Returns and damage

If a ready work arrives and isn't what you expected, you can ask to return it within 48 hours of delivery. You don't need to give a reason.

1. Send the return request from your order page, under “Order follow-up”.
2. Pack the work unused and undamaged, in its original packaging with the certificate.
3. We send you the return address and how to ship it.
4. Once the work arrives and is checked, its price goes back to the card you paid from.

The buyer pays for return shipping.

• Custom pieces, because they were made to your personal specification — unless damaged or substantially different from the approved proposal.
• A work damaged or used after delivery, or returned without its packaging and certificate.

Small shifts in colour and texture between photo and work, and the marks of hand and kiln, are part of a one-of-one piece and aren't damage on their own. But if that difference doesn't work for you, you can return a ready work within the return window.

Every work ships insured. If one arrives damaged, send a damage report from your order page within 24 hours of delivery, with:

• a photo of the box as it arrived
• a photo of the damage itself
• a few lines about what you found

You follow the review on the same page: received, under review, approved or not approved — with our explanation.

If you notice damage after 24 hours, report it anyway; we read it and decide case by case.

If the damage is confirmed, we choose one of these together:

• Repair by the same maker, if the work can be repaired; RAD pays shipping both ways.
• A full refund of the work's price.

Because every work is one of one, it can't be swapped for an identical copy.