Refund policy

Effective date: December 1, 2025

This Return & Cancellation Policy explains how LillyMaeClay Collective (“we,” “us,” or “our”) handles class cancellations, missed classes, and returns or exchanges for pottery pieces, including custom and made-to-order items. Because we are a small studio and most of what we offer is handmade or booked in advance, our policies are a bit different from big retail stores.

By booking a class or purchasing an item from us, you agree to the terms below.

1. Pottery Classes & Workshops

1.1 Class Bookings Are Non-Refundable

All class and workshop fees are non-refundable once your booking is confirmed. We reserve your spot, purchase materials, and schedule staff based on your registration.

1.2 Rescheduling / Credits (Customer-Initiated Changes)

We understand things happen. If you need to change your plans:

  • More than 7 days before the scheduled class:

    • You may reschedule once (subject to availability) or

    • Receive a studio credit for the full class amount to use toward a future class within 6 months.

  • Between 7 days and 48 hours before the scheduled class:

    • You may reschedule once (subject to availability) or

    • Receive a studio credit for 75% of the class amount, valid for 6 months.

    • The remaining 25% is a non-refundable late change fee.

  • Less than 48 hours before the scheduled class or no-show:

    • Your booking is non-refundable and non-transferable.

    • No reschedule or credit will be offered.

To request a change, please email us at lillyfathbruckner@gmail.com with your name, class name, and date.

1.3 No-Show Policy

If you do not attend your scheduled class and do not contact us in advance, your booking is treated as a no-show and:

  • No refund, reschedule, or credit will be provided.

1.4 Studio Cancellations (Weather, Instructor Illness, Low Enrollment)

On rare occasions, we may need to cancel or reschedule a class due to:

  • Instructor illness

  • Insufficient enrollment

  • Severe weather or events beyond our control

If LillyMaeClay Collective cancels a class:

  • You may choose to:

    • Reschedule to a new date, or

    • Receive a full refund, or

    • Receive a studio credit for the full amount.

We will notify you at the email and/or phone number you provided at registration as soon as reasonably possible.

1.5 Clay Pieces Made in Class

1.5.1 Firing & Pickup Timeline

Class pieces are typically:

  • Dried, glazed (if applicable), and fired within approximately 4–8 weeks (timing may vary depending on drying and kiln schedules).

  • We will notify you when your work is ready for pickup or post the pickup window clearly at the studio.

Unless otherwise stated:

  • Finished pieces must be picked up within 30 days of notification or the posted pickup deadline.

  • After this pickup window, unclaimed items may be discarded, donated, or reused, and we cannot guarantee they will still be available.

1.5.2 Breakage, Cracking & Kiln Outcomes

Ceramics is a process involving many variables (clay, glaze, kiln conditions). By participating in our classes, you acknowledge that:

  • Cracks, warping, pinholes, glaze variation, and other imperfections may occur and are not considered defects.

  • Sometimes pieces may break or fail in drying or firing despite reasonable care.

If a piece is damaged due to our clear negligence (e.g., mishandling by staff), at our discretion we may:

  • Offer a credit for a future class or

  • Allow you to recreate the piece in a future class at a discounted rate.

We do not offer refunds for normal firing risks or cosmetic imperfections inherent to handmade pottery.

2. Products: Hand-Made, Custom, and Made-to-Order Pieces

2.1 Nature of Handmade Items

All of our pottery is handmade. As a result:

  • Small variations in size, color, shape, glaze, and texture are normal and part of the character of the piece.

  • These variations are not considered defects and are not eligible for return on that basis alone.

2.2 Custom & Made-to-Order Items (Non-Refundable)

Custom and made-to-order pieces (including special colors, personalized designs, names/initials, or commissioned work) are:

  • Final sale and non-refundable once your order is confirmed and production has begun.

  • Not eligible for cancellation, return, or exchange except where required by applicable law or in the rare case of significant damage or a clear error on our part.

We may provide progress updates or design previews as part of certain commissions; however, once you approve a design and we begin work, changes may incur additional charges or may not be possible.

2.3 Ready-Made (In-Stock) Items – Returns & Exchanges

For non-custom, in-stock items purchased in person at our studio or online:

  • You may request an exchange or store credit within 14 days of purchase (or receipt for shipped orders) if:

    • The item is in unused, resalable condition, and

    • You provide your receipt or order number.

  • We do not offer cash refunds unless required by law; returns are typically for store credit or exchange only.

The following are generally not eligible for return or exchange:

  • Items that have been used, washed, or damaged after purchase

  • Pieces sold as “seconds” or “as-is”

  • Gift cards

2.4 Defective or Incorrect Items

If you believe you received:

  • The wrong item, or

  • An item that is materially defective (broken, cracked through, or unusable upon arrival, excluding minor cosmetic variations),

please contact us within 7 days of:

  • Pickup (for local orders), or

  • Delivery (for shipped orders),

with:

  • Your order number,

  • Photos of the item and packaging, and

  • A description of the issue.

If we determine the item is defective or an error occurred on our part, we will, at our discretion:

  • Replace the item (if possible),

  • Offer a store credit, or

  • Issue a refund to your original payment method.

3. Shipping & Return Shipping (Online Orders)

3.1 Original Shipping Charges

Original shipping costs are non-refundable except where:

  • We shipped the wrong item, or

  • The item arrived damaged due to our packaging or carrier error and a refund is required by law.

3.2 Return Shipping

Unless the return is due to our error:

  • Customers are responsible for return shipping costs, including adequate packaging and insurance.

  • Items damaged in transit due to inadequate packaging may not be eligible for credit or refund.

We recommend using:

  • A trackable shipping service and

  • Purchasing shipping insurance for fragile ceramic work.

4. Class & Product Gift Certificates / Gift Cards

  • Gift cards and certificates are non-refundable.

  • They may be used toward classes or merchandise as specified on the card and are valid until the expiration date where applicable law allows.

Lost or stolen gift cards will not be replaced.

5. How to Request a Return, Exchange, or Class Change

To request:

  • A class reschedule or credit

  • A product exchange or return

  • Help with a damaged or incorrect item

Please contact us at:

Include your:

  • Full name

  • Order or booking number

  • Description of your request

  • Clear photos (for damaged or defective items)

6. Changes to This Policy

LillyMaeClay Collective may update this Return & Cancellation Policy from time to time. Changes will be posted on this page with an updated “Effective Date.” Your continued use of our services or purchases after any update constitutes acceptance of the revised policy.