Exchanges and returns

We want you to love what you chose. If it is not right for you, this is how exchanges and returns work.

Your right to return within seven days

Under the Saudi E-Commerce Law, you may cancel your order and return the piece within seven days of receiving it, provided it has not been used and comes back in the condition you received it, with its packaging.

What cannot be returned

• Pieces made especially for you, to your request or specifications, unless they are defective.
• Firing and glazing services once they have been carried out.
• Workshops and courses once they have started.

If a piece arrives damaged or not as described

We will replace it or refund you in full, and we cover shipping both ways. Message us within seven days of delivery with clear photos of the piece and its packaging.

If you change your mind

We are happy to take the piece back within the period and conditions above, and the return shipping is on you.

The nature of a handmade piece

Every piece is shaped and painted by hand, so the glaze colour, size or pattern may differ slightly from the photos, and traces of the hand and the fire may show. This is part of its authenticity and is not a defect.

Refunds

We refund you through the same payment method you used, once the piece has reached us and been checked.

Cancelling a workshop booking

You can cancel your place in any workshop before it starts and get a full refund, or move your booking to another available date.

How to request a return

Message us on WhatsApp with your order number, the reason and photos of the piece, and we will arrange everything with you.

If we cannot resolve it

We are always glad to solve any problem with you directly. You may also file a complaint with the Ministry of Commerce on 1900 or through the Balagh Tejari app.