Refund policy
STUDIO MASTRO – RETURN AND REFUND POLICY
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return (only for standard collection items), your item must be in the same condition that you received it: unused, with tags, and in its original architectural packaging. You’ll also need the receipt or proof of purchase.
To start a return, you must contact us at hello@studiomastro.com. Please note that returns will need to be sent to the following address:
Márton Strohner / STUDIO MASTRO
9 Lévay utca, Budapest, H-1022, Hungary
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. For non-defective returns, the cost of insured return shipping is the responsibility of the customer.
Handcrafted Nature
STUDIO MASTRO objects are defined by their singular presence. Due to the handcrafted nature of our porcelain, minor variations in glaze, texture, or finish are inherent characteristics of the work. These unique attributes are part of the object's identity and are not considered defects.
Damages and issues
Please inspect your order upon reception and contact us immediately at hello@studiomastro.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exclusions / Non-returnable items
Due to their non-reproducible nature and artistic value, the following items cannot be returned or refunded:
- UNIQUE (One-off-one) Art Objects: As these represent a singular moment in time that can never be replicated, all sales of unique works are final.
- Custom & Made-to-order Products: Any item produced specifically upon your request (e.g., bespoke interior commissions, specialized glazes, or custom sizes).
- Sale items or gift cards: Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@studiomastro.com.