Return & Refund Policy

We want you to love every piece from Ceremica. If for any reason you are not completely satisfied, we offer a 7-day return window from the date of delivery. Please read this policy carefully before initiating a return.

1. Eligibility for Returns

To be eligible for a return, the item must:

• Be returned within 7 days of the delivery date.
• Be unused, unwashed, and in its original condition.
• Be in the original packaging (bubble wrap, box) wherever possible.
• Be accompanied by proof of purchase (order number or invoice).

2. Non-Returnable Items

The following items are not eligible for return or exchange:

• Items that have been used, washed, or damaged after delivery.
• Customised or personalised products made to order.
• Products purchased during a clearance or final sale.
• Gift cards and vouchers.
• Items returned after the 7-day window.

Note: Minor variations in colour, glaze, and texture are characteristics of handcrafted ceramics and are not considered defects.

3. Damaged or Defective Items

If you receive a damaged or defective item, please contact us at hello@ceremica.in within 48 hours of delivery with:

• Your order number.
• Clear photographs of the damaged product and packaging.

We will arrange a free replacement or issue a full refund — including shipping — at our earliest. You will not be required to return a damaged item in most cases.

4. How to Initiate a Return

1. Email us at hello@ceremica.in with your order number and reason for return.
2. We will review your request within 1–2 business days and send return instructions.
3. Pack the item securely in its original packaging and ship it to the address provided.
4. Share the return tracking number with us via email.

Return shipping cost is borne by the customer unless the return is due to our error (wrong item, damage, defect).

5. Refund Process

• Once we receive and inspect the returned item, we will notify you of approval or rejection.
• Approved refunds are processed within 5–7 business days.
• Refunds are issued to the original payment method (credit/debit card, UPI, net banking, wallet).
• Bank processing times may add an additional 2–5 business days for the refund to reflect in your account.
• Original shipping charges (if any) are non-refundable unless the return is due to our error.

6. Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product, please initiate a return for the original item and place a new order for the desired product. This ensures faster processing and stock accuracy.

7. Cancellations

• Orders can be cancelled within 12 hours of placement by emailing hello@ceremica.in.
• Once an order has been dispatched, it cannot be cancelled — you may initiate a return after delivery.
• Cancelled orders are refunded in full within 5–7 business days.

8. Contact Us

For any return, refund, or cancellation queries, please reach out to us:
Email: hello@ceremica.in
Hours: Monday–Saturday, 10 AM–6 PM IST