Refund Policy
Transparent and fair
We want you to love every piece you receive. If something goes wrong, here's exactly how we handle refunds.
Last updated: March 2025
Our Policy
When refunds apply
We issue full refunds for orders that arrive damaged, are defective through a manufacturing fault, or are materially different from what was described. Refund requests must be submitted within 30 days of delivery. All refunds are processed to the original payment method.
Eligibility
Eligible for a full refund
- Item arrived broken or cracked due to transit damage
- Item has a manufacturing defect (kiln crack, glaze fault, structural weakness)
- Wrong item was sent
- Item significantly misrepresented in description or photos
Not eligible for a refund
- Natural variation in colour, texture, or dimensions (inherent to handmade items)
- Damage caused by the customer after receipt
- Custom or commissioned orders (unless defective)
- Requests made after 30 days of delivery
- Change of mind or buyer's remorse
Refund Process
How to request a refund
01
Submit a Request
Email contact@ceritaceramic.com with your order number, 2–3 clear photos of the issue, and a brief description. Include 'Refund Request' in the subject line.
02
Review
Our team will assess your request within 2 business days. We may ask for additional photos or information to process your claim.
03
Return (if required)
For some claims we may ask you to return the item. We will provide a prepaid return label for domestic orders. Please do not dispose of the item before we confirm.
04
Refund Issued
Once approved, the refund is processed to your original payment method. You will receive a confirmation email.
Timeline
How long refunds take
Request review
1–2 business days
Processing after approval
1–3 business days
Credit card refund appearance
3–5 additional bank days
Bank transfer refund
2–3 business days
Partial Refunds
When partial refunds apply
In some cases, we may offer a partial refund rather than a full refund — for example, if only part of an order is affected, or if an item shows minor cosmetic damage but is otherwise functional. We will always communicate clearly before processing any partial refund.