy

Each KILS piece is made by hand in small batches. We take great care in making, inspecting and packing every piece before it leaves the studio and hope that you will be completely happy with your order.

If something isn’t right, please contact us at kilspottery@gmail.com and we will assist you.

If you change your mind about your purchase, please contact KILS within 7 days of receiving your order to request a return.

To be eligible for a change-of-mind return, the item must be unused, undamaged and in its original condition. It must be securely repacked, preferably using the original packaging, to ensure that it reaches us safely.

Please do not send an item back before contacting KILS and receiving return instructions.

For change-of-mind returns, the customer is responsible for arranging and paying for the return delivery. Original delivery charges and return delivery costs are not ordinarily refundable, subject to any rights you may have under applicable South African law.

Once the returned item has been received and inspected, we will let you know whether the return has been approved.

Every KILS piece is individually made by hand. Subtle variations in form, dimensions, glaze, colour, surface, speckling and other characteristics are a natural result of the handmade ceramic process.

These variations are part of what makes each piece individual and are not considered defects.

Where a product is made as part of a small edition or batch, the piece you receive may therefore vary slightly from the piece shown in the product photographs. For one-of-a-kind pieces, the photographs will generally represent the individual piece being offered for sale.

We make every effort to photograph and describe our work as accurately as possible.

Each order is carefully packed for transport. However, if an item arrives damaged, please contact KILS at kilspottery@gmail.com within 48 hours of delivery. Please provide your order number together with clear photographs of:

• the damaged item;
• the packaging in which it arrived; and
• the shipping box or parcel where relevant.

Please keep the item and its packaging until we have assessed the claim.

Once the damage has been assessed, we will arrange an appropriate remedy. Where possible, this may include a replacement. Because KILS pieces are made in small batches and some pieces are one of a kind, an identical replacement may not always be available. In such cases, a refund or another appropriate resolution will be arranged.

If you believe an item has a genuine fault or defect, please contact KILS with your order details and photographs of the issue so that we can assess it.

Normal characteristics and variations resulting from the handmade process are not considered faults. This does not affect your rights in relation to an item that is genuinely defective or otherwise does not meet the standards required by applicable South African consumer law.

Where an item is confirmed to be faulty, KILS will provide an appropriate remedy in accordance with applicable consumer law.

Once a return has been approved, KILS will provide the relevant return instructions. Returned items must be packaged securely to protect them during transport. KILS reserves the right to assess the condition of a returned item before approving a change-of-mind refund. If an item is damaged during return delivery because it was inadequately packaged, this may affect the amount that can be refunded, subject to applicable consumer law.

Once an eligible return has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method where possible. Depending on your bank or payment provider, please allow approximately 5–10 business days after the refund has been processed for the funds to reflect. For eligible change-of-mind returns, the refund will generally cover the purchase price of the returned item. Original and return delivery charges are handled separately as described above and subject to applicable South African law.

Purchasing an item at a discounted price or using a promotional code does not remove any rights you may have in relation to damaged or defective goods. Eligible returns of discounted items will otherwise be handled in accordance with this policy.

Nothing in this policy is intended to exclude or limit any rights or remedies available to you under applicable South African consumer protection law.

For returns, damaged deliveries, faulty items or refund enquiries, please contact:

KILS Pottery

kilspottery@gmail.com