Refund policy
Return & Refund Policy
Last updated: 15.06.2026.
We want you to be happy with your purchase. As our ceramic artworks are handmade and often delicate, please read the following policy carefully.
14-Day Right of Withdrawal (European Union)
If you are a customer within the European Union, you have the right to cancel or return your order within 14 days of receiving it, without providing a reason.
To exercise this right, you must notify us within 14 days of receiving your order by contacting us at studio@vragec.com.
Once your return request has been accepted, the item must be shipped back within 14 days.
Conditions for Returns
To be eligible for a return, the item must:
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Be in the same condition as received.
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Be unused and free from damage.
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Be returned in its original packaging whenever possible.
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Be accompanied by proof of purchase.
As our ceramic pieces are fragile handcrafted artworks, customers are responsible for packaging returned items securely to prevent damage during transit.
We recommend using a tracked and insured shipping service for all returns.
Damaged Returns
Returned items must arrive in their original condition.
If a returned item is damaged, broken, chipped, cracked, or otherwise altered due to improper packaging, handling, or transportation arranged by the customer, the return may be refused and no refund will be issued.
If the item has suffered a partial loss in value, we reserve the right to deduct an amount corresponding to the reduction in value from the refund.
Return Shipping Costs
Unless the item is defective, damaged upon arrival, or incorrect, customers are responsible for all return shipping costs.
Original shipping charges are non-refundable except where required by applicable consumer protection laws.
Non-Returnable Items
The following items cannot be returned:
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Custom-made or made-to-order items.
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Personalized items, including custom engravings, inscriptions, or customer-specified modifications.
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Gift cards.
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Sale or clearance items.
Custom-made and personalized products are exempt from the right of withdrawal under applicable consumer protection laws, except where the item is defective or damaged upon arrival.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or if you receive the wrong item, contact us within 48 hours of delivery at studio@vragec.com and include photographs of:
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The item.
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The packaging.
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Any visible damage.
We will evaluate the issue and arrange an appropriate solution, which may include replacement, repair, store credit, or a refund.
Exchanges
Due to the unique nature of handmade artworks, direct exchanges are generally not available.
If you wish to purchase a different item, please return the original item (if eligible) and place a new order.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at studio@vragec.com.
Contact
For all return and refund inquiries, please contact: