Returns & Refund Policy

1. Breakage in transit

Every order ships double-boxed, but breakages happen. If a piece arrives damaged, email support@downsixt.shop within 48 hours of delivery with photos of the item and packaging. Once verified, we send a free replacement or a full refund for the affected item, including its share of shipping.

2. Change-of-mind returns

• You may return unused pieces in their original packaging within 30 days of delivery.
• Items must be unused and undamaged. Because ceramics are fragile, please repack them as they arrived.
• Return shipping for change-of-mind returns is the customer's responsibility unless the item was faulty or incorrect.
• Once we receive and inspect the return, we refund the item price to your original payment method within 5–10 business days.

3. Handmade variation is not a fault

Glaze colour, speckle, pattern and slight size differences between pieces are characteristics of handmade ceramics, not defects, and are not grounds for a faulty-goods refund. See our Terms of Service.

4. Faulty or incorrect items

If an item is faulty or we sent the wrong piece, we cover return shipping and offer a replacement or full refund. This does not affect your statutory consumer rights.

5. Statutory rights and cancellation

Consumers may have a statutory right to cancel within a cooling-off period under the law of England and Wales and your own country. Mandatory consumer rights are unaffected by this policy.

6. Membership

Counter Club is billed in USD and can be cancelled at any time; the current term stays active until it ends and is not pro-rated. Membership carries no credits or stored value and is not refundable as cash.

7. How to start a return or claim

Email support@downsixt.shop with your order reference and, for breakage, photos. We reply within one business day. Last updated 14 July 2026.