Refund and Returns Policy

Returns & Exchanges

At Kilnsong Studio, we provide more than just objects; we share a sense of serenity, craftsmanship, and trust. If your selection does not resonate with your soul or fit your space, we are here to support you with our professional after-sales service.

1. RETURN & EXCHANGE ELIGIBILITY

• 30-Day Window: Most items can be returned or exchanged for a full refund within 30 days of delivery, provided you have proof of purchase.
• Original Condition: Items must be in their original, unused condition and packed securely in their original packaging to prevent transit damage.
• Specific Exclusions:
  • Customized Collections: Items featuring custom laser engravings, bespoke studio commissions, or personalized designs are final sale and cannot be returned.
  • Studio Seconds & Clearance: Items explicitly marked as “Studio Seconds” (B-grade items with minor cosmetic flaws), “Clearance,” or “Final Sale” are non-refundable.

2. DEFECTIVE, DAMAGED & QUALITY COMMITMENT

• Transit Damage & Defects: If your ceramic piece arrives broken due to transit or has a structural defect, please contact us within 48 hours of delivery with photos. We will arrange a full replacement or refund at no additional cost.
• Accidental Damage & Wear: Please note that structural damage caused by daily use—such as accidental drops, edge chipping, or cracking due to extreme thermal shock (sudden hot-to-cold temperature shifts)—does not qualify for a free replacement.
• Quality Commitment (1-Year Protection): For premium artisanal creations priced at $49+, if a non-wear-related structural quality issue occurs within 1 year of purchase, you may request a special promo code for 50% off a replacement of the same item.

3. INTERNATIONAL RETURN PROCESS

As our artisanal workshop and fulfillment centers are located in China, please note the following for international orders:

• Shipping Expenses: Unless the return is due to a confirmed shipping damage or a product defect, customers are responsible for covering all international return shipping fees and any associated customs duties.
• Return Labels: Prepaid return labels are only provided for damaged or defective products reported within the policy timeframe.
• Tracking Requirement: Returned ceramics are fragile and require secure packing. We highly recommend using a trackable shipping service. Kilnsong Studio is not responsible for return packages lost or broken in transit back to us.

4. ORDER CANCELLATIONS

• Standard Orders: Cancellation requests for a full refund must be made within 5 hours of placing the order, before the packaging process begins.
• Pre-orders / Kiln Reserves: Pre-orders can be canceled at any time for a full refund, provided they have not yet entered the fulfillment stage.

5. HOW TO INITIATE A RETURN

To ensure a smooth, secure, and break-free shipping process, we do not list our return address publicly. Please follow these steps:

1. Contact Support: Email us at info@kilnsong.com with your order number, photos of the item, and the reason for your return.
2. Obtain Authorization: Our team will review your request and provide a Return Merchandise Authorization (RMA) along with the specific packaging instructions and address for our International Return Center.
3. Secure Packing: Pack your item securely (ideally using the original shock-absorbing wrap) and include a note with your order number.
4. Processing Time: Returns are processed within 5–7 business days after being received and inspected by our quality team.