# Refund Policy At **Ceremoire**, we want every order to arrive safely and bring joy to your everyday moments. Because ceramic products are fragile and often handcrafted, we carefully inspect and protect each item before shipping. When something is not right, our team is here to help. ## Damaged or Defective Items When an item arrives damaged or has a confirmed quality issue, please contact us within **48 hours of delivery** at **[support@ceremoire.com](mailto:support@ceremoire.com)**. Please include: * Your order number * Clear photos of the damaged or defective item * Photos of the internal protective packaging * Photos of the external shipping box and shipping label Please keep the item and all original packaging until your request has been reviewed. Once the issue has been confirmed, you may be offered one of the following solutions: * A full refund to your original payment method * A replacement item sent at no additional cost, subject to product availability and delivery location A return is generally not required for an item that arrives damaged. However, Ceremoire reserves the right to request additional information or the return of an item when necessary to complete an investigation. ## Returns and Exchanges Due to the fragile nature of our ceramic products and the risk of damage during return transportation, we currently do not accept returns or exchanges for: * Change of mind * Incorrect product selection * Personal preference regarding color, shape, or size * Items purchased during promotions or clearance sales Please review all product descriptions, measurements, colors, and images carefully before placing your order. This policy does not affect your right to contact us when an item arrives damaged, defective, or significantly different from the product ordered. ## Natural Ceramic Variations Many Ceremoire products are handmade, hand-painted, glazed, or finished individually. Small differences are part of the ceramic-making process and make each piece unique. Natural characteristics may include: * Slight differences in color or glaze * Small black dots or mineral marks * Tiny pinholes or bubbles * Minor differences in shape, pattern, or texture * Subtle variations between pieces in the same set * Small marks on the base created during firing These characteristics are not considered defects and are not eligible for refunds or replacements. ## Incorrect Items When you receive an item that is different from the product or variation shown on your order confirmation, please contact us within **48 hours of delivery**. Include your order number and clear photos of the item received. Once confirmed, we will arrange an appropriate replacement or refund at no additional cost. ## Damage After Delivery Responsibility for the order transfers to the customer once the carrier confirms that the package has been successfully delivered to the address provided at checkout. Ceremoire cannot provide refunds or replacements for damage caused after delivery, including damage resulting from: * Accidental drops or impacts * Improper storage * Incorrect cleaning or care * Misuse of the product * Normal wear and tear * Use that conflicts with the product care instructions ## Incorrect or Incomplete Addresses Customers are responsible for providing a complete and accurate shipping address. Refunds are not available for orders that are lost, delayed, returned, or delivered incorrectly because of an inaccurate or incomplete address provided at checkout. When you notice an address error, please contact us immediately. We can only update an address before the order has been dispatched. ## Refund Processing Approved refunds will be issued to the original payment method used for the order. After a refund has been processed, the time required for the funds to appear in your account will depend on your bank, card provider, or payment service. Original shipping fees are non-refundable unless the order arrived damaged, defective, or incorrect. ## Contact Us For questions about damaged items, product quality, replacements, or refunds, please contact: **[support@ceremoire.com](mailto:support@ceremoire.com)** Thank you for choosing **Ceremoire**. We appreciate the opportunity to make things right when your order does not arrive as expected.