Terms of service
Last updated: 29 September 2026
1. About us
The online store at potteryandpoetry.com is operated by POTERY EOOD, trading as Pottery & Poetry, UIC (ЕИК) 204829317, VAT number BG204829317, registered address 55 Krastyo Sarafov St., 1421 Sofia, Bulgaria. Email: hi@potteryandpoetry.com, phone: +359 88 931 2498.
2. Scope
These terms apply to all orders placed through our website. If you buy as a consumer, you also keep all the rights that consumer protection law gives you, and nothing in these terms limits them. Orders for businesses, restaurants and corporate gifts that are made on the basis of an individual offer follow the terms of that offer.
3. Our products
Every piece is shaped and glazed by hand in our studio in Sofia. Small differences in colour, glaze, size and shape between pieces, and between a piece and its photos, are part of handmade ceramics and are not defects. Colours may also look different on different screens. Production times for made-to-order and personalised pieces are shown on each product page.
4. Prices and payment
Prices are in euro and include VAT where applicable. Delivery costs are calculated at checkout and shown before you pay. You can pay with the methods offered at checkout. For deliveries outside the European Union, import duties and taxes may apply and are paid by the recipient.
5. Placing an order
When you place an order, you make an offer to buy the products. The contract is concluded when we send you an email confirming your order. If a product is unavailable or a price was shown by mistake, we will contact you, and if we cannot fulfil the order we will refund any amount you have paid in full.
6. Delivery
Delivery times, costs and destinations are described in our Shipping policy.
7. Right of withdrawal
If you are a consumer, you may withdraw from your purchase within 14 days of receiving it, without giving a reason. This right does not apply to goods made to your specifications or clearly personalised. How to withdraw and how refunds work is explained in our Refund policy.
8. Legal guarantee
As a consumer, you have a legal guarantee of conformity for 2 years from delivery under the Bulgarian Consumer Protection Act. If a product is faulty or does not match its description, please contact us. We will repair or replace it, or, where this is not possible, reduce the price or refund you. Natural variations of handmade pieces described in section 3 are not a lack of conformity.
9. Complaints and disputes
Please send any complaint to hi@potteryandpoetry.com. We will reply as soon as possible and in any case within 14 days. If we cannot resolve it together, consumers can turn to the General Conciliation Commissions at the Bulgarian Commission for Consumer Protection (kzp.bg) or to the competent court.
10. Intellectual property
Our designs, product names, photos, texts and poems are the property of POTERY EOOD or their authors. They may not be copied or used commercially without our written permission.
11. Liability
We are responsible for the products we sell in accordance with the law. Nothing in these terms excludes or limits liability that cannot be excluded or limited by law. For business customers, we are not liable for indirect losses such as lost profit.
12. Personal data
We process your personal data as described in our Privacy policy.
13. Changes to these terms
We may update these terms. The version published at the time of your order applies to that order.
14. Governing law
These terms are governed by the laws of the Republic of Bulgaria. If you are a consumer living in another EU country, you also keep the protection of the mandatory laws of your country of residence.