Returns Policy Page

DESIGN JUNCTION
Pottery Studio · Tufting Studio · Winchester
RETURNS, REFUNDS AND CANCELLATION POLICY
Effective date: 27 August 2026 | Version 1.0

This Policy explains how Design Junction handles cancellations, refunds, exchanges, gift cards,
memberships, shop purchases and workshop bookings. It is written for customers who book or buy
through designjunction.uk, our Acuity Scheduling pages, in person at the studio, or by telephone or
email.
We want you to feel confident booking with us. Please read this Policy before you complete a
purchase. By placing an order or booking you agree to these terms, together with any booking
confirmation we send you.
This Policy is designed to sit alongside your legal rights under the Consumer Rights Act 2015 and,
where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges)
Regulations 2013. Nothing in this Policy affects those statutory rights.
1. Who we are
Trading name: Design Junction (also referred to as Design Junction Winchester).
Studio address: 5–6 Kings Walk, Winchester, Hampshire, SO23 8AF, United Kingdom.
Email: hello@designjunction.uk
Telephone: 07393 903003
Website: https://www.designjunction.uk
Booking pages: https://app.acuityscheduling.com/schedule/ba56ad82 and related Acuity catalogue
pages for gift cards and packages.
In this Policy, “we”, “us” and “our” means Design Junction. “You” and “your” means the customer
who books or buys from us.
2. What this Policy covers
This Policy applies to:
• Pottery workshops, taster sessions, courses (including multi-week courses) and self-directed
sessions;
• Tufting workshops and add-ons (for example pile-height or backing add-ons);
• Gift cards and gift certificates;
• Goods sold through our online shop or at the studio (ceramics, tufted pieces and other retail
items);
• Studio memberships;
• Private events, group bookings and hire; and
• Glazing, firing and finishing services linked to workshops.
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It does not replace any separate written contract we may issue for a large private event or
commercial hire. If a separate contract is signed, that contract takes priority where it conflicts with
this Policy.
3. How to contact us about a return or cancellation
Please contact us as soon as you know you need to cancel, reschedule or return something:
• Email: hello@designjunction.uk (preferred, so we have a written record);
• Telephone: 07393 903003 during published studio hours; or
• In person at 5–6 Kings Walk, Winchester.
Please include: your full name; the email used to book; booking or order reference (if you have one);
workshop name and date (if relevant); and whether you want a refund, a transfer of the booking
name, a reschedule, or a product return.
We aim to acknowledge cancellation and returns emails within two working days.
4. Workshop bookings — cancellation and rescheduling
4.1 Our standard workshop rule (72 hours)
Plans change. If you notify us at least 72 hours before the scheduled start time of your session, you
may choose either:
• a full refund of the workshop fee you paid to us; or
• a reschedule to another available date for the same or an equivalent workshop, subject to
availability.
Cancellations made less than 72 hours before the scheduled start time are not eligible for a refund.
You may still transfer the booking into another person’s name at any time before the session starts,
by emailing hello@designjunction.uk.
The 72-hour period is calculated from the published start time of the session in United Kingdom local
time.
4.2 How to cancel or reschedule
Email hello@designjunction.uk with the details in section 3. Do not assume a booking is cancelled
until we confirm in writing. Cancelling inside Acuity or failing to attend is not enough on its own if we
have not received notice.
4.3 No-shows
If you do not attend and have not given at least 72 hours’ notice, the place is treated as used. No
refund is due. We may, entirely at our discretion, offer a goodwill transfer if the session was not full
and we can re-use the materials, but we are not obliged to do so.
4.4 Late arrival
Please arrive in good time. If you arrive after the session has started we will try to include you, but
we cannot extend the session, guarantee the same experience, or refund part of the fee for time
missed.
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4.5 Multi-week courses
A multi-week course (for example the 4 Week Beginner Throwing Course) is sold as one course.
