NAETIVE – TERMS & CONDITIONS OF SALE AND WEBSITE USE
Effective Date: January 2026
1. About Us
This website is operated by Naetive Limited, a company registered in England and Wales (Company Number: 15147506. Our registered office is at Unit 3 & 4, Maritime Workshops, Maritime Industrial Estate, Pontypridd, CF37 1LT.
Throughout these Terms, “Naetive”, “we”, “us” and “our” refer to Naetive Limited.
You can contact us at: support@naetive.com
2. Acceptance of These Terms
By accessing our website or placing an order, you agree to be bound by these Terms & Conditions. If you do not agree, you must not use our website.
These Terms apply to both website use and the sale of goods.
3. Eligibility
You must be at least 18 years old or the age of majority in your country of residence to place an order.
4. Orders & Contract Formation
All orders placed through our website constitute an offer to purchase.
A legally binding contract is formed only when:
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We accept your order; and
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The product is dispatched.
We reserve the right to refuse or cancel any order prior to dispatch.
This may include (without limitation) circumstances where:
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A custom product repeatedly fails quality control or production processes;
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A handmade item is unsuccessful during firing or finishing despite reasonable attempts;
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Materials or components become unavailable;
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Continued production would result in disproportionate cost or technical impracticality;
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We are unable to fulfil the order within a reasonable timeframe despite reasonable efforts;
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We reasonably believe continued production is not commercially viable;
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We suspect fraud, misuse, or breach of these Terms.
Where we cancel an order prior to dispatch, you will receive a full refund of all amounts paid. Once refunded, the contract between us will be considered terminated.
5. Product Information
All Naetive products are handmade. Variations in size, shape, glaze, colour, placement of decoration, and finish are natural characteristics of handmade ceramics and do not constitute defects.
Product images are illustrative only. Colours and finishes may vary due to lighting and screen settings.
6. Custom & Personalised Products
6.1 Made-to-Order Items
Custom mugs are made to order according to your selected specifications.
Our standard processing time is up to 8 weeks. This is an estimate only and not guaranteed due to the handmade nature of our production process.
Priority Making (where selected) aims to complete production within 4 weeks. If this timeframe is exceeded, the priority fee will be refunded. Production will continue under standard processing timelines.
6.2 Amendments
Once production has begun, changes cannot be made.
6.3 Cancellation Rights (Consumer Contracts Regulations)
Under the Consumer Contracts Regulations 2013, personalised or custom-made goods are exempt from the standard 14-day cancellation right.
As our custom mugs are made to your specification, you do not have the right to cancel once production has started.
This does not affect your rights if goods are faulty or not as described.
6.4 Production Risk
Due to the fragile and complex nature of handmade ceramics, products may crack, warp, glaze imperfectly, or fail during firing. Should we encounter an imperfection where a remake is necessary, we will contact you to let you know. We are only able to offer 1 remake to manage production costs and processing time.
While we take every reasonable step to ensure successful completion, certain production outcomes are outside of our control and a refund may be offered.
Where a custom item repeatedly fails during production despite reasonable attempts, we reserve the right to cancel the order in accordance with Section 4 and issue a full refund.
6.5 Customer Content Warranty
By submitting custom text or design requests, you confirm that:
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You have the legal right to use the content;
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It does not infringe any third-party intellectual property rights;
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It is not unlawful, offensive, or defamatory.
We reserve the right to refuse any custom request at our discretion.
7. Happy Accidents Policy
Due to the nature of ceramics, minor aesthetic imperfections may occur.
Where an item does not meet our internal quality standards but remains safe and functional, we may classify it as a “Happy Accident.”
If this applies to your order, we may offer:
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A discounted purchase option;
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A remake;
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A voucher; or
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A refund.
Items purchased from the “Happy Accidents” sale are sold as described and cannot be returned for aesthetic reasons. Your statutory rights remain unaffected.
8. Pricing & Payment
All prices are displayed in GBP and include VAT where applicable.
Full payment is required at checkout.
We reserve the right to correct pricing errors prior to dispatch.
9. Delivery & Risk
Delivery timeframes are estimates only.
Risk in the goods passes to you upon delivery.
For international orders, you are responsible for customs duties, import taxes, and any local charges.
9.1 Unclaimed or Returned Parcels
If a parcel is returned due to:
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Non-collection,
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Refusal to pay customs fees,
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Incorrect address provided,
We may:
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Invoice you for redelivery costs; or
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Refund the order minus reasonable shipping, return shipping, and administrative costs.
We will contact you before taking action.
10. Returns & Faulty Goods
10.1 Non-Custom Items
For non-personalised goods, you may cancel your order within 14 days of delivery under the Consumer Contracts Regulations 2013.
You must return goods within 14 days of cancellation.
Items must be unused and in original condition.
Return postage is your responsibility unless goods are faulty.
10.2 Faulty or Damaged Items
Under the Consumer Rights Act 2015, goods must be:
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Of satisfactory quality,
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Fit for purpose,
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As described.
If goods are faulty, you are entitled to a repair, replacement, or refund in accordance with UK law.
You must notify us within 30 days of delivery if you believe goods are faulty.
11. Intellectual Property
All website content, product designs, imagery, branding, text, graphics, photography, and creative elements are the intellectual property of Naetive Limited and are protected by copyright, design rights, and trademark law.
You may not:
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Copy, reproduce, or replicate our designs;
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Reverse engineer or commercially replicate our products;
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Use our content for commercial purposes;
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Scrape, extract, or harvest website content;
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Create derivative works based on our products or branding.
Unauthorised use may result in legal action.
12. Website Use
You agree not to:
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Use the site for unlawful purposes;
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Interfere with website security;
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Upload malicious software;
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Attempt unauthorised access to systems;
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Misuse the website or its content.
13. Limitation of Liability
Nothing in these Terms excludes or limits liability for:
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Death or personal injury caused by negligence;
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Fraud or fraudulent misrepresentation;
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Any liability that cannot be excluded under UK law.
Subject to the above, our total liability shall not exceed the purchase price of the product concerned.
We are not liable for indirect or consequential losses.
14. Force Majeure
We are not liable for delay or failure to perform obligations due to events beyond our reasonable control, including but not limited to:
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Fire
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Flood
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Kiln failure
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Supplier disruption
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Postal strikes
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Government restrictions
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Acts of God
15. Privacy
Personal information is processed in accordance with our Privacy Policy.
16. Changes to These Terms
We reserve the right to update these Terms at any time. The version published at the time of your order will apply.
17. Governing Law
These Terms are governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
