Refund policy
Last updated: 8 September 2026
We want the kit to arrive in perfect condition and to work the first time. If it doesn't, this page explains exactly what we do about it. Nothing here limits the rights you have under the consumer law of the country you live in.
1. Arrived damaged, defective or incomplete
If your kit arrives broken, with a missing part, or with clay that is dry or unusable, email us at firstprints.shop@outlook.com within 14 days of delivery with your order number and a photo of the problem. We will send a free replacement or refund you in full, whichever you prefer. You do not need to send anything back.
This is on top of your statutory rights. In the EU you have a two year legal guarantee of conformity; in the UK you have rights under the Consumer Rights Act 2015. If a defect appears later than 14 days, contact us anyway.
2. Didn't arrive
Every order is tracked. If your tracking shows no delivery 10 business days after the end of the estimated delivery window for your country (see our Shipping Policy), email us. We will reship or refund in full. Please check with neighbours and your local carrier first; most "missing" parcels are waiting at a pickup point.
3. Changed your mind
If you are in the European Union or the United Kingdom
You have the legal right to cancel your order for any reason within 14 days from the day you receive it. To exercise it, email us a clear statement that you want to cancel (you may use the form at the bottom of this page, but you don't have to). You then have another 14 days to send the kit back. We refund the full price, including the original delivery cost, within 14 days of receiving the kit or proof that you have sent it.
You pay the cost of returning the kit. If the clay has been opened or used, the kit can no longer be sold and we may deduct an amount reflecting that loss in value, as the law allows. Unopened kits are refunded in full.
If you are in the United States or anywhere else
We accept returns of unopened, unused kits within 30 days of delivery for a refund of the product price. Return shipping is paid by you. Kits with opened clay cannot be returned unless they are defective (see section 1).
How to return
Email us before sending anything. We will give you the return address and a reference. Do not return a kit to the address on the parcel: it may be a carrier facility and we cannot recover parcels sent there. In some cases we may choose to refund you without asking for the kit back.
4. Cancelling before it ships
Orders are sent to our fulfilment partner within a few hours of being placed. If you need to cancel or change the address, email us as soon as possible. If the order has not yet shipped, we cancel it and refund you in full. If it has shipped, section 3 applies.
5. Wrong address
We ship to the address you enter at checkout. If a parcel is returned to sender because the address was incomplete or incorrect, we will offer to reship it once the parcel comes back, and may ask you to cover the second shipment. If it is lost because of an address error, we cannot refund it, so please double check before paying.
6. Refunds
Refunds go back to the original payment method. Once we issue a refund, your bank or card provider usually takes 5 to 10 business days to show it. We will email you when it is done.
7. Gifts
If the kit was a gift, the person who placed the order is the one we refund. If you received a damaged kit as a gift, email us with the sender's name and we will sort out a replacement directly with you.
8. Contact
Email: firstprints.shop@outlook.com. We answer within one business day, Monday to Friday, Spanish time (CET/CEST).