Refund policy

Purely Porcelain (Pty) Ltd sells hand-sculpted porcelain exactly as described and pictured on www.purelyporcelain.co.za. We replace, repair or refund goods that arrive damaged, are faulty or are not what you ordered. We do not accept change-of-mind returns, except within the 7-day cooling-off period the law requires. This policy forms part of our Terms and Conditions and does not limit your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

1. Goods damaged in delivery, defective or incorrect

Every piece is checked and packed for fragile transport before it leaves our studio. If your order arrives broken, chipped or cracked, has a manufacturing defect within 6 months of delivery, or is not what you ordered, we will repair it, replace it or refund you, whichever you choose. We pay the return shipping.

Please unpack your order carefully and check it as soon as it arrives. To make a claim:

  1. Email shop@purelyporcelain.co.za with your order number and photos of the item, the packaging and the box label.
  2. Report delivery damage as soon as possible, ideally within 48 hours, so we can take it up with The Courier Guy. Keep all the packaging until your claim is settled.
  3. We will arrange collection or tell you how to return the item.
  4. Once we have checked the item, we will repair or replace it, or refund you.

Small variations in glaze, colour, shape and markings are a natural part of hand-sculpted porcelain and are not defects.

2. Damage after delivery

Porcelain is fragile. Once your order has been delivered in good condition, we do not repair, replace or refund items that are dropped, knocked, chipped or broken, or that are damaged through misuse, careless handling, or use that does not follow the care instructions supplied.

3. 7-day cooling-off

As required by section 44 of the Electronic Communications and Transactions Act, you may cancel your order within 7 days of receiving it, without giving a reason. To do this:

  1. Tell us in writing at shop@purelyporcelain.co.za within 7 days of delivery, and include your order number.
  2. Return the item unused, in its original packaging, and in the condition you received it. Pack it carefully, because the item is your responsibility until it reaches us.
  3. You pay the cost of returning the item.

We will refund the purchase price within 30 days of your cancellation, once we have received and checked the item.

4. Other returns, refunds and contact

  1. No change-of-mind returns: apart from the cases above, we do not accept returns, exchanges or refunds. Please check product descriptions, sizes and photos before you order, and contact us if you have a question.
  2. Refunds: refunds are paid to your original payment method.
  3. Contact: Purely Porcelain (Pty) Ltd, Purely Porcelain Studio, Shop 17, Imhoff Farm, Kommetjie, 7975 · shop@purelyporcelain.co.za · 076 839 3580