Refund Policy

Last updated: 25 October 2026

At Lava Clay, every piece is handmade with care. We want you to feel confident when purchasing from our collection.

Please read our policy below before placing an order.

Change-of-mind returns

As many Lava Clay pieces are handmade, produced in small quantities or sold as one-off artworks, we do not offer refunds or exchanges for change of mind.

This includes situations where you change your mind after purchasing, decide the piece does not suit your space or simply no longer want the item.

If we choose to offer an exception, it will be considered on a case-by-case basis.

This policy does not affect your rights under Australian Consumer Law.

Handmade variations

Handmade ceramics may have natural variations in shape, glaze, colour, texture and finish.

These characteristics are part of the handmade process and are not necessarily faults.

Product photographs and descriptions are provided to give you a clear representation of each piece, although slight differences in colour may occur between screens.

If a product is materially different from its description or does not meet applicable consumer guarantees, your legal rights still apply.

Shop seconds and imperfect pieces

Occasionally, we offer seconds or pieces with disclosed imperfections at a reduced price.

Any known imperfections will be described or shown in the product listing where reasonably possible.

By purchasing a seconds item, you acknowledge the specific imperfections disclosed before purchase.

However, purchasing a seconds item does not remove your rights regarding a separate fault or issue that was not disclosed, or any other rights available under Australian Consumer Law.

Damaged items

We take care when packaging our ceramics, but we understand that damage can sometimes happen during transit.

If your order arrives damaged, please contact us as soon as possible with:

Your order number.

Clear photographs of the damaged item.

Photographs of the packaging and any visible transit damage.

Please keep the item and its packaging while we assess the issue.

We will review the circumstances and work with you to determine an appropriate resolution under Australian Consumer Law.

Faulty or incorrectly described products

If an item is faulty, damaged, significantly different from its description or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

We may request photographs or ask you to return the item so the issue can be assessed.

Where a remedy is required under Australian Consumer Law, we will comply with our legal obligations, including applicable return shipping costs.

How to request assistance

Please email us with your order number, a description of the issue and any relevant photographs.

Lava Clay
Email: rhiannan@lavaclay.com.au

We aim to respond to enquiries as soon as reasonably practicable.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under Australian Consumer Law.

For further information, visit the Australian Competition and Consumer Commission website at accc.gov.au.