Terms and Conditions | Totus Ceramics

1. Who we are

Totus Ceramics is operated by Simply Resolve (Tmi), a Finnish toiminimi (Y-tunnus: 3110121-8), based in Espoo, Finland. Contact: hello@totus.fi.

These terms apply whenever you browse this website, book a course, purchase a product, commission a piece, or purchase a gift voucher. By doing any of these, you agree to these terms.

2. Courses and private sessions

Every course is genuinely private — sessions are never shared with people you don't already know. A booking is for you alone, or for you and whoever you've chosen to bring.
Sessions are taught in English, Italian, or Croatian.
A course place is confirmed once payment has been completed. You'll receive a confirmation from us directly and a separate technical confirmation from our booking system.
Cancellation policy: If you need to cancel or reschedule 14 or more days before your session, you'll receive a full refund. If you cancel between 14 days and 48 hours before your session, 50% of the price is refundable. Inside 48 hours of your session, the full price applies.

We understand things come up — contact us directly at hello@totus.fi if something unexpected happens; we'll always try to find a fair solution. We also reserve the right to cancel or reschedule a session due to unforeseen circumstances, such as illness or technical issues, in which case you'll be offered a full refund or an alternative session date.
Late arrivals and no-shows: please arrive on time — sessions can't usually run past the scheduled end time, so arriving late may mean a shorter session. A no-show without prior notice is treated the same as a cancellation inside 48 hours (see above) and isn't refundable.
Multi-session courses (such as The Deep Dive): all sessions are booked and paid for as one series. If you need to move a single session within the series, contact us directly — this isn't something our booking system can adjust automatically.
If a piece is damaged or lost during firing: While we take great care during the firing and glazing process, ceramics can occasionally crack, warp, or be damaged in the kiln due to the nature of the material. In the rare event this happens to your piece, we will inform you as soon as possible. We are not able to guarantee a replacement, but will discuss options with you where possible.
Firing and glazing: the piece you make during your session typically takes 1–2 weeks to fire and glaze afterwards. We'll let you know as soon as it's ready for pickup or shipping.
Collecting your piece: please collect your finished piece within 2 months of being notified it's ready. After that, we may not be able to keep it any longer. If you'd rather we ship it to you instead of collecting in person, we're happy to — shipping cost is payable by you at the time.
Minors: anyone under 18 must be accompanied by a supervising adult for the duration of the session, given the studio's tools and kiln.
Liability: our studio involves tools, clay, and a hot kiln. By attending a session, you agree to follow the instructor's guidance for your own safety. We're not liable for indirect or consequential losses (for example, loss of enjoyment) arising from a booking or purchase. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, or any other liability that cannot lawfully be excluded under Finnish law.
Studio conduct: sessions are meant to be calm and personal. We ask everyone to treat the studio, tools, and materials with care. We reserve the right to end a session early, without refund, in the rare case of misuse of materials/equipment or seriously inappropriate conduct.
We may photograph sessions for our own marketing use. If you'd rather not appear in any photos, just let us know before your session.

3. Product purchases (ready-made pieces)

Every piece is handmade, one of a kind, and photographed to represent it as accurately as possible. Because these are handmade objects, small variations in color, texture, or exact dimensions from what's shown are normal, not a defect.
Availability is shown on each product page and may change without notice, since each piece is unique and can only be sold once.
Prices shown are in euros and include VAT.
Right of withdrawal: as a consumer purchasing a ready-made item online, you generally have the right to withdraw from your purchase within 14 days of receiving it, without needing to give a reason, under the EU Consumer Rights Directive as implemented in Finnish law. To exercise this, contact hello@totus.fi within 14 days of delivery. The item should be returned in the condition you received it; return shipping costs are your responsibility unless the item was faulty or not as described. We'll refund the purchase price (excluding original shipping cost) within 14 days of receiving the returned item.
Damaged in transit: contact us with photos within 48 hours of delivery. We'll offer a replacement where possible (rarely, given each piece is unique), a partial refund, or a full refund, depending on the situation.

4. Commissions

A commission is a new piece made specifically for you, inspired by an existing piece or a concept discussed together — it is not a guaranteed replica, since every piece is hand-built and inherently unique.
Pricing and estimated timeline are agreed individually before any work begins, based on the discussion following your commission request.
A 50% deposit is required before work begins, with the remaining balance due on completion, before the piece is shipped or collected.
If the finished piece doesn't match what you had in mind, we'll talk through options together — this is a collaborative process, and clear communication before and during the work is the best way to avoid surprises.
Because a commission is custom-made specifically for you, the standard 14-day right of withdrawal described in Section 3 generally does not apply to commissioned work, consistent with the personalised-goods exemption under EU consumer law.

5. Gift vouchers

Gift vouchers can be purchased for any amount within the range shown at checkout.
Vouchers are valid for 6 months from the date of purchase, unless otherwise stated at the time of purchase. Because redeeming a voucher means booking a private session around limited availability, we'd rather help you find a slot than let a voucher lapse — contact us before it expires if you're having trouble scheduling, and we'll do what we can.
Vouchers can be used toward a course booking or a shop purchase. To redeem toward a course, contact us with your voucher reference; toward a shop item, use the matching code provided to you at checkout.
Vouchers are non-refundable and cannot be exchanged for cash, except where required by law.
If a voucher covers only part of a purchase, the remaining balance is payable separately, as agreed with us directly.
Keep your voucher reference (provided in your purchase confirmation email) safe — we're unable to reissue a lost voucher without proof of purchase.

6. Payments

Payments are processed securely through Stripe. We do not see or store your full card details at any point — this is handled entirely by Stripe's own secure systems.

7. Shipping

We currently ship within Finland and to a limited number of EU countries, shown at checkout.
If your country isn't listed, or you'd like to combine multiple pieces into one shipment, use the "Request a Quote" option on the relevant product page — we'll work out shipping by hand and send you an invoice for the exact amount.

8. Intellectual property

All website content — text, photography, and design — belongs to Totus Ceramics unless otherwise stated, and may not be copied, reproduced, or reused (including for AI training or automated data collection) without our written permission.

9. Changes to these terms

We may update these terms from time to time, for example as the business grows or laws change. The current version is always the one published on this page, with the date shown at the top.

10. Governing law and disputes

These terms are governed by Finnish law. If you have a complaint, please contact us directly first at hello@totus.fi so we can try to resolve it. If we can't resolve it together, Finnish consumers can contact:

Kuluttajaneuvonta (consumer advice, via the Finnish Competition and Consumer Authority) — free guidance and mediation help: kuluttaja.fi
Kuluttajariitalautakunta (the Consumer Disputes Board) — an independent body that can issue a non-binding recommendation if a dispute remains unresolved: kuluttajariita.fi

Note: the EU's Online Dispute Resolution platform was permanently discontinued in July 2025 — the channels above are the current, correct ones for Finnish consumers.

11. Contact

Questions about these terms: hello@totus.fi