Store Policies

Returns and Refunds Policy

Last updated: July 2026

I hope that you will be delighted with your RG Clay piece. If something is not right, please contact me at info@rg-clay.com

Changing your mind

If you purchase online, you may cancel your order within 14 days of receiving it, without giving a reason. Please email me within that period, clearly stating that you wish to return your order.

After notifying me, you have a further 14 days to send the item back.

Returned pieces must be securely packaged and should be unused and in their original condition. You may handle a piece as you reasonably would in a shop, but I may reduce the refund if its value has been diminished through unnecessary handling, use or damage.

Please return items to:

RG Clay, 16 Grange Grove, London N1 2NP

You are responsible for the cost and safe carriage of an unwanted return. I strongly recommend using a tracked and adequately insured service, as handmade ceramics are fragile.

When an entire order is cancelled, I will refund the price paid together with the original standard delivery charge. If you selected a more expensive delivery service, the additional cost is not refundable. Original delivery charges are not refunded when only part of an order is returned.

Refunds will be made to the original payment method within 14 days of receiving the returned goods, or of receiving evidence that they have been sent back, whichever is earlier.

Bespoke and personalised work

Pieces made to your individual specification or clearly personalised cannot normally be returned because you have changed your mind. This does not affect your rights if the item is faulty, damaged or not as described.

Damaged, faulty or incorrect orders

Every piece is carefully inspected and packed before dispatch. If your order arrives damaged, faulty or incorrect, please contact me as soon as possible—ideally within 48 hours—and include:

  • your order number;

  • a photograph of the item;

  • photographs of the internal and external packaging; and

  • a brief description of the problem.

The 48-hour request helps me resolve transit damage quickly and does not limit your statutory rights.

Where an item is faulty, damaged in transit or not as described, I will offer an appropriate replacement or refund and will cover reasonable return costs where a return is required.

Handmade character

Every RG Clay piece is made and finished individually. Natural variations in form, dimensions, glaze, colour, texture and surface are part of the character of handmade ceramics and are not normally faults. Product photographs are representative, but screens and lighting can also affect how colours appear.

Nothing in this policy affects your statutory rights.

Terms of Service

Last updated: July 2026

These terms apply to purchases made through www.rg-clay.com. The website and products are operated and sold by RG Clay, of 16 Grange Grove, London N1 2NP. You can contact me at info@rg-clay.com.

By placing an order, you agree to these terms. Nothing in them limits your statutory rights as a consumer.

Products

RG Clay pieces are handmade in small batches. Variations in form, measurements, weight, glaze, texture and colour are inherent in the making and firing process and make each piece individual.

I take reasonable care to describe and photograph every item accurately. Colours may appear differently depending on lighting and screen settings. Dimensions and capacities are approximate unless stated otherwise.

Food use and care

Where stated in the product description, pieces are made from stoneware and glazed with food-safe glazes. Please follow any care instructions supplied with the item.

Ceramics can be damaged by impact, thermal shock and sudden changes in temperature. RG Clay cannot accept responsibility for damage caused by misuse, accidental impact or failure to follow the supplied care guidance.

Orders and contracts

After you place an order, you will receive an acknowledgement email. This confirms that the order has been received but does not necessarily mean it has been accepted.

A contract is formed when I confirm acceptance or dispatch the order. I reserve the right to decline or cancel an order before dispatch—for example, if an item is unavailable, a price is clearly incorrect or I cannot deliver to the address supplied. If payment has already been taken, it will be refunded in full.

Please check that your delivery address and contact information are correct before placing your order. Contact me promptly if you notice an error.

Prices and payment

Prices are shown in pounds sterling and include applicable taxes where required. Delivery charges are shown separately before checkout.

Payment is processed securely by the payment provider available at checkout. RG Clay does not directly receive or retain your complete payment-card details.

Delivery

Available delivery methods, charges and estimated times are shown at checkout. Unless otherwise agreed, orders will be delivered within 30 days.

Delivery dates are estimates rather than guarantees. I am not responsible for delays outside my reasonable control, but I will contact you if a significant delay occurs and explain the available options.

Responsibility for the goods passes to you when they are delivered to you or to a person you have nominated to receive them.

Customers ordering outside the United Kingdom are responsible for any local import duties, taxes or customs charges unless stated otherwise at checkout.

Cancellations, returns and refunds

Your cancellation and return rights are set out in the RG Clay Returns and Refunds Policy, which forms part of these terms.

Nothing in that policy or these terms affects your statutory rights concerning goods that are faulty, damaged or not as described.

Intellectual property

All website content—including photographs, text, product designs, drawings, branding, the RG Clay wordmark and maker’s mark—is owned by or licensed to RG Clay.

