Refund policy
At Egg Back Home, each piece is handmade in Portugal with care and individuality. We hope your order brings joy into your daily life. Still, we understand that sometimes things don't go as planned. This policy outlines how we handle returns and refunds, in full accordance with EU consumer protection laws.
Returns — Changed Your Mind?
If you placed an order through our online shop and wish to return one or more items, you have 14 days from the date of delivery to inform us.
To be eligible for a return:
- The item must be unused and in perfect condition
- It must be returned in its original packaging or an equally protective alternative
- Return shipping costs are the responsibility of the customer — except for orders over €500 delivered within the European Union, where we cover the return shipping
Because we work with delicate handmade ceramics, please ensure all items are packed securely for return. If returned items arrive broken due to insufficient packaging, we will not be able to offer a refund.
Refunds will be issued only after the items are received and inspected by our team.
To initiate a return, log in to your customer account and access your order history. You can start the process directly through our return portal. If you experience any issues, please write to us at info@eggbackhome.com and include your order number, clear photos of the item(s), and your reason for the return. We will guide you through the next steps.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective or wrong item, please contact us as soon as possible — ideally within 48 hours of delivery, so that we can open a claim with the carrier — and send:
- Clear photos of the item(s), the shipping box, and all internal packaging
- A brief description of the issue
You can use the return portal or email us at info@eggbackhome.com. Once we have confirmed the problem, you choose how we solve it: a replacement or a full refund. If you prefer, we can also give you store credit instead.
Legal guarantee. All our pieces are covered by the legal guarantee of conformity for 3 years from delivery, under Portuguese consumer law. It covers faults that already existed when the piece reached you, even if they only show later — for example a crack or a glaze flaw that was not visible at first. It does not cover breakage from falls or knocks, damage from sudden temperature changes, normal wear from use, or damage caused by not following the care instructions. Small variations in colour, shape and glaze are part of handmade ceramics and are not defects.
Items Not Eligible for Return
The following items cannot be returned:
- Pieces made to your own specifications or personalised for you
Unless they arrive damaged, in which case we will resolve the issue promptly.
Parcels Returned to Us
If a parcel is returned to us due to an incomplete or incorrect address, refusal of delivery, or failure to collect from a pick-up point, we will gladly resend it — new shipping costs will apply.
If you prefer a refund instead, we will refund the items as soon as the parcel is back with us.
Buy 1 Get 1 Free offers
When a piece was bought with our “Buy 1 Get 1 Free” offer, the two pieces form a pair and are returned together. We can’t accept the return of the paid piece alone while the free one is kept: the refund covers the pair, at the price you paid. If one of the two arrives damaged, write to us and we’ll sort it out.
Questions?
If you have any questions or need support with your return, our team is always happy to help. Please email us at info@eggbackhome.com.