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Last updated: 14 October 2026

We want you to be completely satisfied with your purchase from Cambridge Ceramics. If for any reason you are not happy, we offer a straightforward 30-day return window.

Our promise: No-questions-asked returns within 30 days of receiving your order, as long as the item is unused and in its original condition.

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The item must be unused and in its original condition
  • It must be returned in its original packaging or equivalent protective packaging
  • Proof of purchase, such as your order confirmation email, must be provided
  • The return must be requested within 30 days of receiving your order

Non-Returnable Items

Unfortunately we cannot accept returns on the following:

  • Pet memorial urns that have been used
  • Items damaged through misuse or neglect
  • Custom or personalised items
  • Gift cards or downloadable digital products

Refunds

Once your return has been approved, the refund will be issued to your original payment method within 5 to 10 working days. Please allow additional time for your bank or payment provider to process the refund.

Return Shipping

For UK orders, return postage costs are the responsibility of the buyer, unless the item arrived damaged or faulty. We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

For Australian orders, returns are free. Please see the section below.

Australian Returns

We accept returns from Australian customers within 30 days of delivery, and returns are free of charge.

  • Contact us at support@cambridge-ceramics.com to start a return and we will take it from there
  • In most cases we will not ask you to post the item back, and your refund will be issued without you needing to return it
  • If your item arrived damaged or is not as described, send us a photograph and we will refund or replace it straight away
  • You will never be asked to pay return postage on an Australian order
  • Refunds are issued in Australian dollars to your original payment method

Nothing in this policy limits your rights under the Australian Consumer Law, including your right to a repair, replacement or refund where goods are faulty, not as described, or do not do what they are supposed to do.

Damaged or Defective Items

If your item arrived damaged or defective, please contact us within 7 days of delivery at support@cambridge-ceramics.com with photographs and details of the issue. We will arrange a replacement or full refund at no cost to you, wherever you are in the world.

Order Cancellations

If you need to cancel your order, please contact us within 24 hours of placing it. If your order has not yet been dispatched, we will cancel and refund it in full. Please email support@cambridge-ceramics.com or call us on 01642 200 734 as soon as possible.

How to Start a Return

To initiate a return, please email us at support@cambridge-ceramics.com with the subject line: Return Request — [Your Order Number]. We will provide the return address and instructions promptly.

Returns Address

Where a return is required, items should be sent to our UK returns address, which we will confirm by email once your return has been approved. Please do not send anything back before contacting us, as unapproved returns cannot always be processed.

Your Statutory Rights

For UK customers, this policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

For Australian customers, this policy is in addition to, and does not limit, your rights under the Australian Consumer Law.

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