Breakage & Loss Protection — Terms

Last updated: 6 September 2026

1. What this is

Breakage & Loss Protection is an optional service offered by Olla Bowls FZCO. It is not an insurance policy, and Olla Bowls FZCO is not an insurer or an insurance intermediary. It is a direct contractual commitment by us to replace or refund your order in the circumstances set out below.

2. When it applies

Protection applies only where it has been selected and paid for at checkout, and only to the order it was purchased with. The fee is shown as part of the shipping option and is never added automatically.

3. What is covered

  • Items that arrive broken, cracked or chipped as a result of transit.
  • Parcels confirmed by the carrier as lost, stolen or undeliverable through no fault of the customer.

4. What is not covered

  • Damage occurring after the parcel has been delivered and accepted.
  • An incorrect or incomplete delivery address supplied by the customer.
  • Refusal to accept delivery, or failure to collect from a pickup point within the carrier's holding period.
  • Customs duties, import taxes or fees left unpaid, resulting in the parcel being returned, held or destroyed.
  • Delays in transit, however caused.
  • Natural variation in handmade ceramics. Differences in glaze, colour, surface texture and dimensions are characteristic of the product and are not defects.
  • Items that have been used, altered, resold or forwarded on by the customer to a further address.

5. How to make a claim

For damage: write to info@ollabowls.com within 72 hours of delivery. For a parcel that never arrives: write to us within 30 days of dispatch.

Please include your order number, photographs of the outer packaging exactly as it was received (before disposal), and photographs of the affected item. We cannot process a damage claim without photographs of the outer packaging.

6. What we will do

At our option, we will either send a replacement of the same or an equivalent item at no charge, or refund the price of the affected items in full. Shipping on a replacement is free. The protection fee itself is not refunded.

Our total liability under this service is limited to the value of the goods in the order. One claim may be made per order.

7. Your statutory rights

Nothing in these terms limits or excludes any right you may have under the consumer law applicable to you. Where that law already entitles you to a remedy, this service operates in addition to it and not instead of it.

8. Relationship to our Terms of Sale

Condition 6.9 of our Terms of Sale governs loss or damage in transit on orders placed without Protection. Where Protection has been purchased, these terms apply in place of Conditions 6.9.1 and 6.9.2, and are more favourable to you in four respects:

  • You have 72 hours from delivery to notify us, rather than 24.
  • You do not need to have a reservation recorded on the carrier's delivery note at the moment of delivery.
  • We do not need to establish that the carrier was at fault.
  • You do not need to return the affected item, or produce its original packaging to us, before a replacement is sent. Photographs are sufficient.

In all other respects our Terms of Sale continue to apply to your order.

9. Contact

Olla Bowls FZCO — info@ollabowls.com