Anna Heister Ceramics

Terms & conditions

Anna Heister Ceramics
Last updated: 14 March 2026

1. Definitions

In these Terms & Conditions:

Business:
Anna Heister Ceramics, located at Tulpstraat 24, Utrecht, the Netherlands.

Customer:
Any natural person who places an order through the website for personal, non-commercial purposes.

Products:
Handmade ceramic items offered for sale on the website.

Agreement:
Any purchase agreement concluded between Anna Heister Ceramics and the customer via the website.


2. Applicability

These Terms & Conditions apply to all offers, orders, and agreements made through the Anna Heister Ceramics website.

By placing an order, the customer agrees to these Terms & Conditions.


3. Products

All ceramics sold by Anna Heister Ceramics are handmade. Because of this:

  • Small variations in shape, color, glaze, or size may occur.

  • These variations are considered part of the handmade nature of the product and are not defects.

Product descriptions and images are provided as accurately as possible, but minor differences may occur.


4. Prices

All prices listed on the website:

  • Are in euros (€)

  • Include VAT (if applicable)

  • Exclude shipping costs unless stated otherwise

Shipping costs will be clearly shown before the order is completed.

Anna Heister Ceramics reserves the right to change prices at any time, but the price shown at the time of purchase will apply to the order.


5. Orders and Payment

An agreement is concluded once the customer places an order and payment has been successfully processed.

Accepted payment methods may include:

  • Credit/debit card

  • Online payment services (such as payment processors used by the website)

If a payment fails or is cancelled, the order will not be processed.

Anna Heister Ceramics reserves the right to refuse or cancel an order in cases of suspected fraud or incorrect pricing.


6. Shipping and Delivery

Orders will be shipped to the address provided by the customer.

Estimated delivery times are provided as an indication and may vary depending on location and carrier.

Anna Heister Ceramics will package ceramics carefully to reduce the risk of damage during transport.

The business is not responsible for delays caused by postal services or customs.


7. Right of Withdrawal (EU Consumers)

Customers within the European Union have the right to withdraw from a purchase within 14 days without giving a reason, in accordance with EU consumer protection rules.

The withdrawal period expires 14 days after the day the customer receives the product.

To exercise the right of withdrawal, the customer must inform Anna Heister Ceramics by email or written notice.

The product must:

  • Be returned unused

  • Be returned in its original packaging if possible

Return shipping costs are the responsibility of the customer unless the product is defective.

Refunds will be issued within 14 days after receiving the returned product.


8. Damaged or Incorrect Items

Ceramic items are fragile by nature.

While Anna Heister Ceramics carefully packages all items to minimize damage during transport:

  • Shipping is handled by third-party carriers.

  • Damage may occasionally occur during delivery.

If a product arrives damaged or incorrect:

  1. The customer must notify Anna Heister Ceramics within 48 hours of delivery.

  2. The customer must provide clear photographs of the damaged item and packaging.

Failure to report damage within this period may limit the ability to resolve the issue.

Depending on the situation, Anna Heister Ceramics may offer:

  • A replacement

  • A repair (if applicable)

  • A refund


9. Liability

Anna Heister Ceramics is not liable for:

  • Indirect or consequential damages

  • Damage caused by improper use of products

  • Minor variations inherent in handmade products

Liability is limited to the purchase price of the product in question unless otherwise required by law.

Nothing in these Terms limits rights that consumers have under applicable law.


10. Intellectual Property

All content on the website, including photographs, product designs, logos, and text, remains the property of Anna Heister Ceramics unless otherwise stated.

This content may not be reproduced, copied, or used without prior written permission.


11. Privacy

Personal data collected through the website will be processed in accordance with the website’s Privacy Policy and the General Data Protection Regulation. Further information can be found on this page


12. Complaints

If you have a complaint about a product or service, please contact:

Anna Heister Ceramics
Email: anna@heister.nl

We will aim to respond within 14 days.

Customers in the European Union may also use the European Commission Online Dispute Resolution Platform for resolving disputes related to online purchases.


13. Governing Law

These Terms & Conditions are governed by the laws of the Netherlands, including provisions of the Dutch Civil Code Book 6.

Any disputes will be submitted to the competent court in the Netherlands unless mandatory consumer law provides otherwise.


14. Changes to These Terms

Anna Heister Ceramics reserves the right to update or modify these Terms & Conditions at any time. The most recent version will always be published on the website.