Two-year right to complain

Separately from the right of withdrawal, Danish law gives you two years from delivery to complain about a fault that was present when the goods were handed over. This is the Købelov reklamationsret. It applies to engraved and personalised pieces on exactly the same terms as to plain ones, and it cannot be signed away.

A fault that shows up within the first year is presumed to have been present at delivery unless we can show otherwise. After that, if we dispute it, you may be asked to show that the fault was there from the start rather than caused later.

Complain within a reasonable time of discovering the fault. A complaint made within two months of discovery is always in time.

The two rights answer different questions. The right of withdrawal asks whether you may change your mind — for engraved pieces, you may not, once they are in the kiln. The right to complain asks whether the goods were faulty — and there, engraving makes no difference at all.

• The piece arrives broken, chipped or cracked.
• The glaze is faulty — crazing that goes through the body, a bare patch, a blister, or a glaze that does not match what was ordered.
• The body is warped or cracked beyond the stated ±5% tolerance.
• The engraved text differs from the text in your order confirmation, in any character.
• The glyph height, placement or method differs from what you specified.
• We sent the wrong blank, the wrong glaze or the wrong quantity.
• An under-glaze or laser-etched mark degrades in normal use within the two years — those two methods are not surface treatments and should not wear.

These are properties of a hand-made fired ceramic or of a chosen method. We publish all of them before you buy, which is exactly why they are not treated as faults afterwards:

• Variation of up to ±5% in dimensions and glaze colour between pieces.
• Pinholing, speckle, and slight movement of colour in the glaze.
• Wear of an on-glaze decal from repeated machine washing. That method is a surface treatment and gradually wears — we photograph the effect on its method page. If lasting wear matters more than colour, under-glaze is the method to choose.
• The rougher texture inside a laser-etched groove. The glaze is broken where it is cut; that is how the method works.
• Cracking from thermal shock — boiling water into a cold piece, a hot piece under cold water, a piece moved from a hot oven to a cold surface.
• Breakage from being dropped or knocked after delivery.
• Damage from microwaving a piece marked as not microwave-safe, particularly one with a metallic lustre finish.

This is the part that most shops get wrong. Personalisation removes the right to change your mind. It does not remove the right to receive goods that are not faulty.

If we engrave the wrong name, cut the mark at the wrong height, put it in the wrong place, or use a method you did not order, that is our error and we put it right — remade at our cost, or refunded in full, whichever you prefer. The same applies if the piece arrives broken.

Email support@mkceramics.shop or call +45 21 45 83 76. Include your order number, what is wrong, and photographs — for transport damage, photograph the outer packaging as well as the piece.

For transport damage, tell us within 7 days of delivery where you can. That helps us claim against the carrier. It does not shorten your two-year right.

Where a complaint is justified we cover the cost of returning the goods. Do not post anything back before we have replied — we often do not need the piece returned at all.

Depending on what is wrong and what you prefer, we repair the piece, remake it, or refund it. Where a remake is possible we usually offer that first, since the point of the piece was the mark.

A remake is scheduled into the next available kiln and we tell you which one. It is not put behind new orders.

If we cannot agree, you can take the matter to Center for Klageløsning, the Forbrugerklagenævn, or the EU online dispute resolution platform — see the complaints page.