Clear Cancellations, Returns, and Refunds at The Talavera Hub

Refund Policy & Cancellation Policy

Effective Date: March 1, 2026
Last Updated: March 1, 2026

At The Talavera Hub, we aim to provide a smooth, fair, and transparent experience for handmade Talavera pottery and Mexican glassware. Because many items are fragile and handmade, we have specific rules for cancellations, returns, and shipping issues to protect both customers and our small business.

This policy applies to standard retail orders placed on thetalaverahub.com.
Wholesale, bulk, negotiated-price, and custom orders are governed by our Wholesale & Custom Order Policy and may be final sale.

If you have questions, contact: support@thetalaverahub.com or our Contact Us page.

1) Order Cancellations

1.1 Cancellation Before Shipment

If you need to cancel before your order ships, contact us as soon as possible and include:

Order number
Name on the order
Reason for cancellation

If your order has not shipped and your cancellation is approved, we’ll refund your payment method under Section 5.

1.2 Cancellation After Shipment

Once an order has shipped, it cannot be canceled. If you no longer want the item, you may request a return if eligible under Section 2.

1.3 Custom, Personalized & Bulk Orders (Non-Cancellable Once Started)

The following orders cannot be canceled once production, packing, or preparation has begun:

Custom or personalized items
Special orders made specifically for you
Bulk/large orders, including:
- any order where the price was individually negotiated between buyer and seller, or
- any order totaling over $500, or
- any order of 20 or more of the same or similar items

These orders are created, reserved, or priced specifically for you, and cannot be canceled once work starts.

1.4 Sale & Discounted Items

Orders placed during a sale, using discount codes, or under promotional terms may have different return/cancellation conditions if clearly stated at checkout or on the product page.

2) Standard Returns (Retail Orders)

2.1 Return Window

You may request a return within 90 days from the date your order is marked delivered.

Returns requested after 90 days cannot be accepted.

2.2 Restocking Fee

Approved standard returns (for reasons other than damage/defect/our error) are subject to a 15% restocking fee. This fee helps cover inspection, processing, repackaging, and handling.

If the return is due to our error (wrong item) or confirmed damage/defect, we may waive or reduce the restocking fee at our discretion.

Note: California requires that special refund terms (like restocking fees and limited return rules) be clearly disclosed. This policy is provided to meet that requirement.

2.3 Condition of Returned Items

To be eligible:

Items must be in the same condition you received them
Unused, unwashed, and not altered
Returned with original packaging/protective materials when possible

Items that arrive broken due to improper packaging by the customer may be denied or may receive a reduced refund.

3) Non-Returnable Items

The following items are not eligible for return:

Bulk orders
Any order with negotiated pricing
Any order totaling over $500
Any order of 20+ of the same or similar items
Custom/personalized products
Made-to-order configurations prepared specifically for you
Items requested for return after the 90-day window

If you’re unsure whether your order qualifies, contact us before sending anything back.

4) How to Request a Return (Return Authorization Required)

To request a return:

Email support@thetalaverahub.com or use our Contact Us page
Include:
- Order number
- Name on the order
- Reason for return
- Photos (required if damaged/incorrect)

Important:

You must receive approval before shipping anything back.
Items returned without approval may be refused and may not be eligible for a refund.

4.1 Return Shipping Costs

Unless we state otherwise in writing:

Customers are responsible for return shipping and providing their own label.
We may provide a prepaid label or reimburse reasonable return shipping only when:
- the item arrived damaged,
- the item is defective, or
- we shipped the wrong item.

5) Refunds

5.1 Inspection & Approval

After we receive your return:

We inspect the item(s)
We email you whether the refund is approved or denied
If approved, we issue the refund to the original payment method

Please note:

The 15% restocking fee (where applicable) is deducted from the refund.
Original shipping charges are generally non-refundable, unless the return is due to our error.

5.2 Refund Timelines (Estimates)

Credit/Debit Cards: typically 3–5 business days after approval (bank-dependent)
Check/Bank Transfer (if applicable): may take 14–21 business days

Timing varies by financial institution.

5.3 Late or Missing Refunds

If you haven’t received your refund:

Check your account again
Contact your bank/card issuer
If still missing, email support@thetalaverahub.com with your order number

6) Damages, Defects, Wrong Items & Shipping Issues

We carefully pack fragile pottery and glassware, but damage can sometimes occur in transit.

Please inspect your order immediately upon delivery. If your item is damaged, defective, or incorrect, contact us within 7 days of delivery and include:

Order number
Brief description
Clear photos of:
- the item(s)
- inner packaging
- outer box (including any visible damage)
- shipping label

This information helps us evaluate the issue and, where applicable, work with the carrier.

Remedy: Depending on the situation and item availability, we may offer a replacement, store credit, or refund.

Note: We do not guarantee that every shipment includes optional third-party shipping insurance. If insurance is relevant to your order (especially high-value shipments), contact us before shipment. (Wholesale/custom orders follow the Wholesale Policy.)

7) Exchanges

We do not offer direct exchanges.
If you want a different item:

Request a return (if eligible)
After the return is approved/processed, place a new order

8) Contact

Email: support@thetalaverahub.com
Or use our Contact Us page.