Refund policy
Final Sale Policy
All sales are final, both in-store and online. Due to the handcrafted and delicate nature of our products, we do not accept returns, exchanges, or refunds. Each item is carefully inspected before shipping, and we take great care in packaging your items to ensure they arrive safely.
Please note that minor variations in color, glaze, pattern, and finish are normal characteristics of handmade ceramics and are not considered defects.
Damaged or Missing Items
If your package arrives damaged or with missing items, please contact us within 72 hours of delivery so we can assist you.
To ensure we are able to properly review and resolve the issue, all original packaging materials and the damaged item must be retained in their original condition until the issue is fully resolved. Discarded packaging may limit our ability to assist.
Claims reported outside this timeframe may not be eligible for review.
After initial contact, we may request the following information in order to assess the issue:
- A detailed description of the problem
- Photos of the damaged item(s) and packaging
- Your order number or proof of purchase
Once your claim is received and reviewed, we will work with you to resolve the issue promptly, which may include a replacement, depending on the circumstances and item availability.
Care & Responsibility After Delivery
Once an item has been delivered and inspected, the customer is responsible for proper handling, care, and use. Damage that occurs after delivery and inspection is not considered transit damage.
Order Modifications or Cancellations
Due to our quick processing times, we cannot guarantee that changes or cancellations can be accommodated after an order has been placed. If you need assistance, please contact us immediately, and we’ll do our best to help before your order is processed.
Shipping Fees
Shipping fees are non-refundable. If a package is returned to us due to an incorrect address, refused delivery, or multiple failed delivery attempts, the customer is responsible for reshipping costs.
We are not responsible for delays or damages caused by carrier handling once an order has shipped; however, we will assist with claims when applicable and when policy requirements are met.
Freight Forwarders & Third-Party Reshippers
Orders shipped to freight forwarders or third-party reshippers are accepted at the customer’s own risk. Once a package is marked as delivered to the freight forwarder, we are no longer responsible for loss, damage, or handling that occurs after delivery.
Due to quality control limitations, damage claims for orders shipped via freight forwarders or third-party reshippers cannot be accommodated.
Gift Cards & Gift Certificates
All gift card and gift certificate sales are final. No refunds or exchanges will be issued. Gift cards and certificates are non-transferable, cannot be redeemed for cash, and must be used in accordance with their terms.
International Orders
At this time, we only ship within the United States. Orders shipped to U.S. territories are subject to the same policies outlined above.
Contact Us
If you have any questions about this policy or need assistance, please don’t hesitate to reach out to us via email at support@talaveralacatrina.com or through the chat box on our website.