Returns and refunds

Right of withdrawal

In accordance with EU Directive 2011/83 and the Consumer Code, you have the right to withdraw from your purchase without providing a reason. By law, the minimum period is 14 calendar days from delivery: to accommodate you, we offer an extended period of 30 days from delivery to notify us of your decision to withdraw, and another 30 days to physically return the product to us.

To exercise your right of withdrawal, contact us via the Contact page, indicating your order number.

Conditions for returns

For a return to be accepted, the product must be:

• In good condition, not damaged, and not improperly used
• Complete with all accessories (frame, paints, brush, included guide)
• If possible, in the original packaging

You may inspect the product as you would in a physical store, but clear signs of prolonged use may reduce the refunded amount. If the kit has already been used to create the mold (worked clay), the return is not possible for reasons of hygiene and good commercial practice, unless the product is defective or non-conforming.

Refund timelines

Once we have received and checked the return, we will process the refund within 14 days, using the same payment method used for the purchase. The costs of return shipping are borne by the customer, except for the exceptions indicated below.

When we cover return shipping costs

• Defective or damaged product
• Product not matching what was ordered
• Damage occurred during shipping
• Error in order preparation on our part

Damaged or defective products

If your order arrives damaged or defective, we offer a free replacement or a full refund. Contact us within 48 hours of delivery, attaching a photo of the product and the packaging.

Order cancellation

If you wish to cancel an order, contact us as soon as possible: if the order is already being prepared or has been shipped, we cannot guarantee its cancellation.

Exceptions to the right of withdrawal

• Products used improperly or beyond normal inspection
• Incomplete, washed, or tampered-with products
• Kits with clay already worked to create the mold
• Unauthorized returns or requests made beyond the indicated time limits

How to make a return

• Contact us via the Contact page, indicating your order number and the reason for the return
• You will receive return instructions via email
• Carefully pack the product, if possible in the original packaging
• Ship the return using a trackable service
• You will receive your refund or replacement within 14 days of receipt of the return