Refund policy

At Uno Nueve, each piece is made by hand, one at a time. Because of this, slight variations in shape, size, color, texture, glaze, or finish may occur. These variations are a natural part of the handmade ceramic process and make each piece unique. 

At this time, Uno Nueve sells and ships only within Costa Rica. 

If you have an issue with your order, please contact us by email or WhatsApp so we can review your case. 

Email: garantia@unonuevepottery.com

WhatsApp: 7298-7637

1. No voluntary returns for change of mind 

Due to the handmade, fragile, and limited nature of our pieces, Uno Nueve does not offer voluntary returns, refunds, or exchanges for change of mind, personal preference, or buyer’s remorse, except where required by applicable Costa Rican consumer protection law. 

This includes, but is not limited to: 

  • Changing your mind after placing an order. 

  • Preferring another color, shape, or size. 

  • Slight differences between the product photo and the physical piece. 

  • Natural variations from the handmade process. 

  • Personal perception of weight, texture, tone, or finish. 

Please review the photos, description, measurements, and details of each piece carefully before completing your purchase. 

2. Items damaged during delivery 

If your piece arrives broken, chipped, or damaged during delivery, please contact us within 48 hours of receiving your order. 

To review the case, we will need: 

  • Order number. 

  • Clear photos of the outer packaging. 

  • Photos of the protective packaging materials. 

  • Photos of the damaged piece. 

  • A brief description of what happened. 

After reviewing the case, Uno Nueve may offer one or more of the following solutions, depending on the situation and availability: 

  • Replacement of the piece, if available. 

  • Exchange for a similar piece. 

  • Store credit. 

  • Partial or full refund. 

If the piece is unique or not available for replacement, we will look for a fair solution based on the case. 

3. Manufacturing defects 

All pieces are inspected before shipping. However, if you receive a piece with a defect that affects its normal use, please contact us so we can review the case. 

A manufacturing defect is an issue that affects the functionality or safety of the piece, such as a structural crack, leakage, unintentionally sharp edge, or failure that prevents safe normal use. 

The following are not considered manufacturing defects: 

  • Glaze color variations. 

  • Subtle marks from the handmade process. 

  • Small differences in shape or size. 

  • Natural clay or glaze textures. 

  • Slight differences between pieces from the same collection. 

  • Aesthetic details that were visible or described at the time of purchase. 

4. Incorrect order 

If you receive a piece different from the one you purchased, please contact us within 48 hours of receiving your order. 

In this case, Uno Nueve will cover the related costs for the exchange or replacement of the correct product. 

5. Warranty for normal use 

Our pieces are designed for everyday use, but they are still handmade ceramics and should be handled with care. 

The warranty covers manufacturing defects that affect the normal use of the piece. 

The warranty does not cover: 

  • Drops, impacts, or breakage after the product has been received. 

  • Damage caused by misuse. 

  • Extreme thermal shock. 

  • Use over direct fire, open flame, or direct oven heat. 

  • Improper microwave or dishwasher use if the piece includes specific care instructions. 

  • Normal wear and tear. 

  • Stains, scratches, or marks caused by everyday use. 

  • Natural variations from the handmade process. 

6. Discounted, sample, or imperfect pieces 

Pieces sold as samples, discounted items, imperfect pieces, seconds, or final sale items are not eligible for return, exchange, or refund due to aesthetic details that were previously disclosed or visible at the time of purchase. 

We will review cases where there is an undisclosed functional defect or damage that occurred during delivery. 

7. Custom or made-to-order pieces 

At this time, Uno Nueve sells ready-to-ship inventory. 

In the future, if we offer custom, personalized, made-to-order, or special request pieces, these items will not be eligible for return, exchange, or refund for personal preference once production has started. 

We will still review cases where the piece arrives damaged or has a functional defect. 

8. Return shipping for review 

Before sending any piece back, you must contact us so we can approve the review and provide packing instructions. 

The piece must be returned unused, clean, and properly protected. 

If a piece breaks during return shipping due to inadequate packaging, Uno Nueve may not be able to approve an exchange, store credit, or refund. 

Return shipping costs will be reviewed case by case. If the issue is due to an Uno Nueve error, approved delivery damage, or an approved defect, we will cover the corresponding costs. 

9. How to request a review 

To request help with an order, please contact us at: 

Email: garantia@unonuevepottery.com

WhatsApp: 7298-7637

Please include: 

  • Full name. 

  • Order number. 

  • Purchase date. 

  • Reason for the request. 

  • Photos of the product and packaging, when applicable. 

We will review your case and respond with the available solution based on the situation.