Refund Policy

By purchasing from Terra Forme you automatically agree to the following terms and conditions. 

Classes:

If you wish to cancel your booking prior to the term commencing, please make sure you do so 7 days before the term commences as the classes are small and there is a waiting list to join.

In the event that COVID-19 causes mandated government restrictions to our classes and as a result we cannot proceed with our pottery term, you will be notified and can opt to be refunded for the classes remaining or carry over your booking to the following term.

Purchasing ceramics:

Terra Forme do not offer returns for change of mind. If you do change your mind Terra Forme is happy to offer a credit note or exchange once the product is returned in original condition. Return of the item for exchange would be at the expense of the customer.

Pre-orders that are returned or cancelled will also receive a credit note. 

Please contact us on the day of delivery if there is a problem with your order, if your item is faulty for any reason we will endeavour to replace it and failing that we will offer a refund.  

Damaged or lost parcel

We post your fragile items fully padded (almost excessively so) to help prevent damage. Unfortunately, we can't guarantee things will arrive safely once they leave our safe hands, but all of our parcels are sent with insurance. On the rare occasion that your parcel gets thrown around in transit causing damage please contact us within 24 hours with photos of the damaged packaging and goods. It is important that you do this promptly so that we can claim insurance and arrange a replacement for you. If a replacement is not available a refund will be issued, or a credit towards another product if you prefer.

On the rare occasion your parcel does not arrive, please contact us within 20 days of dispatch notification so that we can lodge an enquiry. It is important that you do this promptly as lost parcels can only be claimed by us with the shipping provider within one month of being dispatched. If you contact us within 20 days of dispatch we will endeavour to track your item and replace it if it is lost. Failing the same product still being available, we will either refund or credit you for the value of the product.

Please note that any claims for missing parcels made after one month of dispatch are unable to be investigated by the courier provider and will be assumed lost. In this instance it will be up to our discretion if we choose to replace, credit or refund. We understand that a lost or damaged parcel is heartbreaking, we feel sad too, but please remember that lost or damaged parcels are not our fault.