Policies
Returns & Refunds Policy
Last updated 16 September 2026
This Returns & Refunds Policy explains when you may cancel, return or receive a refund from Nana Berchie trading as Nana Berchie Design Rituals (“we”, “us”, “our”), trading as Nana Berchie Design Rituals. It should be read with our Terms & Conditions. Your statutory rights under the Consumer Rights Act 2015 are not affected.
Collector pieces (ready works)
Original sculptures and editioned works are carefully made, often unique or limited, and prepared specifically for collectors. For that reason, we do not accept change-of-mind returns or cancellations once a ready piece has been purchased through Shopify checkout.
If a work arrives damaged in transit, is faulty, or is not as described, please contact us promptly at hello@nanaberchie.com with photographs and your order details. We will work with you under the Consumer Rights Act 2015 - which may include repair, replacement or refund where the law requires.
Natural variation in handmade ceramics - including surface, colour, texture and minor differences from photographs - is expected and is not treated as a fault.
Commissions and bespoke work
Private commissions and bespoke pieces are made to your brief. Once work has started (including material ordering, making or firing as set out in your proposal), the commission is non-cancellable and deposits or progress payments are non-refundable, except where we agree otherwise in writing or where the law requires.
If kiln damage or an unforeseen studio issue affects a commission, we will contact you and arrange an appropriate solution - which may include remaking, adjusting the timeline or another remedy agreed with you.
Studio experiences
For studio experiences:
- You may reschedule once free of charge if you give at least 7 days’ notice before the session.
- Cancellations made at least 7 days before your experience receive a full refund.
- Bookings cancelled or changed with less than 7 days’ notice are non-refundable and cannot normally be rescheduled. You may transfer your place to someone else if you tell us their name before the session.
- If we need to cancel an experience, you will be offered an alternative date or a full refund.
How to request a refund or raise a fault
Email hello@nanaberchie.com with your name, order or booking reference, and a short description of the issue. For damaged or faulty goods, please include clear photographs. We aim to respond promptly and will explain the next steps.
How refunds are paid
Where a refund is due, it will normally be returned by the original payment method used at checkout or booking, within a reasonable time after we agree the refund. Shipping charges are only refunded where required by law or where we agree otherwise.
Contact
Returns and refunds: hello@nanaberchie.com.