The 72-hour rule applies to the first session of the course. After the first session has started:
• we cannot refund unused remaining weeks, because materials, kiln space and tutor time have
been reserved for the whole course;
• you may transfer remaining weeks into another person’s name if they meet any experience
requirements we have set; and
• missed weeks cannot normally be swapped for later public classes unless we agree this in
writing.
4.6 Returning-customer or restricted sessions
Some sessions (for example Pottery Painting marked as returning customers only) have eligibility
rules. If you book a restricted session and you do not meet the published criteria, we may move you
to a suitable alternative or cancel and refund you if we cannot reasonably accommodate you. Please
check the class description before you pay.
4.7 Group and quantity bookings
If you book more than one space in one transaction, the 72-hour rule applies to the booking as a
whole unless you tell us which named places to cancel. Partial cancellation of a group booking more
than 72 hours ahead will be refunded for the cancelled places only. Within 72 hours, cancelled places
in a group booking are non-refundable, but names may be changed.
4.8 Add-ons
Workshop add-ons (for example Longer Pile Height or Pillow Backing on tufting) follow the same
cancellation rule as the workshop they are attached to. If the workshop is refunded under section
4.1, paid add-ons are refunded too. If the workshop is not refundable, add-ons are not refundable.
4.9 Low-value holds and glazing appointments
Some appointments (for example Ceramic Glazing of pre-made bisqueware) include a small booking
fee to reserve space and kiln firing, with additional item charges payable on the day. The booking
fee is refundable if you cancel at least 72 hours before the slot. Within 72 hours the booking fee is
retained. Additional on-the-day item charges are only payable for work we actually take in.
4.10 When we cancel or change a workshop
We may cancel or reschedule a workshop if a tutor is unavailable, the studio is unsafe to use,
numbers are too low to run the session fairly, or events outside our reasonable control occur (see
section 14). If we cancel:
• we will tell you as soon as we reasonably can;
• you may choose a full refund or a transfer to another date; and
• we are not responsible for your travel, childcare, parking or other consequential costs.
If we make a minor change that does not materially alter the workshop (for example a different tutor
of equivalent skill, or a small time adjustment we have agreed with you), that is not a cancellation.
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5. Statutory cooling-off rights and dated leisure sessions
If you book at a distance (online, email or telephone) you may have a legal right to cancel certain
contracts within 14 days under the Consumer Contracts Regulations 2013.
Workshops, courses and timed studio sessions are leisure activities supplied on a specific date or
within a specific period. Those contracts are generally excluded from the 14-day cooling-off right
once the date is booked. Our 72-hour goodwill rule in section 4 is therefore the main cancellation
route for dated sessions.
If a service is not tied to a specific date (for example some open-dated packages, where offered),
the 14-day cooling-off right may apply, starting the day after you enter the contract. If you ask us to
start the service during those 14 days, you must request this expressly. If we have started or
completed the service with your agreement, you may lose the right to cancel or we may deduct a
reasonable amount for work already done.
If you believe a statutory cooling-off right applies to your booking, email hello@designjunction.uk
within the relevant period and we will assess it in good faith.
6. Gift cards and gift certificates
6.1 Buying a gift card
Gift cards bought through our Acuity catalogue or studio are prepaid credit towards Design Junction
workshops, courses and (where we say so at the time of sale) other studio services. They are not a
general bank payment card.
6.2 Cooling-off on gift card purchases
If you buy a gift card at a distance and you have not used any of the balance, you may cancel within
14 days of purchase and receive a full refund to the original payment method, unless we have
already supplied the card at your request and you accepted that this would affect cancellation rights.
Once any part of the balance has been redeemed against a booking, the used portion follows the
workshop rules in section 4. Unused balance remains on the card.
6.3 Expiry, loss and misuse
Unless a shorter expiry is clearly stated on the card or confirmation, gift cards remain valid for at
least 12 months from the date of purchase. We recommend you keep the confirmation email. Lost
or stolen cards can only be replaced if we can identify the original purchase. Gift cards cannot be
exchanged for cash except where the law requires a small remaining balance to be refunded.
