Complaints
What counts as a defect
You are entitled to what was described: a prepared studio, material in the stated scope, firing of your pieces. Ceramics, however, is a craft with an uncertain outcome, and that outcome depends mostly on your work. It is therefore not a defect when:
- the result does not match your expectations or you do not like it,
- brushed-on glaze does not look as expected,
- a piece cracked because of uneven thickness, an air bubble or a poor join,
- a piece cannot be processed because the procedure was not followed, for example a missing signature.
It may be a defect when we did not provide what was included in the price, or when we damage a piece while handling it.
How to file a complaint
Write to us via contact as soon as possible with a description of the problem, a photo and your order or reservation details. We handle complaints within the legal deadline and inform you of the outcome in writing. A rejection is always explained.
If we cannot agree
As a consumer you can turn to the Czech Trade Inspection Authority, which resolves consumer disputes out of court. Details are in the terms and conditions under Terms & privacy.