Ru's Jungle Story
Studio Policies · Care & Trust

Return & Refund Policy

We want you to treasure your stoneware planter pair for years to come. Because every piece is hand-pressed, carved, and painted individually in Wellington, we maintain transparent and compassionate policies regarding transit protection, custom commissions, and returns.

Last updated: September 2026 · Wellington, New Zealand

100% Transit Replacement Guarantee

Ceramics are delicate journeys. If your planter arrives with any chip, crack, or damage from postal transit, we will replace it free of charge or issue a full refund upon receiving photos within 48 hours of delivery.

Summary at a Glance
  • Transit Damage: 48hr photo report
  • Shelf Ready Pieces: 14 days return
  • Custom Pet Portraits: Proof approval
  • Refund Speed: 3–5 business days
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Section 01

Artisanal Nature & Natural Variations

Each planter is formed by hand from architectural concrete mix, carved with sgraffito loop tools while damp, and painted freehand with mineral pigments. As a result:

  • Small organic air pockets, earthy surface speckles, and subtle color gradations are natural characteristics of hand-pressed ceramics.
  • No two planter pairs are identical in weight or microscopic finish.
  • These variations are not defects, but genuine signatures of slow studio pottery.
Section 02

Damaged in Transit Protocol

While we pack every planter securely with biodegradable wood wool, heavy-gauge corrugated wrap, and corner buffers, accidents can rarely occur in transit.

If your package arrives damaged:

  1. Take 2–3 clear photographs showing the outer damaged shipping box and the damaged stoneware piece inside.
  2. Email these photos to rusjunglestory@gmail.com or WhatsApp us at +64 21 000 0000 within 48 hours of package arrival.
  3. We will immediately create a replacement piece with priority in our studio queue, or issue a 100% full refund to your original payment method.
Section 03

Custom & Bespoke Pet Portrait Orders

Because custom pet portrait sets are sculpted and painted specifically from client photographs:

  • Proof Confirmation: Ru sends high-resolution studio photos of the painted portrait for your review before the final protective matte sealant is applied.
  • Minor Adjustments: Small adjustments to fur highlights or marking shades can be requested at the proof stage.
  • Non-Refundable After Sealing: Once the piece has been approved by you and sealed with archival varnish, bespoke orders cannot be returned or refunded unless damaged in transit.
Section 04

Ready-to-Ship Shelf Pieces (14-Day Window)

If you ordered a ready-made pair from The Shelf and change your mind:

  • You may request a return within 14 days of receipt.
  • The item must be in unplanted, pristine condition, in its original studio packaging.
  • Return shipping is the responsibility of the buyer unless the return is due to an error on our part. We recommend using a tracked and insured courier service.
Section 05

Refund Processing Timelines

Once returned pieces are received at our Wellington studio and inspected:

Refunds are processed within 3 to 5 business days to the original payment method (Bank transfer or card). Your bank may take an additional 1–3 business days to reflect the credit on your statement.