6.4 Combining gift cards and promotions
One gift card may be used per booking unless we agree otherwise. Gift cards cannot usually be
combined with other gift cards or with discount codes, unless we say so at checkout.
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7. Online shop and studio retail goods
7.1 Distance sales of goods (14-day returns)
For goods bought online or by telephone and delivered to you (or collected after an online order),
you may cancel within 14 days of the day you receive the goods. You then have a further 14 days to
return them.
To cancel, email hello@designjunction.uk with your order details. You must return the goods to 5–6
Kings Walk, Winchester, SO23 8AF, or hand them in at the studio during opening hours, without
undue delay and in any event within 14 days of telling us you cancel.
7.2 Condition of returned goods
Goods should be returned unused, in a resaleable condition, with original packaging where
reasonably possible, and with all cards, certificates or extras that came with the item. We may deduct
from the refund if the goods have been handled beyond what is necessary to establish their nature,
characteristics and functioning (for example wearing, using, washing or damaging an item).
7.3 Return postage
You pay return postage unless the item is faulty, not as described, or we sent the wrong item. Use
a tracked service. Risk in the goods remains with you until we receive them.
7.4 Refund timing for goods
We will refund the price of the goods and standard outbound delivery (not any upgraded delivery
you chose) within 14 days of receiving the goods back or of receiving evidence you have sent them,
whichever is earlier. Refunds are made to the original payment method.
7.5 Items that cannot be returned under cooling-off
The 14-day goods cooling-off right does not apply to:
• goods made to your specification or clearly personalised (including commissioned pottery,
monogrammed work, and tufted pieces made to your design);
• goods that deteriorate rapidly;
• sealed goods that are not suitable for return for health or hygiene reasons if you have unsealed
them after delivery; and
• digital content, if supplied, once you have started download or access after giving your consent
and acknowledging you lose the right to cancel.
7.6 Studio-bought retail (in person)
Goods you inspect and buy in the studio are not distance contracts. We do not offer a change-of-
mind returns period on in-person retail unless the item is faulty or we agree a goodwill exchange.
Please check size, colour and finish before you leave.
7.7 Sale and clearance items
Sale and clearance goods may be returned under the same rules as full-price goods unless we
clearly stated a different rule at the point of sale. Faulty sale goods still have the protection of the
Consumer Rights Act 2015.
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8. Faulty, damaged or not-as-described items
Your legal rights under the Consumer Rights Act 2015 are not affected by our 72-hour or 14-day
rules.
Goods must be of satisfactory quality, fit for purpose and as described. Services must be performed
with reasonable care and skill.
• Tell us about damage in transit or a wrong item as soon as you reasonably can, and if possible
within 48 hours of delivery or collection, with photographs.
• For a short time after delivery we will usually offer a repair or replacement. If that is not
possible or fails, you may be entitled to a price reduction or a refund.
• For workshops, if we fail to provide the session with reasonable care and skill, contact us and
we will offer a repeat session, a suitable alternative, or a refund of the affected fee, depending
on what is fair.
Handmade ceramics and tufted textiles vary. Small differences in colour, glaze pooling, pile texture,
size tolerance and surface marks that are normal in studio-made work are not faults.
9. Workshop pieces, firing and collection
Pottery made in a workshop must dry and be kiln-fired. Finished pieces are typically ready for
collection from the Winchester studio around four weeks after the workshop. Timing can vary with
kiln loads, weather and term-time demand.
We will fire and finish work with reasonable care. Clay and glaze can crack, warp or fail in the kiln. If
a piece is lost or destroyed by a firing fault that is our responsibility, we will remake a comparable
piece where practical or refund a fair portion of the workshop fee relating to materials. We are not
liable for artistic disappointment or for work that fails because of how it was thrown, built or painted
during the session.
Please collect finished work within three months of us telling you it is ready, unless we agree a longer
hold. After that we may recycle, dispose of or display uncollected work, as storage space is limited.
We will email the address on the booking before we do so.
