Two years to raise a fault

What the right covers

Under Købeloven you may complain about a defect for 2 years from the day the piece was delivered, provided the defect was present at delivery even if it only became apparent later. A manufacturing fault that shows up after four months of ordinary use is covered; a piece knocked off a counter is not.

For the first twelve months a fault is presumed to have been present at delivery unless we can show otherwise. After that the burden shifts to you, which in practice means photographs and a description of how the piece has been used.

What counts as a fault

• Crazing or glaze failure in ordinary domestic or commercial use.
• A piece that does not match its published dimensions beyond the ±5% tolerance.
• A crack, a lamination or a firing flaw that was there when it arrived.
• A glaze that lifts, flakes or discolours abnormally within the period.
• A foot ring that has been left rough enough to scratch a table surface.

What does not

• Damage from an impact — a chipped rim from a knock, a piece dropped, a stack pushed over.
• Damage from use outside the published limits: a metallic-decorated piece in a microwave, a piece taken from freezer to hot oven, a piece used on a hob or under a grill element.
• Ordinary marking of a satin glaze surface — the fine grey cutlery lines that build up over time on any matt-glazed ware, which come off with a cream cleaner.
• Variation that we publish as normal: the ±5% tolerance, glaze pooling, the small pinholes characteristic of a satin glaze, and colour movement between glaze batches.
• Breakage in transit, which has its own faster route — see below.

How to make a claim

1. Email support@ancherstudio.shop with your order reference, photographs of the piece and a sentence on how it has been used and washed.
2. We answer within one working day and tell you whether we need the piece back.
3. If we do, we pay the return carriage and send you a label. You are never out of pocket for a fault.
4. Where the claim holds we repair, replace or refund. In practice a fired ceramic cannot be repaired, so it is replacement or refund, and you choose which unless the choice would cost us disproportionately more.

Timing

Complain within a reasonable time of noticing the fault. Anything raised within two months of you noticing it is always in time. Claims are settled within 14 days of us agreeing them.

Not the same as withdrawal

Do not confuse the two. Withdrawal is 14 days, needs no reason, and you pay the return carriage. This right is two years, needs a fault, and we pay the return carriage. Using one does not use up the other.

Broken in transit

Stoneware travels badly and sometimes a carton loses. That is not a claim you should have to argue: photograph the carton and the pieces and tell us within 7 days of delivery and we replace them. The damage report route is here.

If we cannot agree

You can take the matter to an independent body without cost to us or to you beyond the filing fee. The addresses are on the complaints page.