REFUND & CANCELLATION POLICY

Rückgabe- und Stornierungsbedingungen

Last updated: 21.11.2025

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This Refund & Cancellation Policy explains how returns, refunds, and cancellations are handled for all purchases and workshop bookings made through

Keramikatelier Viktoriia Kurganskaia.

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This policy forms an integral part of our Terms & Conditions.

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1. PRODUCT RETURNS & RIGHT OF WITHDRAWAL

1.1 Your Right of Withdrawal (Widerrufsrecht)

In accordance with German Civil Code (BGB § 312g) and EU Consumer Rights Directive (2011/83/EU), you have the right to cancel your purchase within 14 days without giving any reason.

Withdrawal Period:

• The 14-day period begins when you receive the goods

• For multiple items delivered separately, the period begins when you receive the last item

How to Exercise Your Right:
Send a clear written statement of your decision to withdraw to: wild.ceramic.art@gmail.com

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1.2 Items Excluded from Right of Withdrawal

According to § 312g Abs. 2 BGB, the right of withdrawal DOES NOT APPLY to:

• Custom-made or personalized ceramics (§ 312g Abs. 2 Nr. 1 BGB)

• Ceramics created according to your specific design requests

• Items created during workshops by participants

• Sealed items opened after delivery (hygiene reasons)

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1.3 Natural Characteristics Are Not Defects

Handmade ceramics naturally contain variations in size, shape, color, glaze, and texture. These characteristics are inherent to handmade ceramics and are NOT considered defects or grounds for return.

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1.4 Condition of Returned Items

To be eligible for return, items must be:

• Unused and in original condition

• No signs of use, wear, or damage

• All original packaging, tags, and documentation included

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1.5 Return Shipping Process

Before returning items:

1. Contact us at [insert email] with your order number

2. Pack items securely using bubble wrap and protective padding

3. Mark package as "FRAGILE"

4. Use tracked and insured shipping (recommended)

5. Keep tracking number and shipping receipt

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1.6 Return Shipping Costs

According to § 357 Abs. 6 BGB, you bear the direct costs of returning goods. Estimated return costs: Germany €5-€15, EU €15-€30, International €30-€60.

Exceptions: We cover return shipping if item was defective, damaged, or we shipped wrong item by mistake.

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1.7 Refund Processing

If your withdrawal is valid and approved, we will refund all payments within 14 days after receiving your cancellation notice (§ 357 Abs. 1 BGB). Refund will use the same payment method as original transaction.

What Is Refunded:

• Product price

• Standard shipping cost (cheapest available option)

What Is NOT Refunded:

• Return shipping costs

• Express or expedited shipping upgrades

• Additional insurance purchased

• Value reduction due to improper handling

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2. DEFECTIVE OR INCORRECT ITEMS

2.1 Damaged Items Upon Delivery

Report damage within 48 hours of delivery. Provide order number, photos of damaged item and packaging. We will offer replacement or full refund including original shipping costs.

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2.2 Incorrect Items

Contact us within 7 days with order number and photo. We will arrange collection or return at our expense. You will receive correct item or full refund (your choice).

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2.3 Defects Discovered Later

Notify us as soon as you discover the issue. You have a 2-year warranty period from date of delivery under German law (BGB §§ 437, 438).

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3. WORKSHOP CANCELLATIONS & REFUNDS

Workshop bookings are subject to different cancellation terms because workshop spots are limited, materials are arranged in advance, and instructor time is committed.

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3.1 Cancellation by Participants

 30+ days before - 100% refund (Full refund minus €5 processing fee)

24-29 days before  -75% refund (Allows us to offer spot to others)

21-24 days before - 50% refund (Materials already prepared)

21 days or les/No-show - No refund (Too late to fill your spot)

How to Cancel:
Email wild.ceramic.art@gmail.com  with booking confirmation number, workshop date, and reason for cancellation (optional).

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3.2 Rescheduling Your Workshop

You may reschedule once at no additional charge if you notify us at least 14 days before the workshop date. New date must be within 6 months of original booking. Requests made less than 14 days before are treated as cancellations.

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3.3 Transfer of Workshop Booking

You may transfer your workshop spot to another person. Notify us at least 48 hours before the workshop with the new participant's name, email, phone number, and any health conditions.

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3.4 Cancellation by the Studio

We may cancel or reschedule a workshop due to:

• Instructor illness or emergency

• Insufficient participants (minimum not met)

• Studio equipment malfunction

• Safety concerns, weather emergencies, or Force Majeure

If we cancel, you may choose:

1. Full refund (100% within 7-10 business days)

2. Reschedule to another date (priority booking, valid 12 months)

3. Workshop credit (110% of workshop fee, valid 12 months)

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What We Are NOT Responsible For: Travel costs, accommodation expenses, lost wages, or other indirect expenses.

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4. SPECIAL CIRCUMSTANCES

4.1 Medical Emergencies

If you cannot attend due to medical emergency, provide doctor's note or medical certificate within 7 days. We will offer full refund or rescheduling with no deadline restrictions.

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4.2 Bereavement

In case of death of immediate family member, notify us and provide death certificate or funeral notice. We will offer full refund with our condolences.

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4.3 Travel Disruptions

For documented flight cancellations, train strikes, or major road closures, we offer free rescheduling or workshop credit (within 6-12 months). Documentation required.

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5. LATE OR MISSING REFUNDS

If you have not received your refund:

1. Wait for full processing period (14 days + bank processing time)

2. Check your account and payment method

3. Contact your payment provider (bank, PayPal, etc.)

4. If still unresolved, email us at [insert email] with order number and expected refund amount

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6. NON-REFUNDABLE ITEMS & FEES

The following are NOT eligible for refund:

• Booking or administrative fees

• Payment processing fees

• Shipping costs (except defective items or our error)

• Express shipping upgrades

• Custom-made or personalized ceramics

• Items created during workshops

• Gift certificates or vouchers

• Workshop instruction already received

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7. DISPUTE RESOLUTION

7.1 Contact Us First

Email: wild.ceramic.art@gmail.com
Address: Keramikatelier Viktoriia Kravchenko, Erzbergerstrasse 19, 22765 Hamburg, Germany

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7.2 Online Dispute Resolution (ODR)

EU customers: https://ec.europa.eu/consumers/odr

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7.3 Consumer Arbitration

Allgemeine Verbraucherschlichtungsstelle des Zentrums für Schlichtung e.V., Straßburger Straße 8, 77694 Kehl, Germany, https://www.verbraucher-schlichter.de

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8. SUMMARY OF KEY POINTS

Products:

• 14-day right of withdrawal for standard items

• Custom-made items excluded from returns

• Full refund within 14 days of return

• Customer pays return shipping

Workshops:

• 30+ days: 100% refund

• 24-29 days: 75% refund

• 21-24 days: 50% refund

• 21 days or less: No refund

• One free rescheduling (14+ days notice)

• Transfers allowed (48 hours notice)

Damaged Items:

• Report within 48 hours

• Full refund or replacement

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9. CONTACT INFORMATION

Keramikatelier Viktoriia Kravchenko
Erzbergerstrasse 19
22765 Hamburg, Germany

Email: wild.ceramic.art@gmail.com
Phone: +49 157 35 80 22 82
Website: wildceramics.art

Response Time: We aim to respond within 2-3 business days during normal business hours.

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Thank you for your understanding. We value your business and want to ensure you have a positive experience with Keramikatelier Viktoriia Kurganskaia.

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This Refund & Cancellation Policy complies with German law (BGB) and EU consumer protection regulations (Directive 2011/83/EU).

Last Updated: 21.11.2025
Version: 1.0