Refund policy

Change of Mind Returns Policy

Please choose carefully. At Otso Pottery, we do not offer refunds, exchanges, or store credits if you simply change your mind, make a wrong selection.

1. Handmade Variations
Many of our ceramic items are unique, handmade artisanal pieces. Natural variations in color, size, texture, shape, glaze application, or minor studio imperfections are characteristic of the handmade process. These variations are not considered manufacturing defects or faults and do not qualify for a return, refund, or replacement.

2. Australian Consumer Law Guarantees
Our Change of Mind Policy does not impact your statutory rights under the Australian Consumer Law (ACL), which is part of the Competition and Consumer Act 2010 (Cth).
You are entitled to a replacement for a major failure. 

3. Damaged or Faulty Items
If your item arrives damaged, broken in transit, please notify Otso Pottery within 48 hours of receiving your delivery.
To process a faulty or damaged item claim, please contact us with:
  • Your order number or proof of purchase.
  • Clear photographs of the damaged or faulty item.
  • Clear photographs of the shipping packaging (if damaged in transit).
Once we verify the fault or transit damage, we will arrange a replacement, repair, or full refund at no additional cost to you. All items that withstand heat are tested for use before shipping.