Refund policy

Last updated: October 3, 2025

At The Talavera Hub, we do our best to provide a smooth, fair, and transparent experience when you shop for handmade Talavera pottery and Mexican glassware. Because each piece is crafted by skilled artisans, we handle cancellations and returns with care to protect both our customers and our small business.

1. Order Cancellations

1.1 Cancellation Before Shipment

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

  • Email: support@thetalaverahub.com
  • Or use the “Contact Us” page on our website

When you contact us, please include:

  • Your order number
  • The name on the order
  • Your reason for cancellation

If your order has not yet shipped and your request is approved, we will process a refund to your original payment method in accordance with the refund timelines in Section 5.

1.2 Cancellation After Shipment

Once an order has been shipped, it cannot be cancelled.

If you no longer want the item after it has shipped, you may be able to return it under our standard return policy (see Section 2). In that case, the order will be treated as a return, not a cancellation.

1.3 Custom, Personalized & Bulk Orders

The following orders cannot be cancelled once production or packing has begun:

  • Custom or personalized items
  • Special orders made specifically for you
  • Bulk orders, including:
    • Any order where the price was individually negotiated between buyer and seller, or
    • Any order with a total cost over $500, or
    • Any order of 20 or more of the same or similar items

Because these pieces are created, reserved, or priced specifically for you, they cannot be cancelled once we have started preparing the order.

1.4 Sale & Discounted Items

Orders placed during a sale, with a discount code, or under special promotional terms may be subject to different cancellation or return conditions. Any such exceptions will be clearly stated on the product page or during checkout at the time of purchase.

2. Standard Returns

2.1 Return Window

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

Returns requested after 90 days from delivery cannot be accepted.

2.2 Restocking Fee

All approved standard returns (for reasons other than damage, defect, or our error) are subject to a 15% restocking fee.

This fee helps cover processing, inspection, repackaging, and storage costs associated with handling returned items.

In certain cases where the return is due to an error on our part (for example, we sent the wrong item), we may waive or reduce the restocking fee at our discretion.

2.3 Condition of Returned Items

To be eligible for a return:

  • Items must be in the same condition in which you received them
  • Items must be unworn, unused, and unwashed
  • Items should be returned with any original packaging and protective materials, if possible

Items that arrive broken due to improper packaging by the customer may not be eligible for a full refund.

3. Non-Returnable Items

The following items are not eligible for return:

  • Bulk Orders
    • Any order with negotiated pricing
    • Any order with a total cost over $500
    • Any order with a quantity of 20 or more of the same or similar items
  • Custom Products & Personalized Items
    • Items that are specially designed, customized, or personalized at your request
    • Talavera dinnerware sets or other made-to-order configurations specifically arranged for you
  • Items Outside the Return Window
    • Any item requested for return more than 90 days after the delivery date

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

4. How to Request a Return

To start a return:

  1. Contact us through the “Contact Us” page or email us at support@thetalaverahub.com.
  2. Include your:
    • Order number
    • Name on the order
    • Reason for return
    • Photos, if the item is damaged or incorrect
  3. If your return is approved, we will send you:
    • Instructions on how and where to send your package
    • Any additional details needed for processing

Important:

  • You must receive approval before sending any items back.
  • Items sent back to us without first requesting a return will not be accepted.

4.1 Return Shipping Costs

Unless otherwise stated in writing by us:

  • Customers are generally responsible for providing their own shipping label and paying for return shipping.
  • We may, at our discretion, provide a prepaid return label or reimburse reasonable return costs in cases where:
    • The item arrived damaged,
    • The item is defective, or
    • We sent the wrong item.

5. Refunds

5.1 Refund Approval Process

Once we receive your return:

  1. We will inspect the item(s).
  2. We will notify you via email whether your refund is approved or denied.
  3. If approved, we will process the refund to your original payment method.

Please note:

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

5.2 Refund Timelines by Payment Method

  • Orders Paid by Credit or Debit Card
    Once approved, refunds typically take 3–5 business days to appear on your statement, depending on your bank or card issuer.
  • Orders Paid by Check or Bank Transfer
    Once approved, refunds may take 14–21 business days to be processed.
    Refunds will only be sent back to the original bank account from which the payment was made.

Processing times are estimates and can vary based on your bank or financial institution.

5.3 Late or Missing Refunds

If you haven’t received a refund after the stated processing time:

  1. Check your bank or card account again.
  2. Contact your bank or credit card company; sometimes it takes extra time before a refund is posted.
  3. If you’ve done all of this and still have not received your refund, please contact us at support@thetalaverahub.com with your name and order number.

6. Damages, Defective Items & Order Issues

We carefully pack each piece of fragile Talavera pottery and glassware, and all items are insured. However, damage can occasionally occur in transit.

Please inspect your order as soon as it arrives and contact us immediately if:

  • Your item is defective
  • Your item is damaged
  • You received the wrong item

When you contact us, please include:

  • Your order number
  • A brief description of the issue
  • Clear photos of:
    • The damaged or defective item
    • The packaging (including the shipping box and any visible damage)

This information helps us quickly evaluate the issue, file any necessary claims with the carrier, and offer you a solution, which may include a replacement, store credit, or refund, depending on the situation and item availability.

7. Exchanges

We do not process direct one-for-one exchanges.

If you would like a different item:

  1. Request a return for the item you have (if eligible under this policy).
  2. Once your return is approved and processed, you can place a new order for the item you’d like instead.

This process ensures accurate inventory tracking and faster handling of your new order.

8. Contact Information

If you have any questions about this Refund & Cancellation Policy, need help with a return, or want to check if your order is eligible:

  • Email: support@thetalaverahub.com
  • Or reach out via our “Contact Us” page on the website

We’re always happy to help and will do our best to find a fair solution.