Each mug is handmade and made individually, these pieces are one of one and each have their own unique aesthetic imperfections.

Custom handmade ceramics go through many fragile stages and vigorous firing process which can result in small aesthetic differences and imperfections.

Terms of Service

Effective Date: July 2022.

Welcome to Naetive. By using our website and purchasing our handmade pottery, you agree to comply with and be bound by the following terms and conditions. Please review the following terms carefully.

1. Terms and Conditions

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   1. General Information Welcome to Naetive. These Terms and Conditions ("Terms") govern your use of our website and the purchase of our products. By accessing our website or placing an order, you agree to be bound by these Terms. Naetive is a UK-based company, and our business details are available on our website. For inquiries, please contact us at hello@naetive.co.uk.

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   2. Product Information

   Custom Mugs
   Custom mugs are made to order to provide you with as many options as possible to design your dream mug. We offer a variety of sizes, including espresso, flat white, standard, latte, and large. Each mug can be customized with our selection of gems, models, and handles, allowing you to showcase your personality. Personalization options include text placement on the inside rim, inside bottom, and outside rim, with quotes, affirmations, prayers, jokes, or any meaningful text of your choice.

   Individuality
   All mugs are handmade by our skilled makers, ensuring each piece is unique. Variations in placement, color, and shape are inherent in handmade products and contribute to their charm.

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   3. Processing and Priority Services

   Processing Time
   Our standard processing time for custom mugs is up to 8 weeks. This timeframe is an estimate and not guaranteed, as it depends on various factors, including the firing process. We will notify you if delays occur and pause processing until we receive your approval to proceed.

   Priority Making
   Priority Making expedites the production process to up to 4 weeks. This service involves additional fees and is subject to the same risks of delays and imperfections inherent in handmade ceramics. If the 4-week timeframe is exceeded, you will receive a refund for the priority fee, and your order will continue under standard processing.

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   4. Imperfections and Quality Assurance

   Imperfection and Our Happy Accident Promise
   Handmade ceramics undergo fragile and complex processes, resulting in unique imperfections that reflect their journey. Minor aesthetic differences in glaze, painting, or ceramic are natural and safe for use. We remake any orders that fail to meet our standards while minimizing waste.

   If we identify an imperfection during our quality check, we will contact you with the following options:

   • A voucher for money off your next order.

   • A discount on the current order.

   • A full remake as a priority customer.

   If the 8-week processing time is exceeded, you are entitled to a full refund for your order.

   Custom Happy Accidents Sale
   Occasionally, we may produce a custom mug that does not meet our quality standards due to minor imperfections. These items are referred to as "Happy Accidents." They are safe to use and only have aesthetic imperfections.

   • Customer Notification and Offer: When a "Happy Accident" occurs, we will notify the original customer and offer them the opportunity to purchase the imperfect mug at a discounted price before we proceed with a remake.

   • Customer Decision: If the customer accepts the discounted offer, the sale is final. If declined, we will remake the mug to meet quality standards, fulfilling the original order as requested.

   • Happy Accidents Sale Availability: Declined "Happy Accidents" mugs will be added to our "Happy Accidents" sale section. These mugs will be available for purchase by other customers at a discounted price. All sales of "Happy Accidents" mugs are final.

   • Sale Finality and Warranty: By purchasing from the "Happy Accidents" sale, you acknowledge the product may have minor imperfections. These items are sold as-is, with no returns, exchanges, or warranties.

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   5. Returns and Refunds

   Eligibility
   We strive for your satisfaction. If you are not happy with your order, email hello@naetive.co.uk with your order details and supporting images. Returns are accepted for items in their original, unused condition. Certain products are non-returnable due to hygiene considerations; refer to the product information on our website for specific exclusions.

   Process
   You have 28 days from the delivery date to request a refund. Refunds are issued to the original payment method within 14 days of receiving the returned item. Returned items must be securely packaged and include proof of postage, as they remain your responsibility until they reach us. We are not liable for returns sent to us by mistake. If located, additional delivery charges may apply to return them to you.

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   6. Pricing and Payment Prices are listed on our website and include applicable taxes unless stated otherwise. Payments must be made using the methods provided at checkout. Orders are confirmed upon receipt of full payment.

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   7. Delivery and Shipping Estimated delivery times are provided during checkout. While we strive to meet these timelines, delays may occur. Shipping costs are calculated based on the destination and added at checkout. For international orders, customers are responsible for customs duties and taxes.

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   8. Intellectual Property All designs, logos, and content on our website are the intellectual property of Naetive. Unauthorized reproduction or use is prohibited.

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   9. Liability Naetive is not liable for any indirect or consequential losses arising from the use of our products. This does not affect your statutory rights under UK consumer law.

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   10. Governing Law These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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   11. Terms of Service

   Effective Date: July 2022.
   Welcome to Naetive. By using our website and purchasing our handmade pottery, you agree to comply with and be bound by the following Terms of Service. Please review the following terms carefully.

   General
   This website is operated by Naetive. Throughout the site, the terms “we”, “us” and “our” refer to Naetive. Naetive offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

   Use of the Site
   By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.

   Online Store Terms
   By agreeing to these Terms of Service, you represent that you are at least the age of majority in your country of residence. You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction.

