Política de reembolso

1. Damage & Quality Issues

We stand by our craftsmanship.

If your received product is damaged, incorrect, or significantly different from the listed description, we will resolve the issue promptly at no cost to the buyer (please refer to our Damage Guarantee in the Shipping Policy).

  • Reporting window: Please contact us within 48 hours of receiving the package.
  • Resolution options:
    • Replacement (subject to availability)
    • Full refund
    • Full-value store credit

Store credit functions like currency for future purchases and can be saved directly to your Apple Wallet for convenient use.

 

2. General Returns (Buyer’s Remorse)

We understand that purchasing fine ceramics online requires trust.

If you are not fully satisfied, you may request a return for eligible items under the following conditions:

  • Return window: Return requests must be initiated within 7 days of delivery.
  • Condition: Items must be unused, in original condition, and suitable for resale.
  • Buyer responsibility:
    Buyers are responsible for return shipping costs and original shipping fees (non-refundable), due to the fragile nature of our ceramics and international logistics.
  • Restocking fee:
    A 30% restocking fee will be deducted from the refunded amount to cover inspection, handling, and reprocessing of fragile items.

 

3. Non-Returnable Items & Conditions

The following items are not eligible for return or refund, except in cases covered under Damage & Quality Issues:

  • Sale / promotional items
  • Artist Series
  • KOU Series
  • Kintsugi Series
  • Lacquerware Series
  • Used tea ware (for hygiene and quality assurance)
  • Gift cards, store credits, and pre-sale purchases
  • Shipping fees and related costs (100% non-refundable)

Refunds will not be issued once a return package is marked as delivered.

In such cases, we will instead process a replacement or store credit, as applicable.

 

4. Order Cancellation

A. Pre-Order Items

  • Pre-orders that have not yet been fulfilled may be canceled.
    A 6% processing fee will be deducted to cover non-recoverable payment transaction costs.
  • Once a pre-order has been fulfilled (production completed and order prepared for shipment), the order can no longer be canceled.
  • For fully paid pre-orders that have already been fulfilled, cancellation is not supported.
    If a cancellation request is exceptionally accepted, a 30% cancellation fee will be charged to cover production, preparation, and irreversible operational costs.
    Any remaining balance may be refunded at our discretion.

B. In-Stock Items

  • In-stock orders that have not yet shipped (status: Processing) may be canceled.
    A 6% processing fee will be deducted to cover non-recoverable payment transaction costs.
  • Once an in-stock order has physically left our warehouse — even if tracking information has not yet updated — cancellation is no longer possible.
  • After shipment, the order will follow the General Returns Policy, if eligible.

 

5. Subjective Quality Standards

We take subjective concerns seriously, including odor, taste perception, or minor visual variations.

As handmade ceramics, slight differences such as pinholes, glaze variation, kiln marks, or small specks are natural characteristics of the craft—not defects.

Each reported case is reviewed carefully by our team to ensure fairness while maintaining consistent quality standards