Returns & Refunds Policy

We want you to love everything you receive from The Kiln House. Since our products are fragile ceramic pieces, we have specific guidelines for returns, exchanges and damage claims.

1. Damaged Products

If your ceramic product arrives damaged or broken, please contact us within 24 hours of delivery.

To help us process your claim, please provide:

• A clear unboxing video starting from the unopened package

• Clear photographs of the outer packaging

• Clear photographs and/or videos of the damaged product

• Your order number

The unboxing video should clearly show the condition of the package before it is opened and the product after opening.

Claims submitted without sufficient evidence may not be eligible for replacement or refund.

2. What Happens After a Damage Claim?

Once we receive your claim, our team will review the provided photographs and/or video.

If the damage is verified, we may offer:

• A replacement of the same product, subject to availability

• An alternative resolution agreed upon with the customer

• A refund where a replacement is not available

The final resolution will depend on the circumstances and availability of the product.

3. Returns

Return eligibility depends on the product and reason for return.

Items must be unused, in their original condition and returned with their original packaging where applicable.

Products that have been used, washed, damaged after delivery or altered by the customer may not be eligible for return.

4. Change of Mind

[Choose one: We do not accept returns for change of mind / We accept returns for change of mind within X days.]

If change-of-mind returns are accepted, the customer may be responsible for return shipping charges and the product must meet all return conditions.

5. Exchanges

Exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer an alternative product or another appropriate resolution.

6. Refunds

Once an approved refund has been processed, the refund will generally be issued to the original payment method.

The time taken for the amount to reflect in your account may depend on your bank or payment provider.

Shipping charges, where applicable, may be non-refundable unless the return is due to an error on our part or an approved damaged-product claim.

7. Non-Returnable Items

The following may not be eligible for return or exchange:

• Used or washed products

• Products damaged by the customer

• Products modified or altered after delivery

• Products returned without prior approval

• Sale or clearance items, where specifically stated

• Personalised or customised products, where applicable

8. Return Shipping

For approved returns, return shipping arrangements and costs will depend on the reason for the return.

We will provide instructions after reviewing and approving your return request.

Please do not send any product back without contacting us first.

9. How to Request a Return or Refund

Please contact us with:

• Order number

• Name used for the order

• Reason for the return/refund

• Photographs or videos, where applicable

Our team will review your request and provide the next steps.

The Kiln House reserves the right to assess each return, replacement and refund request individually.

The Kiln House