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Refund policy

ORDER MODIFICATION / CANCELLATION

Orders may be modified or cancelled only if confirmed in writing by both parties. Submitting a request does not guarantee that an order can be modified or cancelled.

Once an order has been shipped, cancellation or modification is no longer possible.

We may also cancel and refund an order before fulfilment at our discretion, to the extent permitted by applicable law, including where there is suspected fraud, delivery risk, payment risk, prior abusive or threatening communication, misuse of our services, product availability issues, or other operational concerns.

If an item becomes unavailable after an order is placed, we will notify the customer in writing. Where possible, a suitable alternative may be offered. If no suitable alternative is accepted, a refund will be issued for the unavailable item.

 

RETURNS

We accept returns only where an item arrives damaged, defective, incorrect, or significantly not as described, subject to the conditions outlined in this policy.

We do not accept returns for non-defective items, change of mind, personal preference, wrong choice, or because the customer no longer wants the item, unless required by applicable consumer protection law.

Return requests under this policy must be submitted to us for review before any item is returned. If we require the item to be returned, it must be shipped back within 14 calendar days of delivery, unless we confirm otherwise in writing or a longer period is required under applicable consumer protection law.

If we require a return, the item must be sent to the return address provided in our return instructions. The return address may be located outside the customer’s country or region, depending on the order. The customer must use a trackable shipping method and provide us with the tracking number once the return has been shipped.

Items returned without prior written approval may not be accepted or refunded.

 

ITEMS NOT ELIGIBLE FOR RETURN

Unless required by applicable consumer protection law, the following items are not eligible for return:

  • Non-defective items
  • Items returned due to change of mind or personal preference
  • Items where the customer selected the wrong size, style, color, or variant
  • Items that are smaller or larger than expected where measurements were provided on the product page
  • Items that are consistent with the product description, photos, and information provided on the product page
  • Items requested for return because they arrived later than the customer’s preferred date, event date, or intended use date, provided the order was delivered within the estimated delivery window shown at checkout or recorded for the order.
  • Custom or personalized items
  • Gift cards
  • Health and personal care items (where applicable)
  • Items clearly marked as Final Sale at the time of purchase
  • Items that have been used, altered, repaired, damaged after delivery, or are no longer in their original condition

 

EUROPEAN ECONOMIC AREA & UNITED KINGDOM CUSTOMERS

Customers located in the European Economic Area or the United Kingdom may be entitled to statutory withdrawal or cancellation rights for online purchases.

Where such rights apply, refunds will be handled in accordance with applicable consumer protection laws and may include the product price and original standard outbound shipping cost.

Unless otherwise required by law, return shipping costs remain the responsibility of the customer. We do not have a local return address in the European Economic Area or the United Kingdom. The item must be returned to the return address provided in our return instructions, which will be located outside the European Economic Area or the United Kingdom, as applicable. This means customers will need to arrange and pay for international tracked return shipping. Customers must use a trackable shipping method and provide us with the tracking number once the return has been shipped.

 

DAMAGED, DEFECTIVE, INCORRECT OR NOT-AS-DESCRIBED ITEMS

Please inspect your order upon delivery. If an item is defective, damaged in transit, incorrect, or significantly not as described, please contact us within 3 calendar days of delivery. 

To assess the issue, we may request:

  • Clear photos or videos of the item
  • Photos of the interior and exterior packaging
  • A clear photo of the shipping label
  • A brief description of the issue

Please do not attempt to repair, alter, discard, or return the item before contacting us.

Once the issue is reviewed and verified, we will determine the appropriate resolution. This may include a replacement, partial refund, full refund, or another suitable solution, depending on the circumstances.


REFUNDS

Refunds are assessed after the issue has been reviewed and, where applicable, after the returned item has been received and inspected.

If a refund is approved, it will be processed to the original payment method.

The refund amount will be determined based on the verified issue, the condition of the item, and applicable consumer protection laws.

If an item is returned without prior written approval, sent to the wrong address, or not shipped back within the required timeframe, no refund will be issued.

If the returned item is lost or damaged during return shipping, the customer is responsible for filing a claim with the return carrier, and no refund will be issued unless the item is received and approved after inspection.

 

EXCHANGES

We do not offer direct exchanges.

If a customer wants a different item, size, style, color, or variant, a new order should be placed.

 

NON-DEFECT CHARACTERISTICS

  1. Minor air bubbles, small marks, or slight variations that are a natural characteristic of handmade glass, ceramic, or artisan-style items.
  2. Slight dimensional variations due to the handmade or hand-finished nature of certain products.
  3. Minor color differences caused by lighting, screen settings, photography, or production batch variations.
  4. Natural texture, glaze, pattern, or finish variations that do not affect the normal use of the item. 

 

 

By placing an order on our website, you acknowledge that you have read, understood, and agree to this Return & Refund Policy.

This policy does not limit any rights you may have under applicable consumer protection laws.