Returns & Refunds

Coming soon: Online ordering is not open yet. The arrangements below describe our planned service when sales begin.

14-day return requests

If you change your mind, email hi@taotuhaus.com within 14 days of delivery, quoting your order number and the item you wish to return. You do not need to give a reason. We provide the return instructions and the correct return address individually by email. Please do not send a parcel to our correspondence address, a maker or a supplier without checking the destination.

Preparing your return

For a change-of-mind return, keep the object unused apart from the handling reasonably needed to inspect it. Pack ceramics and glass securely, using the original protective packaging where available. Include your name and order number and retain proof of postage. For applicable statutory withdrawal rights, send the item back within 14 days after notifying us.

Who pays return postage?

Customers pay the direct postage cost for change-of-mind returns. TAOTUHAUS covers the necessary return costs for damaged, defective or incorrect items; contact us so we can arrange the return method.

Damaged, defective or incorrect items

Contact us promptly with your order number, a description of the issue and, where possible, photographs of the item and packaging. Keep the item and packaging while we help resolve the problem. We will arrange an appropriate remedy, including repair, replacement or refund where applicable. These claims are not restricted to the change-of-mind return window.

Refunds

Refunds are made to the original payment method. We process refunds without undue delay and, where statutory withdrawal rights apply, within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the returned item or evidence that it has been sent back, whichever is earlier. For an applicable statutory withdrawal, the standard original delivery charge is refunded; supplementary express-delivery costs are not.

A deduction may apply only for diminished value caused by handling beyond what is reasonably needed to inspect the object. Your payment provider may take additional time to show the credit.

Your rights

This policy does not limit any mandatory cancellation, withdrawal, warranty or other consumer rights. Handmade or discounted objects are not automatically excluded from those rights.