Refund policy

General Returns
We do not offer refunds for change of mind. We understand that sometimes items are not the right fit, so we are happy to provide store credit on full-priced items that meet the following conditions:

Items must be sent back within 10 days of delivery. Items must be unused, unwashed and in their original packaging. Returned items that have been used will not be accepted and will be returned to the customer at their cost. Items must not be on sale or purchased with a promotional code.

Sale items and items purchased with a discount code are final sale and not eligible for return or exchange.

Faulty Items
We aim to provide products of the highest standard. If you believe your item has a manufacturing fault, please email info@onetwohouse.com within 30 days of delivery with your order number and a photo showing the issue.

Please note: we do not accept returns on products that have broken after being placed in the dishwasher, as this is not considered a manufacturing fault.

In accordance with the Australian Consumer Law, if an item has a minor fault we have the right to repair and return it to you. If the fault cannot be repaired, we will send a replacement. If we are unable to repair or replace, we will issue a full refund to your original payment method.

Claims made more than 30 days after delivery will not be eligible as we are unable to distinguish between manufacturing faults and damage from regular use after this time.

What Is Not Considered a Fault
The following are natural characteristics of new bone china and are not covered under our faults policy:

Glaze variation: Small differences in colour, tone and texture between pieces are a natural result of the firing process. No two pieces are exactly alike.

Crazing: Fine surface lines that develop over time with regular use and temperature changes are a characteristic of bone china, not a manufacturing fault.

Chips from impact: Damage from dropping, knocking or improper stacking during use is not covered under our faults policy.

Dishwasher breakage: While our pieces are dishwasher safe, breakage resulting from dishwasher use is not considered a manufacturing fault.

Discolouration from use: Staining or discolouration from certain foods, cleaning products or improper care is not considered a defect.

How To Return
Email info@onetwohouse.com with your order number and reason for return. We will respond within 1 to 2 business days with next steps. You will have 7 days from our response to send your item back to us.

We recommend using registered post with tracking. Items lost in transit are the responsibility of the customer and we cannot issue store credit on lost parcels.

Important
Return shipping costs are the responsibility of the customer unless the item is faulty or we made an error, in which case we will cover the cost entirely.