Refund policy
Last Updated: April 2026
At Niddy Noddy, we curate "Measured Craft" — items intended to last a lifetime. Because our products are artisanal and often fragile, we have established a clear policy to protect both our customers and our artisan partners.
This policy is issued by BYTESLOCAL LDA (trading as Niddy Noddy), NIF 519099435, Rua Sá da Bandeira 331, 3º Andar - A3, 4000-435 Porto, Portugal. For any return enquiry, contact us at contact@niddynoddy.com.
- Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with EU consumer protection laws (Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason.
The Process: To exercise this right, notify us via the "Request Return" portal in your customer account, or by email at contact@niddynoddy.com, within the 14-day window.
Exceptions: Custom-made or personalised items, and items that have been used or washed, are exempt from the right of withdrawal in line with Art. 16 of the Directive.
- Refund Timeline
Once the returned item is received and inspected by our artisan partner, we will process your refund within 14 days, using the same payment method used for the original purchase. We may withhold the refund until the goods are received, or until you have supplied evidence of having sent the goods back, whichever is earliest.
- Return Shipping Costs (Customer Responsibility)
Pursuant to Art. 14(1) of EU Directive 2011/83/EU, the customer is responsible for the direct cost of returning the goods to the origin workshop.
Note: As our products are shipped from various artisan locations across Europe, return shipping for heavy or fragile ceramics can be costly (often exceeding €30–€50 depending on your location). We recommend considering your purchase carefully to avoid these costs.
- Safe Return Requirement & Liability
Because ceramics are high-risk for breakage during transit, the following rules apply:
Insurance: We strongly recommend using a tracked and insured shipping service.
Original Packaging: Items must be returned in their original internal protective packaging to ensure safety.
Damaged Returns: If a returned item arrives at our artisan partner's workshop damaged, we may need to assess the damage before issuing a refund. We may deduct the diminished value from the refund amount, or refer you to your shipping provider's insurance to recover the loss.
- Condition of Goods & Diminished Value
We reserve the right to reduce the refund amount if the item shows signs of use, washing, or damage beyond what is necessary to inspect the item and establish its nature and characteristics, in line with Art. 14(2) of the Directive.
- Damaged or Defective Items upon Arrival
If your order arrives damaged from the artisan, we will replace it at no cost to you, or issue a full refund if a replacement is not available.
The Rule: You must report any damage within 48 hours of delivery. As detailed in our Shipping Policy, we require four photos to process the claim: the external box, the shipping label, the internal packaging, and the damage to the item itself.
Important: Do not discard the original box or packaging material until your claim is processed. Without this evidence, the courier will reject the insurance claim, and we may be unable to guarantee a replacement or refund.
Artisanal Variations: Minor variations in glaze, texture, colour, dimensions, or small "beauty marks" are characteristic of handmade "Measured Craft" and are not considered defects.