Refund policy

Last updated: 24 March 2025

Ceramics travel badly and taste is personal, so this policy covers both: what to do if a pot arrives broken, and what to do if you simply do not want it. It applies to purchases made on pexriona.com and sits alongside your statutory rights, which it does not limit.

Breakages in transit

If a teapot arrives chipped, cracked or in pieces, photograph the outer box before you unpack any further and email info@pexriona.com within 7 days of delivery with your order number and the photographs. We send a replacement at our cost and we do not ask you to return the broken one. Keep the packaging until the claim is settled, because carriers occasionally ask to inspect it.

If the same shape breaks twice in transit to the same address, tell us. That is a packing problem on our side and we would rather fix it than keep replacing pots.

The return window

You have 30 days from the day your order is delivered to tell us you want to return it. You then have a further 14 days to send it back. You do not need to give a reason.

To be refunded in full, a returned teapot must be unused, in the condition you received it, and packed in its original box with the moulded insert and the lid wrapped separately. Taking a pot out of the box, looking at it and putting it back is fine. A pot that has been brewed in cannot be resold and cannot be returned unless it is faulty.

How to start a return

Email info@pexriona.com with your order number and which items you want to return. We reply with a return address and a reference number to write on the parcel. Do not send anything back before you have that reference — unlabelled parcels are difficult to match to an order and slow the refund down.

Who pays the postage

• Change of mind: you pay the return postage. Use a tracked service and pack the pot as it arrived; until the parcel reaches us it is your responsibility, and we cannot refund against a parcel that never arrives or one that arrives broken because it was posted loose in a padded envelope.
• Faulty, damaged or wrong item: we pay. We will either send a prepaid label or reimburse a reasonable postage cost against a receipt.

The original outbound shipping charge is refunded when the whole order is returned. It is not refunded when you keep part of an order.

Refunds

We inspect returns on the day they arrive and issue the refund within two business days. Refunds go back to the card, wallet or account that paid; we cannot send a refund to a different payment method. Once issued, the money typically appears within 5 to 10 business days, depending on your bank. We email you when the refund is sent.

If a return arrives used, incomplete or damaged by inadequate packing, we contact you before doing anything. You can have the item sent back to you at your cost, or accept a partial refund reflecting the loss in value.

Exchanges

We do not process direct exchanges, because it doubles the time you wait. Return the item for a refund and place a new order for the one you want; if the new order is placed before the return arrives, tell us and we will make sure the two are handled together.

Faults

A manufacturing fault means something that was wrong when the pot left us: a spout that will not pour, a lid that does not seat, a crack through the body, or a glaze fault that makes the pot unusable. Email us with your order number and a photograph and we replace it.

Not faults: small variations in hand-painted detail, glaze pooling in moulded corners, tiny surface pits in the glaze, and any damage caused by a dishwasher, a microwave, a drop or a soak. Those are described on Care & Materials and on every product page.

Spare lids

If a lid chips or goes missing, write to us before returning anything. We hold spare lids from production for every shape and will usually just send one.

Cancelling before dispatch

Email us as soon as you can. If the order has not yet been handed to the carrier we will cancel it and refund it in full the same day.

Contact

All returns, breakages and fault claims go to info@pexriona.com. Please do not post a return to our registered address without a reference number from us first.