   Accuracy of Information
   We are not responsible if information made available on this site is not accurate, complete, or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete, or more timely sources of information.

   Modifications to the Service and Prices
   Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice.

   Products or Services
   Our products are crafted individually and may vary slightly from the images displayed on our website. These variations are not defects but a testament to the uniqueness of each piece. Certain products or services may have limited quantities and are subject to return or exchange only according to our Return & Refund Policy.

   Custom Orders
   Custom orders are non-refundable once production has started. Refunds are assessed on a case-by-case basis, and amendments cannot be made after production begins. You agree to provide accurate details during the ordering process to align with our creative vision.

   Accuracy of Billing and Account Information
   We reserve the right to refuse any order. You agree to provide current, complete, and accurate information for purchases.

   Optional Tools and Third-Party Links
   We may provide access to third-party tools or links. These are provided “as is” without warranties. Naetive is not responsible for third-party content.

   Personal Information
   Your submission of personal information is governed by our Privacy Policy.

   Errors, Inaccuracies, and Omissions
   We reserve the right to correct any typographical errors, inaccuracies, or omissions and to cancel orders if necessary.

   Prohibited Uses
   You agree not to use the site for unlawful purposes, violate intellectual property rights, or engage in prohibited activities.

   Disclaimer of Warranties
   Your use of the Service is at your sole risk. All products and services are provided "as is" without any representation, warranties, or conditions of any kind.

   Indemnification
   You agree to indemnify Naetive from claims arising from your breach of these Terms of Service.

   Severability
   If any provision of these Terms is determined to be unlawful, the unenforceable portion shall be severed without affecting the validity of remaining provisions.

   Termination
   These Terms are effective unless terminated by either you or us. You may terminate by ceasing use of the site.

   Entire Agreement
   These Terms and any policies posted constitute the entire agreement and supersede prior agreements.

   Changes to Terms of Service
   Naetive reserves the right to update these Terms. Continued use of the Service constitutes acceptance of the modified terms.

   Contact Information
   For questions, contact us at hello@naetive.co.uk.

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   Thank you for supporting Naetive. We look forward to crafting your unique and personalized ceramics!

    

If you haven't been here before then you might not know how it works or how to customise. Customisable ceramics is a beautifully ambitious art and our goal is to make it accessible for everyone to make their dream mug. This comes with a touch of patience and understanding that our handmade mugs go through a complex journey to get to you.

Custom Mugs

Custom mugs are made to order to help give you as many options as possible to design and create your dream mug. We have different sizes available from espresso, flat white, standard, latte and large. Each mug is customisable with our selection of different gems, a model and handles to really bring your personality through your mug. You can personalise your mug with different quotes, affirmations, prayers, jokes, anything that means something to you. You can place your text in 3 different areas, the inside rim, inside bottom and outside rim. 

Processing Time

We craft our mugs carefully and the art of customised pottery is a patient one. Our standard processing time at the moment is up to 8 weeks, this is an estimate time and not a guaranteed time. It can change and orders can come before or after this point depending on their journey and how lucky we have been in the firings. It is our responsibility to update you and let you know if we have any issues along the way or if your order may be delayed, we will pop you can email and your processing time will be paused until we have received a response to proceed with your order. 

Priority Making

Priority is an added fast track system for us to make your order quicker than our standard processing time and can take up to 4 weeks. Added Priority still have the same risks involved in the making process which can cause some delays or imperfections due to the nature of handmade custom ceramics. If your Priority Making has any issues and surpasses the 4 weeks, you are entitled to a refund on your priority, we will continue making your order as quickly as possible with your standard processing time.

Individuality

All of our mugs are handmade by one of our amazing makers and are all unique in their own way. Each mug may have small differences in placements, colour and shape.  

Imperfection and our happy accident promise

Each mug is handmade and made individually, these pieces are one of one and each have their own unique aesthetic imperfections.

Custom handmade ceramics go through many fragile stages and vigorous firing processes which can result in small aesthetic differences and imperfections in the glaze, painting or ceramic underneath. This is the natural state of handmade ceramics which can be unforgiving. Imperfections may occur during any stage of the making process. We will always remake any orders we are not 100% satisfied with, however we work really hard not to waste and some imperfections are minor, happy accidents that share scars of the journey they have made and are completely safe to use. 

If your order has an imperfection that we have noticed in our quality check, we will contact you to let you know and offer you one of three options, a money off your next order voucher, a discount off the mug ordered or a full remake as a priority customer. If your order has surpassed our 8 week processing time at this point you are entitled to a full refund on your order. 

Returns and Refunds 

We hope that you are happy with your order however, if you are not, you can pop us an email to hello@naetive.co.uk with your order details and any supporting images for us to help as best we can.

We can offer returns or refunds on some products. As long as the item is still in its original condition and unused. We accept some returns for free. Please always check the product information section for the item you have ordered available on our website for details on whether the item is returnable.

You have 28 days from the day of delivery for a refund. The refund will be issued to your original payment method. We will aim to refund you within 14 days of receiving the returned item.

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds.

We will inspect all returns. Any items must be returned unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, the order must arrive to us safely. 

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back to us, please ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.