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. Change-of-mind returns
We do not offer voluntary returns, exchanges, or refunds for personal preference or a change of mind, even if an item is unused and the request is made within 30 days of delivery.
Your statutory rights
Our voluntary returns policy does not limit any cancellation, withdrawal, return, refund, or other consumer rights that cannot be excluded under applicable law. Where those rights apply, they take precedence over this policy, including any conditions, time limits, or costs stated below. Handmade or made-to-order products are not automatically exempt from statutory rights.
2. Damaged, incorrect, or defective items
This change-of-mind policy does not exclude assistance for items that arrive damaged, are incorrect, are defective, or are not as described. Please see the process and damaged-item guidance below.
3. Handmade variations
Slight natural variations in color, shape, or glaze can be normal features of handmade ceramics. This does not exclude your rights if an item is defective or not as described.
4. Return Process
1. Contact our customer support team at kilnsolo972@gmail.com for help with a damaged, incorrect, or defective item, or to exercise any applicable statutory right.
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
We offer free worldwide shipping on orders of US$59 or more. Return shipping fees remain subject to the return conditions above.
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.