Refund and Returns Policy

Refund and Returns Policy

Last Updated: October 2026

At Moclay Studio, every piece is handmade with care, attention and love. Because of the handcrafted nature of our products, we have a specific return and refund policy to ensure fairness to both our customers and our studio.

Please read the following policy before placing your order.

1. Handmade Products

Our products are handmade, which means small variations in colour, texture, shape, finish, bubbles or minor imperfections may occur.

These natural variations are part of the handmade character of our products and are not considered defects or reasons for return or refund.

2. When Can You Request a Return?

We accept return or replacement requests only in the following situations:

• You received the wrong product.
• The product is significantly damaged when received.
• The product has a genuine manufacturing defect.
• Your order is incomplete or an item is missing.

Please contact us as soon as possible after receiving your order.

3. Damaged Packages

If your parcel arrives damaged:

1. Take clear photographs of the outer packaging before opening it, if possible.
2. Record an unboxing video from the moment the parcel is opened.
3. Take clear photographs of the damaged product and packaging.
4. Contact us through WhatsApp or email with your order number and the photographs/video.

This information may be required when assessing a damage claim.

Please keep the original packaging until your claim has been resolved.

4. Time Limit for Reporting an Issue

Any claim for a damaged, defective, incorrect or missing item must be reported within 48 hours of delivery.

Requests submitted after this period may not be accepted.

5. Customized & Personalized Products

Customized and personalized products are made specifically according to the customer’s instructions.

Therefore, customized, personalized and preserved-memory products cannot be returned or exchanged simply because you have changed your mind or no longer want the product.

Please carefully check all names, dates, photographs, messages, colours and other details provided to us before production begins.

If we make an error that differs from the information you provided, please contact us and we will review the matter.

6. Change of Mind

We do not accept returns simply because:

• You changed your mind.
• You selected the wrong colour, size or design.
• You no longer require the product.
• The product looks slightly different from how it appeared on your screen.
• You do not like a natural variation caused by the handmade process.

For customized products, orders cannot normally be cancelled once production has started.

7. Return Approval

If your return or replacement request is approved, we will provide instructions for returning the product.

Please do not send an item back without contacting us first. Unauthorized returns may not be accepted.

Returned items should be safely packaged to prevent additional damage during transportation.

8. Refunds

If a refund is approved, the refund amount will depend on the circumstances of the case.

Where applicable, refunds may be issued through the original payment method or another mutually agreed method.

Refund processing time may vary depending on the payment method or financial institution.

For Cash on Delivery orders, we may contact you to arrange an appropriate refund method.

9. Replacement

Where appropriate, Moclay Studio may offer a replacement instead of a refund.

If the same product is unavailable, we may offer an alternative solution or refund, depending on the circumstances.

10. Shipping Charges

Original delivery charges are generally non-refundable, except where the return is caused by an error on our part or another situation covered by this policy.

If we have sent the wrong item or the item arrived damaged due to an issue attributable to us, we will review the return/replacement shipping arrangements on a case-by-case basis.

11. Incorrect Address or Failed Delivery

Customers are responsible for providing a complete and accurate delivery address and contact information.

If an order is returned to us because of an incorrect address, incomplete address, refusal to accept the parcel, or repeated failed delivery attempts, additional delivery charges may apply if the order needs to be sent again.

12. Natural & Handmade Variations

Please remember that handmade products are not factory-produced.

Minor differences in:

• Colour
• Texture
• Shape
• Surface finish
• Resin patterns
• Concrete appearance
• Candle appearance
• Natural materials
• Decorative elements

may occur from one piece to another.

These differences are part of the beauty of handmade products and do not qualify for a return or refund.

13. Preserved Memory Products

Products containing preserved photographs, flowers, jewellery, keepsakes or other customer-provided items require special handling.

Because preservation is a handcrafted process, the final appearance may vary from the original item.

Once production begins, personalized preserved-memory pieces cannot normally be cancelled or returned due to a change of mind.

If there is an issue caused by an error on our part, please contact us within the stated claim period so we can review it.

14. How to Contact Us

For return, replacement or refund requests, please contact:

Moclay Studio
Email: moclaystudio@gmail.com
WhatsApp: 0321 7854949

Please include:

• Your name
• Order number
• Contact number
• Description of the issue
• Clear photographs
• Unboxing video, where applicable

We will review your request and respond as soon as reasonably possible.

15. Our Commitment

We want you to love your Moclay Studio piece.

Every order leaves our studio after being carefully prepared and packed. If something genuinely goes wrong with your order, please contact us and give us the opportunity to make it right.

Thank you for supporting handmade art and choosing Moclay Studio.