Returns & Refunds Policies

As a small business artist and potter, I am committed to creating quality artwork/pottery and hope you are satisfied with your purchase. ALL SALES ARE FINAL.

*Because every item is HAND-MADE by Michelle East, there will be variations in size, form, and glaze coloring as each firing is different and not grounds for refund. It is impossible to duplicate a piece as an exact replica. These variation are what makes each piece unique! 

• Damaged Item:
  • Problem: Items arrived to the customer damaged (cracked or chipped)- Item was damaged in transit.
  • Action: Customer MUST contact Michelle me@michelleeastart.com immediately (within 24-48 hours). Include 4-5 quality photos of damaged item(s) from many angles and 3-4 photos of the package from several angles.
  • Resolution: I will make a replacement of the item(s) purchased (no alterations can be made from the order).
    • Note: Customer please hold on to damaged item(s) and packaging for carrier inspection until an insurance claim can be made by the seller.

• Dissatisfaction of Item (Not Damaged)
  • NO REFUNDS because of customer dissatisfaction on a correctly made or undamaged item (according to the order). *

• Incorrectly Made Items:
  • Problem: Artwork or pottery was incorrectly made due to a mistake made my Michelle (according to the original order details: incorrect spelling, wrong glaze applied, wrong badge made,etc).
  • Resolution: *If item was incorrectly made due to a mistake by Michelle, I will make a replacement of the item(s) purchased (no alterations can be made to the order).
  • Return: Customer please return the incorrectly item(s) within 7 days. Item MUST BE unused, in its original condition. I will send a return label to ship back to me.
    • Action: Customer MUST return item packed just as it was received- securely with multiple layers of bubble wrap and inside additional boxes if needed. Michelle will pay for and provide a return shipping label with insurance and tracking information to avoid loss. 
  • Refund Type: Item(s) will be replaced with the correctly made item(s) according to the original order at no charge to the customer because this was my mistake (No alterations can be made from the original order). This process will also take another 4-6 weeks because all my items are handmade starting when order is placed.

• Custom/Personalized Orders:
  • I cannot accept returns or refunds on custom commissioned artwork or pottery unless it was a mistake made my Michelle (according to the order: incorrect spelling, wrong glaze applied, wrong badge made,etc) due to the unique, made-to-order nature of custom jobs
    • Resolution: *If item was incorrectly made due to a mistake by Michelle, I will make a replacement of the item(s) purchased at no charge (no alterations can be made to the order).

• Cancellations:
  • Once an order has been placed, the creation process begins therefore NO REFUNDS on “cancelled” orders.

Questions – Please email Michelle at me@michelleeastart.com