Returns Policy

Our commitment to quality

All Sales Final

All wholesale orders are final sale and cannot be returned or refunded except in cases of damaged or faulty items.

As a wholesale business, we operate on tight margins and custom production schedules. All sales are final once orders are placed and confirmed.

We encourage you to carefully review your order before completing your purchase. If you have any questions about products, colours, or sizing, please contact us before ordering.

Damaged Items in Transit

If items arrive damaged during shipping, we will replace them at no cost to you.

To report damaged items:

  • Contact us within 48 hours of delivery
  • Email photos of the damage to wholesale@kltdesigns.co.uk
  • Keep all packaging for inspection if required

We’ll arrange replacements or issue a refund for damaged items. All orders are sent via Royal Mail with full insurance cover.

Faulty or Defective Items

If items are found to be faulty or defective, we’ll make it right.

What qualifies as faulty:

  • Cracks, chips, or structural defects not caused by mishandling
  • Glaze defects that affect functionality
  • Items that don’t match the product description

Natural variations in handmade ceramics (slight differences in size, colour, or texture) are not considered faults.

To report faulty items:

We’ll either send replacement items or issue a full refund. Return shipping for faulty items is at our expense.

Incorrect Items Sent

If we’ve sent you the wrong item, colour, or quantity:

  • Contact us immediately at wholesale@kltdesigns.co.uk
  • We’ll arrange collection of incorrect items at our expense
  • Correct items will be dispatched as a priority

Handmade Variations

Every piece is individually handmade, which means slight variations are normal and expected:

  • Minor size differences (within 10mm)
  • Slight colour variations between pieces
  • Natural texture differences in glazes
  • Small surface marks or imperfections that don’t affect functionality

These variations are part of the handcrafted nature of our ceramics and are not considered faults.

Questions?

If you have any questions about our returns policy or need to report an issue with your order, please contact us and we’ll be happy to help.