Returns, Refunds and Cancellations
This policy explains cancellations, returns, refunds and after-sales support for purchases from Anna Goss Ceramics. It forms part of our Terms and Conditions.
Cancellation and Returns
You have 14 days after the day you receive your goods to cancel. If your order is delivered in multiple parcels, the 14 days starts the day after the last item is delivered. This does not affect your rights if items are faulty or not as described.
This cancellation right does not apply to goods made to your specifications or are clearly personalised (for example, a name, date, or a non-standard customisation requested by you).
If you choose to cancel, please contact us, preferably by email at hello@annagossceramics.co.uk. Please include your order number. You may use the model cancellation form at the end of this policy, but you do not have to.
If you cancel your purchase, you must arrange and pay for the goods to be returned to us at 33 Nottingham Road, Bristol, BS7 9DH, UK within 14 days of notifying us of your wish to cancel. You are responsible for the goods while they are in transit back to us. Please return items unused and in the same condition you received them, and with all original packaging where possible.
Please repackage items securely for return, ideally using the original packaging. You are responsible for ensuring returned goods are packaged well enough to prevent damage during transit. If an item is damaged on its way back to us due to inadequate packaging, we may reduce the refund to reflect any loss in value. Return postage costs are not refunded, unless the item is faulty or not as described.
If you cancel and return the goods as described above, we will refund the full purchase price, including the cost of standard delivery, provided you have not handled the goods beyond what is necessary to inspect them (as you would in a shop). If you have handled the goods so as to reduce their value, we may deduct an amount from the refund that is proportionate to this reduction.
Refunds are made within 14 days of receiving the returned goods, or within 14 days of you providing evidence that the goods have been sent back, whichever is sooner. Refunds will be made to the same payment method you used for the order unless you agree otherwise, and we will not charge any fees for the refund. If you chose an upgraded delivery option (where offered), we will only refund the cost of standard delivery.
If you would prefer a replacement (where available) instead of a refund, please let us know and we can discuss options.
After Sales Service, Codes of Conduct, Warranties and ADR
After Sales Service
If you have any questions about your order or how to care for your pottery, please contact us at hello@annagossceramics.co.uk or via our website contact form.
If your item arrives damaged, incorrect, incomplete or faulty, please contact us as soon as reasonably possible with photos of the item and (for damage in transit) the packaging, so we can resolve it quickly. For transit damage claims, letting us know within 48 hours where possible helps us resolve it quickly. Please keep the packaging until the issue is resolved. This does not affect your legal rights.
Where an item is faulty or not as described, we will cover the reasonable cost of returning it (or provide a return label/arrange collection where appropriate), and we will offer a replacement (where available) or a refund, as appropriate.
Codes of Conduct
We do not subscribe to a specific code of conduct.
Warranties / Guarantees
We do not offer an additional commercial warranty or guarantee. Your purchase is covered by your legal rights. In the UK, goods must be as described, of satisfactory quality and fit for purpose.
Alternative Dispute Resolution (ADR)
We always aim to resolve complaints directly. If we cannot resolve a complaint with you, we will provide you (by email) with the name and website address of an approved ADR provider and tell you whether we are willing or obliged to use ADR. These provisions do not affect your legal buying rights.
Model Cancellation Form
To: Anna Goss Ceramics
Address: 33 Nottingham Road, Bristol, BS7 9DH, UK
Email: hello@annagossceramics.co.uk
I / We* hereby give notice that I / We* cancel my / our* contract of sale of the following goods:
Goods: ()
Ordered on: () / received on: ()
Name of consumer(s):
Address of consumer(s):
Signature (if this form is notified on paper):
Date:
* Delete as appropriate
Last updated 08/01/2026