At Kiln Shadow Solo, we want you to truly love every ceramic piece you receive. We understand that sometimes an item may not be the perfect fit, so we strive to make the refund or exchange process as simple and gentle as possible.
1. Refund & Exchange Window
You may request a refund or exchange within 30 days of receiving your order.
• We encourage exchanges as our preferred option, allowing you to swap for another item you may like better (subject to stock availability).
• Full refunds are also available if an exchange is not possible or if you prefer a refund.
2. Eligibility Requirements
To qualify for a refund or exchange, the item must meet all of the following conditions:
• It must be in its original, unused condition.
• It must be returned in the original packaging with all tags and accessories intact.
• It must not show any signs of use, washing, or damage caused by the customer.
Important Note: Because all our products are handmade, slight natural variations in color, shape, or glaze are normal and considered part of each piece’s unique charm. These variations do not qualify as defects and are not eligible for refund or exchange.
3. Items Not Eligible for Refund or Exchange
The following items are generally not eligible for refund or exchange:
• Personalized or custom-made products (if applicable)
• Items that have been used, damaged, or altered after receipt
• Items marked as final sale or promotional products
4. Return Process
1. Contact our customer support team at zixuanchen767@gmail.com within 30 days of receipt to request a refund or exchange.
2. Provide your order number and a brief explanation (optional but helpful).
3. Once your request is approved, we will send you the return address and instructions.
4. Ship the item back to us using a trackable shipping service. Return shipping costs are generally the customer’s responsibility, unless the item arrived damaged or defective.
5. Refund Processing Time
• After we receive and inspect the returned item, we will process your refund within 7–14 business days.
• Refunds will be issued to your original payment method.
• You will receive a confirmation email once the refund has been processed.
Note: The time it takes for the refund to appear on your statement may vary depending on your bank or payment provider.
6. Damaged or Defective Items
If your item arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery with clear photos. In such cases, we will cover the return shipping costs and offer a full refund, replacement, or exchange at no additional cost to you.
7. Free Shipping Note
We currently offer free shipping on all orders within the United States. However, return shipping fees are the customer’s responsibility unless the issue is due to damage or defect upon arrival.
We truly hope our gentle ceramic pieces bring warmth and healing to your daily life. If you have any questions about our Refund Policy, please feel free to contact us anytime — we provide 24/7 customer support.
Thank you for choosing Kiln Shadow Solo.
Gentle Shadows Born Alone, Loved Forever.
Gentle shadows, born alone in the kiln fire, yet forever gently cherished by you.