Return & Refund Policy
Online Store Conditions & Legal Guarantees • Moldeando Caminos™
14 Days to Return
Right of withdrawal on catalogue items. The piece must be intact and in safe packaging. Buyer covers return postage.
No Returns (Art. 103.c)
Customized ceramics, personalized pieces, or works crafted exclusively on demand are legally exempt from return rights.
100% Covered (24-48h)
If damaged during delivery, report with photos within 24-48h. We replace it immediately or issue a full refund.
1. Right of Withdrawal (Standard In-Stock Products)
In accordance with Spanish and European Consumer Protection Legislation (Royal Legislative Decree 1/2007 - TRLGDCU), you have the right to withdraw from your purchase of standard catalogue products within 14 calendar days from the day you (or a third party designated by you) received the physical package.
Conditions for Returning In-Stock Pieces:
- Flawless Condition: The ceramic piece must be unused, unwashed, unaltered, and free of stains, chips, or scratches.
- Protective & Secure Packaging: Ceramics are delicate. It is the customer's legal responsibility to pack the piece with equivalent shock-absorbing cushioning (bubble wrap, air cushions, rigid double box). If the piece arrives broken due to insufficient packaging, the refund cannot be processed.
- Return Shipping Costs: As established in Art. 108 of the TRLGDCU, the direct cost of returning the goods to our workshop in Consuegra (Toledo) shall be borne by the customer.
Summary of shipping responsibilities:
2. Legal Exception: Custom and Made-to-Order Pieces (No Returns)
Pursuant to Article 103, letter c) of Royal Legislative Decree 1/2007 (LGDCU) and Directive 2011/83/EU, the right of withdrawal DOES NOT APPLY to:
«The supply of goods made to the consumer’s specifications or clearly personalized.»
At Moldeando Caminos, custom-made creations (such as pottery pieces created with personalized measurements, bespoke glaze palettes, custom engravings, names, anniversary dates, or exclusive corporate tableware commissioned on demand) involve irreversible artisan wheel-throwing, slow natural drying, and high-temperature kiln firings dedicated exclusively to you.
Therefore, made-to-order and personalized products cannot be returned, exchanged, or refunded once their artisanal production has commenced, except in the event of manufacturing flaw or damage sustained in transit.
3. Handcrafted Nature and Tolerances
Every piece at Moldeando Caminos is personally shaped on the potter's wheel and hand-glazed by artisan ceramist Rosa Rodríguez in Consuegra, Toledo. This traditional artisan process means that no two pieces are 100% identical.
Subtle variations in glaze nuances, mineral speckles, organic textures, micro-bubbles characteristic of kiln reduction, or minute millimeter differences in dimensions are not defects or manufacturing flaws; they are the genuine hallmark of signature pottery and author ceramics.
4. Breakage or Incidents During Delivery
We package our ceramics with the utmost care, utilizing eco-conscious shock-absorbing materials tested to withstand courier handling. However, ceramics are fragile. If your order arrives damaged, our guarantee fully protects you:
Immediate Action Steps (within 24 to 48 hours):
- Do not discard the box, shipping label, or internal packing material.
- Take clear photographs showing: the outer box and courier label, the inner packaging, and the damaged piece.
- Send the photos to contacto@moldeandocaminos.es or WhatsApp +34 604 439 541 indicating your order reference.
Resolution: We will fast-track a replacement piece at zero additional cost, or issue a 100% refund if the piece was an unrepeatable one-of-a-kind artwork.
5. Step-by-Step Return Process
Email us within 14 calendar days of receiving your item at contacto@moldeandocaminos.es.
Package the piece securely and send it to our Consuegra workshop using certified tracked mail.
Once verified in good condition, we issue the refund within 14 days to the original payment method.
6. Studio Address for Returns & Inquiries
All authorized returns must be shipped to our artisan studio at the following address:
- Recipient: Moldeando Caminos (Rosa Rodríguez)
- Address: Calle Fuentecilla 27, 45700 Consuegra, Toledo (España)
- Email: contacto@moldeandocaminos.es
- Customer Phone / WhatsApp: +34 604 439 541
7. Pottery Workshops and Experience Bookings
This policy applies to physical ceramic products in our online store. Workshop, Mañaneo, and Tardeo reservations have a specific cancellation policy (100% refund > 7 days, 50% between 7 days and 48 hours, free transfer of spot < 48 hours) as detailed in our Terms of Service.