Return/ Refund/ Replacement Policy
At "The Kiln House", each piece is made with love and may have slight natural variations in shape, size, or glaze. These small differences make every item unique and are not considered defects. However, in the rare event that something goes wrong, we're here to help under the following condition.
We currently do not accept returns or offer refunds for change of mind, wrong size, or color preferences.
How to claim for Return/ Replacement/ Refund:
To raise a request , kindly email us at:
If your claim is approved, we will share the return instructions and pickup details. Items send back without prior approval will not be accepted.
Eligibility for Return/ Replacement/ Refund
A return/replacement/refund is accepted only if:
1. The product arrived broken or damaged
2. There is a missing item in your order
3. You have received an incorrect product
Please note:
We do not accept returns or refunds for dislike of color, minor glaze variations, handmade impressions, or size differences-these are natural features of handcrafted ceramics.
Mandatory Unboxing Video Requirement:
To ensure a fair and smooth claim process, a continuous, unedited unboxing video is required for all damage or missing-item claims.
Your video must clearly show:
1. The outer parcel before opening
2. The full unboxing process (no cuts/pauses)
3. The product and the issue (broken, chipped, missing or incorrect)
This video serves as verification and is required for courier & quality assessment.
Resolution Options:
Once your claim is verified and approved:
1. You can choose between a replacement or store credit
2. In verified damage/missing/incorrect cases, the kiln house will bear the return shipping charges
3. Refunds will be processed to the original payment method within 7-10 working days
Exchange Policy (Customer-Initiated Exchanges)
If you wish to exchange an item voluntarily (not due to damage or incorrect product).:
1. Shipping charges both ways will be borne by the customer
2. If the exchanged item has a higher price, the difference must be paid.
3. If the new item has a lower price, the remaining amount will not be refunded.
Non- Returnable Items:
We cannot accept returns/refunds for:
1. Product without the required unedited unboxing video
2. Claims raised after 48hours of delivery
3. Items damaged due to mishandling after delivery
4. Clearance/sale items (unless received damaged)
5. Customized or specially made items
Important Notes:
1. Refunds will not be issued for orders placed with an incorrect on incomplete address
2. If our courier attempts delivery 3 times and the package is refunded or uncollected, reshipping charges must be paid by the customer
3. We cannot promise the exact color tone due to the handmade glazing process.
How to raise a Claim:
Please email us at thekilnhouse25@gmail.com and include:
1. Your Order ID & Name
2. The unedited unboxing video (via link or attachment)
3. Photos of the damaged/incorrect/missing item
4. A short note describing the issue
Our team will respond within 48 business hours.
The Kiln House
