Return & Refund Policy

Last Updated: July 19, 2025
Company: PURACRAFT STUDIOS LTD (“we”, “our”, “us”)
Contact: support@ceramicaura.com

1. Quick Summary

• Return window (change of mind): 30 calendar days from delivery.
• Report transit damage or defects: within 3 calendar days (photos required).
• Condition: Unused, original protective packaging & inserts.
• Shipping cost: We cover approved damage/defect; customer covers change‑of‑mind returns.
• Exchanges: Not offered (place a new order after refund).
• Custom/personalized items & gift cards: Final sale.
• Handcrafted variations (±5% size, glaze flow, speckling, minor asymmetry) are normal, not defects.

2. Eligibility for Standard Returns (Change of Mind)

You may request a return of a non‑custom ceramic item within 30 calendar days of the recorded delivery date if it is unused, unwashed, undamaged, odor‑free, and in original protective packaging (internal foam/wraps, inserts). Proof of purchase is required.

Not eligible: custom or personalized pieces, gift cards, clearance “final sale” items, items showing use, wear, modification, or inadequate packaging protection.

3. How to Initiate a Return

Email support@ceramicaura.com with subject: “Return Request – Order #XXXX”. Include order number, item(s), reason, and at least one photo. We respond in 1–2 business days with an RMA and instructions. Unauthorized returns may be refused.

4. Return Shipping Costs

• Change of mind: Customer pays trackable, insured return shipping; tracking number required within 5 days of RMA issuance.
• Approved damage/defect: We cover reasonable return or may offer a no‑return photographic resolution.

5. Refund Process

Inspection: 2–4 business days after the parcel shows “delivered” to our facility. Approved refunds go to the original payment method (bank/card processing may take 5–10 additional business days). Non‑refundable: original outbound shipping (unless our error), optional shipping insurance, and return postage for change‑of‑mind returns.

6. Transit Damage or Manufacturing Defect Claims

Report within 3 calendar days. Email order number and 3–6 clear photos: damaged area(s), full item, outer carton (all sides), interior packaging, and shipping label, plus a brief description.

Resolution: Refund or replacement (if stock available). If identical replacement unavailable, we may offer a similar item (price adjusted) or a refund. Late or incomplete claims may be denied.

7. Handcrafted Characteristics (Important)

Acceptable, non‑defect artisanal variations include: dimensional tolerance up to ±5%, minor asymmetry, subtle glaze flow, pooling, pinholes, speckling, micro‑texture differences, and slight tonal or sheen shifts. These do not qualify as defects or damage.

8. Incorrect / Missing Items

If an item is incorrect or missing, email us within 3 calendar days with photos of all received items and the packing slip. We will reship or refund if out of stock.

9. Packaging Requirements for Returns

Returned breakables must be cushioned to at least original protection level. Insufficient packaging causing breakage may result in denial or partial refund (restocking deduction).

10. Restocking Deductions

Items with minor wear, missing inserts, or requiring refurbishing may incur a 15–30% restocking fee. We notify you prior to deduction.

11. Exchanges

No direct exchanges. Complete the return (if eligible) and place a new order.

12. Returns Outside the Window / Without RMA

Items returned after 30 days, without an RMA, or failing criteria may be returned to you at your expense or accepted with a restocking deduction.

13. Fraud Prevention & Abuse

We may reject or limit returns showing excessive frequency, inconsistent evidence, altered merchandise, or suspected policy abuse.

14. Risk of Loss

Risk of loss transfers upon carrier acceptance. We assist in good faith with lost-parcel investigations but are not responsible for delays beyond our control.

15. Contact

Unsure about natural variations? Need more photos? Email support@ceramicaura.com prior to ordering.