Right of withdrawal

Three separate things get confused with each other constantly. They are not the same, and all three are true at once:

1. 1. An unmarked blank — you have 14 days.Nothing personal about it, so the ordinary rule applies in full.
2. 2. An engraved piece — no 14 days, once it is fired.It carries your mark and cannot be sold to anyone else. Before the kiln, you can still cancel in full.
3. 3. Anything faulty — always covered, engraved or not.Breakage, glaze faults, the wrong text, the wrong specification, the wrong item. Repaired, remade or refunded.

We do not say “custom orders are non-refundable”, because that sentence is not true and would misstate your rights.

A blank you buy without engraving is an ordinary consumer purchase. You have 14 days from the day you receive it to withdraw, without giving a reason, under the Danish Forbrugeraftalelov. Send it back unused and in its packaging and we refund the purchase price and the standard outbound delivery cost.

The 14 days run from the day you — or someone you nominate other than the carrier — take physical possession of the goods. If an order is delivered in several parts, the period runs from the day you receive the last part.

You may handle the piece as you would in a shop. If you handle it beyond what is needed to establish its nature and characteristics, we may deduct the resulting loss in value from the refund.

Once a piece carries your mark it cannot be sold to anyone else. Goods made to a consumer's specification, or clearly personalised, fall outside the 14-day right of withdrawal under the Forbrugeraftalelov. That exception starts when the piece enters the kiln — before that you can still cancel in full.

This follows section 18(2)(3) of the Danish Forbrugeraftalelov, which implements Article 16(c) of the EU Consumer Rights Directive: the right of withdrawal does not apply to the supply of goods made to the consumer’s specifications or clearly personalised.

It is worth being precise about what falls inside the exception. A piece is personalised once it carries text, a date or artwork chosen by you. Choosing a glaze from our published range is not personalisation — a Charcoal mug with no mark on it is an ordinary stock item, and keeps the full 14 days.

You can cancel an engraved order for a full refund at any time up to 24 hours before the kiln it is scheduled into is loaded. The deadline is shown in the configurator, on the cart, at checkout and in your order confirmation. After loading, the clay has been marked and fired and we cannot unmake it.

The deadline is not buried. It appears in the configurator while you are still choosing, on every line in your cart, on the checkout page, and in the order confirmation email — the same timestamp in all four places.

To cancel inside the window, email support@mkceramics.shop or call +45 21 45 83 76 with your order number. We confirm every cancellation in writing and refund the full amount, including the outbound delivery charge.

The withdrawal exception does not touch your rights when something is wrong. If a piece arrives damaged, if the glaze or body is faulty, if we engrave the wrong text, if we make the wrong specification, or if we send the wrong item, we repair, remake or refund it. This applies to engraved and personalised pieces exactly as it applies to plain ones.

Separately, you have two years from delivery to complain about a fault that was present at handover, under the Danish Købelov. That right applies to engraved pieces on identical terms. See the right to complain page.

Tell us clearly, before the 14 days are up, that you are withdrawing. Use the form below, an email, or a phone call — any unambiguous statement works. It is enough to send the message before the deadline; it does not have to reach us by then.

Then send the goods back within 14 days of telling us. Pack them for fragile transit — porcelain travels badly loose. You pay the direct cost of returning the goods.

We refund within 14 days of receiving your withdrawal notice, using the same payment method you used, unless you expressly agree otherwise. We may withhold the refund until we have the goods back, or until you show proof of return, whichever comes first.

The refund covers the purchase price and the standard outbound delivery cost. If you chose a delivery method more expensive than our standard one, we refund the standard cost.

Complete and return this form only if you wish to withdraw from the contract. Copy the text, fill in the bracketed parts, and send it to us.