Refund policy
At a pomar, each piece is unique, handmade with attention, care, and respect for the ancestral process of ceramics. For this reason, every order is carefully packaged to ensure it arrives in perfect condition, preserving its form and essence.
Returns due to damage in transit
If, unfortunately, a piece is damaged during transport, please contact me as soon as you receive it. To assess the situation, please keep the original packaging and send photographs of both the piece and the packaging. My goal is to ensure that each piece reaches you exactly as it was intended and created.
Legal right of withdrawal
In accordance with legislation, you have the right to return products within 14 days of delivery, even if they arrive in perfect condition.
- Returns must be made with the piece in its original packaging.
- Return shipping costs are the responsibility of the customer.
- Once the returned item is received in good condition, a refund or store credit will be issued, according to your preference.
- If the item is lost in transit during its return, a refund cannot be issued.
How to start a return
Please contact me first at a.pomar.da.eva@gmail.com before sending anything back. I'll confirm the return and share the address where the piece should be sent. Items returned without prior contact cannot be accepted.
Refunds
Once I receive the returned piece and confirm it arrived in good condition, I'll let you know whether the refund has been approved. If it is, the refund will be issued to your original payment method. Please note it may take a little time for your bank or card provider to process it.
Damaged items or order issues
If there is any issue with your order, including damage during transport, please contact me at a.pomar.da.eva@gmail.com or through the website Contact Form. Each situation will be assessed individually, and the best possible solution will be found.
Special considerations
Each ceramic piece carries its own story, shape, and texture. Packaging and shipping are designed to protect this uniqueness, but small variations or marks from the making process are part of the beauty of handmade ceramics and are not considered defects.