We want to share that we’re no longer making the Tall Modern Cup in Sunflower glaze from the 2022 Summer Seasonal collection. We have reached out to customers who provided information during their sale to return cups that have been purchased. This is a general update to help reach those customers who did not provide contact information.
We have learned of a few cases where the product is cracking or chipping due to thermal shock. In rare instances, when very hot water is poured into the mug, the temperature shock is causing the product to break.
If you purchased the Tall Modern Cup in Sunflower from our website or one of our showrooms. Please reach out to us at email@example.com
and we will issue you a return authorization and shipping label so you can return the product for a full refund. If you are close to one of our Heath Ceramics Showroom locations, you can stop by to process the return in person. Once we have your cups, we will recycle the material.
FAQsI don’t have a box for my return, what should I do?
Because these items will be destroyed and recycled when they arrive back to Heath, we don’t need you to worry about packing them too securely. If you do need us to send you a return envelope or box, we will be happy to do so.Will my original shipping fee be refunded?
Of course. Heath will refund the full amount of the value of the cups plus any associated shipping costs.When will I receive my refund?
Heath will process your refund within 72 hours of receiving the affected merchandise. You will receive a return confirmation email.Can I keep the mugs and use them?
It’s safer for you to return them and make an alternate selection. While we know that all of the Sunflower Cups are not impacted by this issue, we have no way of knowing which may fail. We are asking for all cups to be returned.If I choose another mug will you pay for shipping?
Of course. We will refund you your original shipping cost and pick up the cost of shipping for your new items. Please reach out to our Customer Service team at firstname.lastname@example.orgDon’t you test these items in advance of selling them?
Heath tests all items for a variety of issues including thermal shock in advance of manufacturing. We produce handcrafted products and on occasion, the nature of the glaze, kilns and clay can cause unexpected changes to the finished products. What else have you recalled?
Nothing! This is our first product recall (and hopefully our last).I purchased my piece online, can I return it to a showroom? I purchased a piece in a showroom, can I reach out to Customer Service to help me with the return?
Yes in both cases. Our goal is to get the pieces back and refunds processed.Are other Sunflower items from the SS22 Collection impacted?
We have no indication that the other items from the collection will have this issue. Again, the issue we have learned of comes from very hot liquid being poured into a cold cup. As the other items in the collection are dinnerware and not specified for high temperatures.