In the unlikely event that an item is damaged during shipping, please send an email directly upon arrival to arrange a refund or replacement to info@ubaliwe.com. All return shipping costs are at the expense of the buyer. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Natural variations on items due to the handcrafted process do not constitute defects. Natural variations may occur between individual items in terms of colour, glaze, texture and size. Glaze variations such as minor pinholes, thickness variations and small speckles are considered a normal part of the handcrafted process.
Packages refused by customs and returned to the studio will be subject to our restocking fee of 10% per item, and shipping costs will not be refunded. If a credit card is used to place the refused order, we will also be unable to refund the 2.9% processing fee. As a small business, the time, labour, and materials that contribute to fulfilling an order are significant resources. The restocking fee contributes to processing orders and providing thoughtful, timely customer service.
