Refund policy

Return and Refund Policy

Last updated: 20 April 2026

We want you to be happy with your purchase. If something hasn't gone as expected, here we explain what you can do in each situation, from a simple change of mind to receiving a damaged piece.

This policy complements our Terms of Service, which is the full legal document applicable to all purchases.

In short

If you change your mind: you have 14 days to return the piece. Return shipping is at your expense.
If the piece arrives damaged or defective: let us know within 14 days. We send you a new one or refund you, at no cost to you.
If it is a custom order: returns are not accepted once samples are approved and the first payment is made.
Workshops: full refund if you cancel 7 or more days in advance.

1. If you change your mind: right of withdrawal

As a consumer, you have the right to return your purchase within 14 calendar days of receiving the order, with no need to give a reason. This is what the law calls the right of withdrawal (Article 102 of the Spanish Consumer Protection Act, TRLGDCU).

How to exercise it:

Write to us at studio@boyaporcelana.com with your order number and your wish to return, before the 14 days expire. You can use the form at the end of this page or simply send an email.
We will reply with the return address and packaging instructions.
Send us the piece packaged according to those instructions. Return shipping costs are at your expense.
Once we receive the piece and verify its condition, we will refund the amount paid (including the original shipping costs where applicable) within a maximum of 14 days, by the same payment method you used.

Why we insist so much on packaging: porcelain is fragile, and a piece that comes back broken no longer has the same value. If the piece is not packaged following our instructions and arrives damaged, we may deduct the loss in value from the amount refunded.

2. If the piece arrives damaged or defective

If when you open the parcel you find the piece broken, damaged or with a manufacturing defect, it is covered. Write to us at studio@boyaporcelana.com within 14 days of receipt, attaching:

photographs of the outer packaging, as you received it
photographs of the damage or defect
your order number

You choose how we resolve it:

we send you a new piece at no additional cost, or
we refund the full amount, including shipping costs

In this case you do not have to pay anything, neither for return shipping nor for the new shipment.

In addition to the 14-day window for transit incidents, you have the three-year statutory guarantee provided in Article 120 TRLGDCU for any non-conformity that appears later.

3. Custom orders

Custom orders (pieces made to your specifications) cannot be returned or cancelled once samples are approved and the first payment has been made. This is permitted by Article 103.c TRLGDCU for goods made to measure.

That is why the order process has two approval steps prior to payment: sketches and physical samples. Only when you approve both do we confirm final production and request the first payment. You can read the full process in section 9 of the Terms of Service.

The statutory guarantee for manufacturing defects continues to apply normally to custom orders.

4. If your order does not arrive

If the courier confirms the loss of the parcel, we offer you:

the shipping of an equivalent piece at no additional cost, if available, or
a full refund of the amount paid

The step-by-step procedure for delays and lost parcels is detailed in our Shipping Policy.

5. Workshops

Workshop registrations are governed by specific conditions:

if you cancel 7 or more days in advance, we refund the full amount
if you cancel less than 7 days in advance, no refund applies, but you can transfer your place to another person or move your booking to a later date, subject to availability and our prior confirmation
if we are the ones who cancel the workshop, you can choose between transferring your place to the new date or receiving a full refund

6. How refunds are made

by the same payment method you used for the purchase
within a maximum of 14 calendar days from when we accept the return or incident
refunds appear in your account or payment method according to your bank's processing times (usually between 1 and 5 business days after issuance)

7. Contact

To start a return or resolve any question:

Boya Porcelana
Email: studio@boyaporcelana.com
Phone: +34 664 29 88 68
Address: Carrer de la Reina Na Germana, 7, 46005 València, Spain

Appendix: Withdrawal form template

(Complete and send only if you wish to withdraw from the contract)

To Bojana Brkić (Boya Porcelana), Carrer de la Reina Na Germana 7, 46005 València, Spain. Email: studio@boyaporcelana.com

I hereby give notice that I withdraw from the contract for the sale of the following product:

Order number: ______________________
Product: ______________________
Order date: ______________________
Date of receipt: ______________________
Consumer's name: ______________________
Consumer's address: ______________________
Consumer's signature (only if submitted on paper): ______________________
Date: ______________________