At Kiln Shadow Solo, we want you to love every ceramic piece you receive. We understand that sometimes an item may not be the perfect fit, and we’re here to make the process as gentle and simple as possible.
1. Exchange & Refund Window
You may request an exchange or refund within 30 days of receiving your order.
• Exchanges are our primary option and are encouraged. We will happily exchange the item for another one of equal or lesser value (subject to stock availability).
• Refunds are available if an exchange is not possible or if you prefer a refund.
2. Eligibility Requirements
To be eligible for an exchange or refund, 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 signs of use, washing, or damage caused by the customer.
Please note: Due to the handmade nature of our ceramics, slight natural variations in color, shape, or glaze are normal and not considered defects. These variations do not qualify for return or refund.
3. Items Not Eligible for Refund or Exchange
The following items are generally not eligible for return, exchange, or refund:
• Personalized or custom-made products (if any)
• Items that have been used, damaged, or altered after receipt
• Final sale or promotional items (if marked as such)
4. Return Process
1. Contact our customer support team at zixuanchen767@gmail.com within 30 days of receipt to request an exchange or refund.
2. Provide your order number and a brief reason (optional but helpful).
3. Once approved, we will provide return instructions and a return address.
4. Ship the item back to us. Return shipping costs are the customer’s responsibility unless the item arrived damaged or defective.
We recommend using a trackable shipping service.
5. Refund Timeline & Method
• Once we receive and inspect the returned item, we will process your refund within 7–14 business days.
• Refunds will be issued to the original payment method.
• You will receive a confirmation email when the refund is processed.
Important: Refunds may take additional time to appear on your statement depending on your bank or card issuer.
6. Damaged or Defective Items
If your item arrives damaged or defective, please contact us immediately (within 48 hours of delivery) with photos. In such cases, we will cover the return shipping and offer a full refund, replacement, or exchange at no extra cost.
7. Free Shipping Note
All shipping within the United States is currently free. However, return shipping fees are not covered unless the item is defective.
We hope our gentle ceramic pieces bring warmth and joy to your daily life. If you have any questions about our Refund Policy, feel free to reach out to us anytime — we provide 24/7 support.
Thank you for shopping with Kiln Shadow Solo.
Gentle Shadows Born Alone, Loved Forever.