Refund policy

RETURNS

QUALITY & RETURNS

We hope that you will be happy with our products and appreciate their hand crafted qualities. It is important to note that our artisan production methods are devised to produce products with individual character. It is a central part of our ethos that the human hand is evident in the final product and therefore no two items that we produce are ever absolutely identical.

Of course, if you are unhappy with a product and wish to return it we will gladly process a full refund (excluding original postage unless the item is faulty). Please contact us in the first instance at info@johnjulian.co.uk and we will be happy to help.

For any International Deliveries where a customer has paid for goods but refuses the delivery and requests a refund, the refund may be adjusted to reflect any additional costs incurred by the business due to the customer not accepting the goods. Such costs may include, but are not limited to, transportation charges, customs duties, and associated fees.

On returning your items, please ensure that you return it to us within 28 days from receipt of your order. Returns can be made to our workshop by Royal Mail or courier for large or heavy items.

Please send your return to:

RETURNS
John Julian
Manor Farm Barns
Burcombe
Salisbury SP2 0EJ

Returned items must arrive back with us in new condition, unused and in their original packaging. As our products are ceramic and therefore breakable, we advise that you ensure your return is well wrapped with a clear FRAGILE sticker placed on the package. We regret we are unable to refund items that arrive back with us broken or damaged.

The cost of Returns postage is your responsibility unless the item is obviously faulty.

Please state the reason for the return. We will refund the credit or debit card or the Pay Pal account of the person who originally placed and paid for the order. Please note that it may take up to 10 working days for the credit to appear on your statement.

If you have any question about Quality or Returns please email us at info@johnjulian.co.uk

Damages

We take every care to ensure your ceramics are properly packaged during shipping but appreciate that occasionally damages may occur. We will replace or refund products damaged during delivery if photographic proof of damage is sent to us within 7 days of delivery.

For more information about our Return and Refund policy, Kindly contact us below

Telephone 01722 744805

Email: info@johnjulian.co.uk

Address: 9 Manor Farm Barns, Burcombe Lane, Salisbury, SP2 0EJ, United Kingdom

EU Consumers – Right of Withdrawal

If you are a consumer resident in the European Union or European Economic Area, you have the right to withdraw from your purchase within 14 days without giving any reason.

Withdrawal period

The withdrawal period expires 14 days after the day you (or a person nominated by you, other than the carrier) receive the goods.

How to exercise your right

To exercise the right of withdrawal, contact us by email at info@johnjulian.co.uk or by post at:
John Julian
9 Manor Farm Barns
Burcombe Lane
Salisbury
SP2 0EJ
United Kingdom

You may use the model withdrawal form here.

Effects of withdrawal

We will reimburse all payments received from you, excluding the cost of shipping and any import taxes and duties charged.

Reimbursement will be made within 14 days of receiving notice of your withdrawal, although we may withhold reimbursement until we have received the goods back or received evidence that they have been returned.

Returning goods

You must send the goods back no later than 14 days after informing us of your decision to withdraw.

Unless we state otherwise, you are responsible for the direct cost of returning the goods.

Diminished value

You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Exceptions

The withdrawal right does not apply to goods made to the consumer's specifications or clearly personalised items.