You may view the site and share links for personal, non-commercial purposes. You may not reproduce, modify, sell, distribute or commercially use its content without prior written permission.

Purchasing a physical piece does not transfer any intellectual-property rights in its design or imagery.

Website availability

I try to keep the website accurate, secure and available, but I cannot guarantee uninterrupted access or that every error will be corrected immediately. I may update, suspend or withdraw parts of the website where reasonably necessary.

Liability

RG Clay does not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or your statutory rights as a consumer.

Subject to those protections, RG Clay is not responsible for losses that were not reasonably foreseeable when the contract was made, or for business losses arising from a consumer purchase.

Privacy

Personal information is handled in accordance with the RG Clay Privacy Policy.

Governing law

These terms are governed by the laws of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory consumer protections available to you, and you may bring proceedings in the courts applicable to where you live.

Privacy Policy

Last updated: July 2026

This privacy policy explains how RG Clay collects, uses and protects your personal information when you visit www.rg-clay.com, contact me or place an order.

RG Clay is operated by Ruth Girardet, who is the controller responsible for your personal information.

Contact details

RG Clay
16 Grange Grove, London N1 2NP
info@rg-clay.com

Information I collect

Depending on how you interact with RG Clay, I may collect:

  • your name;

  • billing and delivery addresses;

  • email address and telephone number;

  • order and purchase information;

  • messages, enquiries and customer-service correspondence;

  • newsletter preferences;

  • information needed to process returns or resolve delivery issues;

  • technical information such as your IP address, browser, device and website activity; and

  • payment confirmation and limited transaction information supplied by the payment processor.

RG Clay does not directly receive or store your complete payment-card details.

How and why I use your information

I use personal information to:

  • process, fulfil and deliver orders;

  • take payment and provide order updates;

  • respond to enquiries;

  • manage returns, refunds and customer-service issues;

  • maintain business, tax and accounting records;

  • prevent fraud and protect the website;

  • improve the website and understand how it is used; and

  • send marketing emails where you have consented to receive them.

Under UK data-protection law, I rely on one or more lawful bases:

  • Contract: when information is needed to process or fulfil your order.

  • Legal obligation: when records must be retained or information used to meet legal requirements.

  • Legitimate interests: when reasonably necessary to operate and protect the business, improve services or respond to customers, provided those interests do not override your rights.

  • Consent: for optional marketing and non-essential cookies where consent is required.

You may withdraw marketing consent at any time by using the unsubscribe link in an email or contacting me.

Who receives your information

I share personal information only where reasonably necessary. Recipients may include:

  • Squarespace, which hosts the website and online store;

  • payment-processing providers;

  • delivery and postal companies;

  • email and newsletter providers;

  • professional advisers, bookkeeping or accounting services;

  • website analytics and technical-service providers; and

  • regulators, law-enforcement bodies or other parties where disclosure is legally required.

These organisations receive only the information needed to perform their services and may act as processors or as separate controllers under their own privacy terms.

I do not sell your personal information.

International transfers

Some service providers may process information outside the United Kingdom. Where this happens, I rely on appropriate safeguards or another lawful transfer mechanism required by UK data-protection law.

How long information is kept

I keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including fulfilling orders, responding to disputes and meeting legal, tax and accounting obligations.

Marketing information is retained until you unsubscribe or ask me to delete it, unless it must be retained to record that request.

Cookies and analytics

This website uses cookies and similar technologies. Some are essential for functions such as security, shopping baskets and checkout. Others may support analytics, preferences or marketing.

Where required, non-essential cookies will not be used unless you consent through the website’s cookie banner. You can change your choices through the cookie settings or your browser. Disabling essential cookies may prevent parts of the shop from working correctly.

Further details about the particular cookies used should be provided through the website’s cookie settings or cookie notice.

Your rights

Depending on the circumstances, UK data-protection law may give you the right to:

  • request access to your personal information;

  • ask for inaccurate information to be corrected;

  • ask for information to be erased;

  • restrict or object to certain uses;

  • receive certain information in a portable format; and

  • withdraw consent where processing is based on consent.

These rights are not absolute and legal exceptions may apply. To exercise a right, contact [EMAIL ADDRESS]. I may need to verify your identity before responding.

You also have the right to complain to the Information Commissioner’s Office at ico.org.uk, although I would welcome the opportunity to address your concern first.

Security

I take reasonable organisational and technical measures to protect personal information. However, no internet transmission or storage system can be guaranteed completely secure.

Links to other websites

The site may link to third-party websites. RG Clay is not responsible for their privacy practices, and you should review their privacy notices separately.

Changes to this policy

I may update this policy when the website, service providers or legal requirements change. The current version will be posted here with its latest revision date.