Hobby Ceramicraft Broken Bisque Policy

As we have stated from the outset, this is a problem which tends to arise when goods are sent out by carrier. As you know, we only sell top quality bisque, which is in very strong (and expensive!) boxes. We then pack this to the best of our ability., and send by carriers which are, in our experience, as good as they come. Unfortunately, no carrier will insure ceramic items, and even if they did, I am sure the premium would be prohibitive. Hobby Ceramicraft cannot be responsible for damage in transit. It is a liability outside our control once the goods have left us. We have done our part carefully and responsibly, and sold the goods with as small a margin of profit as we can manage.
We have two choices:

• We could add 10% to all our prices and guarantee to replace any broken pieces claimed as damaged in transit.
• Or we can help and advise our customers on the safest and most cost effective way to obtain their bisque.

No customers relish a big price increase, so choice one would not be in our interest or our customers' interests. Indeed, it may tempt the unscrupulous to claim more damage than had in fact happened. Instead, we opt for the second course. Firstly, ALL our pricelists and training courses point out that CARRIAGE IS STRICTLY AND ENTIRELY AT THE PURCHASERS' OWN RISK
Secondly everything we do is aimed at encouraging customers to buy the pallet load. VERY rarely do goods on a pallet get damaged - they are not tossed merrily on and off lorries like parcels. Plus you get the very best discount. Plus your overhead of carriage cost per item is lower. Plus all the other economies of scale in administration and bookkeeping. You may well find your increased stockholding leads to better sales as well. So our advice is to buy by the pallet, or collect yourself, where possible. When parcel shipments are a necessity, you must cost in the probability of some damage to bisque items. Do recognise that often damaged bisque can be salvaged. It can be sanded to shape with abrasive pads or even a fine Surform file. Bisque is broken for use in some brilliant mosaic techniques, and scraps are very useful for testing colours and glazes on, to check different firing temperatures and firing times, etc. A customer doing an ambitious project will often be delighted to be offered the chance of a "free" or "cheap" test on a scrap of bisque of a colour or a design fired on a scrap of bisque. Manufacturers faults will of course be replaced or refunded. Our liability is limited to the cost of the item in these circumstances. Please contact us for a returns number and a refund where applicable.