Postage of finished pottery or rugs is only available if we expressly offer it. If we post work at your
request, risk passes when we hand it to the carrier unless we have failed to pack it with reasonable
care. Breakage in transit on a customer-requested shipment is handled under section 8 where we
were responsible for packing.
10. Memberships
Membership terms published on designjunction.uk apply. In summary:
• eligibility may require a previous throwing workshop with us or equivalent experience;
• prices include VAT where applicable;
• a deposit equal to one month’s membership fee is payable on joining and is returned at the end
of the membership subject to damage, breakages or unpaid fees;
• memberships run by recurring payment until cancelled;
• you must give one month’s notice to end a membership; and
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• we do not refund unused hours within a paid month after that month has started, except where
the law requires otherwise or we have been unable to provide access.
The studio is upstairs and accessed by stairs. Please consider access needs before joining. Contact
us if you need information about access.
11. Private events and studio hire
Private events are confirmed only when we have accepted the booking and any required deposit
has been paid. Unless a separate event contract says otherwise:
• deposits are non-refundable within 14 days of the event date;
• cancellations more than 14 days before the event may receive a refund of fees paid minus a
reasonable administration and lost-booking amount, which we will confirm in writing; and
• final guest numbers must be confirmed by the date we specify. Reductions after that date are
not refunded if we have already bought materials or rostered staff.
12. How refunds are paid
Refunds are returned to the original payment method where the provider allows it (card, Shopify
payments, Acuity/Stripe, or the method used in studio). We do not cash-refund card payments except
where we have no technical way to reverse the original charge.
We aim to instruct refunds within five to fourteen days of approving them. Your bank or card issuer
may take additional time to show the credit.
If you paid with a gift card, we will normally restore credit to that gift card rather than refund the
original purchaser’s card, unless the gift card itself is cancelled under section 6.
13. Exchanges
We do not operate a simple “swap on the spot” for workshops. To change date or class, use section
4. For shop goods, return the original item under section 7 and place a new order for the item you
want, unless we agree a direct exchange in writing.
14. Events outside our reasonable control
We are not liable for delay or failure caused by events beyond our reasonable control, including
severe weather, flood, fire, power or kiln failure, epidemic restrictions, industrial action, supplier
failure, or emergency closure of Kings Walk or the building. We will offer a new date or a refund of
unused fees where we cannot provide the session within a reasonable time.
15. Age, safety and conduct
Age limits and supervision rules published on our website and booking pages apply. We may refuse
a booking or ask a participant to leave, without refund of the current session, if someone is abusive,
unsafe with equipment, or under the influence of alcohol or drugs. Serious cases may lead to
cancellation of future bookings.
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16. Personal data
We use your name, email, phone number and booking details to administer cancellations and
refunds. Our Privacy Policy on designjunction.uk explains how we handle personal data.
17. Complaints
If you are unhappy with how a refund or return was handled, email hello@designjunction.uk with
“Complaint” in the subject line. We will look into it and reply in writing. You may also take advice from
Citizens Advice. Consumers may use the courts of England and Wales.
18. Changes to this Policy
We may update this Policy from time to time. The version on designjunction.uk at the time you book
or buy applies to that transaction, unless a change is required by law.
19. Governing law
This Policy is governed by the law of England and Wales. The courts of England and Wales have
jurisdiction, without limiting any mandatory consumer rights you have if you live elsewhere in the
United Kingdom.
20. Quick reference
Workshops and dated sessions: full refund or reschedule if you tell us at least 72 hours before start;
no refund inside 72 hours; name changes allowed.
We cancel a workshop: full refund or new date.
Gift cards unused: 14-day cooling-off if bought at a distance and unused.
Shop goods bought online: 14 days to cancel after delivery, then 14 days to return; you pay return
postage unless faulty.
Faulty goods or poor service: Consumer Rights Act 2015 still applies.
Memberships: one month’s notice; joining deposit returned at the end subject to breakages and
unpaid fees.
Questions: hello@designjunction.uk · 07393 903003 · 5–6 Kings Walk, Winchester, SO23 8AF.