Refund Policy

Last Updated: April 1, 2026

1. Refund Policy for Standard Products

1.1 Eligible Returns

You may request a refund in the following situations:

• Damaged Goods: Products damaged or cracked during shipping
• Description Mismatch: Significant difference between received goods and order description
• Wrong Item Sent: You received an item different from your order
• Quality Issues: Products have manufacturing defects (uneven glaze, deformation, etc.)

1.2 Non-Returnable Items

We cannot accept refunds in the following situations:

• Customized Products: All custom orders (including corporate logos, specific patterns, special specifications) are non-refundable once production has started
• Customer Damage: Damage caused by customer use after receipt
• Used Goods: Products that have been used or washed
• Late Requests: Requests made after the policy deadline (see 1.3)
• Missing Packaging: Original packaging missing or severely damaged

1.3 Refund Timeframes

• Quality/Shipping Issues: Submit request within 7 days of receipt
• Description Mismatch/Wrong Item: Submit request within 7 days of receipt
• Refund Processing Time: 3-5 business days after we receive and inspect the returned goods

2. Refund Process

Step 1: Contact Customer Service

• Contact us via email hancaiceramics2026@gmail.com or WhatsApp +86 137 6235 7863
• Provide order number, product name, issue description, and photo/video evidence
• Our customer service team will respond within 24 hours

Step 2: Review and Confirm

• Customer service reviews your issue and evidence
• If eligible for refund, we provide return address and return tracking number
• If ineligible, we explain the reason and provide alternative solutions

Step 3: Return the Product

• Quality/Wrong Item Issues: We cover shipping costs; please use our designated shipping method
• Other Reasons: Customer covers return shipping costs
• Packaging Requirements: Use original packaging or equivalent protective packaging to ensure safe shipping
• Insurance Recommendation: Purchase shipping insurance to prevent damage during transit

Step 4: Inspection and Refund

• Upon receiving the return, we inspect within 2-3 business days
• Once inspection is passed, we immediately initiate the refund process
• Refunds will be returned via the original payment method

3. Refund Methods

3.1 Original Payment Method

Refunds use the same method as your original payment:

• Credit/Debit Card: Refund to original card (bank processing time 3-10 days)
• PayPal: Instant refund to PayPal account
• Bank Transfer: Refund to original bank account (3-5 business days)

4. B2B Customized Products Special Policy

4.1 Custom Order Process

• Design Confirmation: Provide design draft before production; customer signs for confirmation
• Sample Confirmation: Send production sample to customer; confirm before mass production
• Acceptance Standards: Accepted based on confirmed design draft and sample