Refund policy

You have the right to return products for any reason within 14 days of receiving the item, which means you have 14 days after receiving your item to request a return. This 14-day period starts when you receive the product, not at the time of purchase.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start the return process, you can contact me at keramina.ceramics@gmail.com specifying the item(s) you wish to return. I will provide you with detailed instructions.

Please note that return shipping costs are the responsibility of the customer, the refund will cover the initial product price and the initial shipping cost. 

Ensure the returned products are in perfect condition (unused) and in their original packaging. For added security, we recommend using a delivery service with tracking and insurance.

Please note that risks associated with returns lie with the customer. In the unfortunate event of loss or damage during transport, I cannot issue a refund. In such cases, you must file a claim directly with the delivery company.

Items sent back to us without first requesting a return will not be accepted.

You can always contact me for any return question at keramina.ceramics@gmail.com.

 Order cancellations

I regret to inform you that order cancellations are not accepted. However, you are eligible to return your order within 14 days of receiving it, in accordance with our refund policy.

Damages and issues

Customers are to carefully inspect their packages upon receipt from the carrier. In case of any visible damage to the packaging, the customer should not accept the package. Instead, please inform the carrier and file a complaint about the damaged shipment with the delivery service.

Please inspect your order upon reception and contact us immediately (within 48 hours) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Custom orders (such as special orders or personalized items) cannot be returned. I am also unable to accept returns for products that were delivered undamaged but later found to be damaged. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, I cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 14 business days have passed since we’ve approved your return, please contact us at keramina.ceramics@gmail.com.