🛍️ Return & Refund Policy
At Peony Ceramics, we deeply value every customer and take great care in crafting and packing our handmade ceramic pieces. Due to the fragile nature of ceramics and the complexity of international shipping, please read our return and refund policy carefully before purchasing.
🚚 Shipping Damage
If your item arrives broken or damaged during transit, please contact us within 48 hours of delivery and provide clear photos of the broken item and outer packaging. Once approved, we will offer a one-time free replacement or refund.
- ⛔ Claims submitted after 48 hours or without valid photo evidence will not be accepted.
- 📦 Each order is eligible for one return or replacement only.
🔍 Natural Features of Handmade Ceramics
Every Peony Ceramics piece is handmade and fired at around 1300°C. If air bubbles, glaze flow, small black spots, or crazing (fine, crack-like patterns on the glaze) occur, they are normal phenomena during the firing process. These are not defects and will not affect normal use!
These are natural results of the traditional high-temperature firing process and are not considered defects. They add to the uniqueness of each piece and are not valid grounds for return or refund.
⚠️ Non-Returnable Conditions
- Returns due to personal preferences (e.g., color or style)
- Minor variations resulting from the handmade process
- Used, damaged, or altered items
- Unconfirmed return requests
To protect our artists and studio, we reserve the right to reject unreasonable or repeated return requests.
✅ Accepted Return Conditions (Upon Approval)
- Requests must be made within 30 days of delivery
- Items must be unused and in original packaging
- We cover return shipping only if the return is due to a confirmed quality issue
- For non-quality-related returns, customers are responsible for return shipping and the original shipping cost is non-refundable
💳 Refund Timeline
Refunds will be processed within 3 business days of approval. For credit card payments, banks may take 5–17 business days to reflect the refund in your account, depending on your card issuer.
💌 Contact Us
Please contact our customer service before sending any returns:
📧 info@peonyceramics.com
Include your order number and clear photos of the issue. We will respond within 48 hours.
📦 Return Address
The return address will be provided after your request is approved.
❗ Please do not send items back to the sender address on the package, as it may cause delays or failed returns.