Refund and Exchange Policy
Email: support@mazomade.com
Due to the nature of ceramic craftsmanship, handmade ceramic products may have slight variations in color, shape, glaze, texture, and finish. These natural variations are not considered defects.
Each Mazomade piece is carefully made, packed, and prepared with care. We sincerely appreciate your understanding and support for the time, skill, and craftsmanship that go into each piece.
Cancellations / Replacement
For Handmade Ceramic Products
About Cancellation
We only support the following forms of refund requests:
- Customers who request to cancel the order within 24 hours after placing the order will receive a full refund. Refund requests beyond this time frame will not be accepted if the order has already entered processing or production.
- If the product you received has quality problems, including damage, missing quantity, or the actual product is different from the product you ordered, you can contact us within 30 days after receiving the product and request a refund. Refund requests beyond this time frame will not be accepted.
Our team will process the refund for you within 3 working days based on the information provided.
Please note that we do not support refund requests other than the situations listed above.
Handmade ceramic products require time, materials, and careful handling. Once an order has entered processing or production, related costs may already have been incurred.
About Replacement
If the product you received has quality problems, including damage, missing quantity, or the actual product is different from the product you ordered, please contact us within 30 days of receiving the product.
We will organize for a replacement product to be sent to you under an accelerated shipping arrangement when your case is eligible.
We only request that you share clear images of the damaged or incorrect product and the outer packaging so that we can assess whether your case is eligible for the exchange policy.
We will complete the replacement service for you within 3 working days after confirming the issue.
Please note that we do not accept replacement reasons other than quality problems, damage, missing items, or receiving the wrong product.
About Shipment
In the event of a failed initial delivery due to an incorrect address, we provide only one complimentary re-delivery service.
However, please note that if the second delivery attempt is unsuccessful, we cannot be held responsible for any resulting losses or damages. It is important to ensure the accuracy of the shipping address provided at checkout.
Please ensure that you provide the correct shipping address for delivery.
For In-stock Products
About Cancellation
We only support the following forms of refund requests:
- Customers who request to cancel the order within 24 hours after placing the order will receive a full refund. Refund requests beyond this time frame will not be accepted if the order has already been processed or shipped.
Our team will complete the refund for you within 3 working days after you contact us.
- If the product you received has quality problems, including damage or missing quantity, you can contact us within 30 days after receiving the product and ask for a refund. Refund requests beyond this time frame will not be accepted.
Our team will complete the refund for you within 3 working days after we receive and review the information or returned product, if a return is required.
Please note that we do not support refund requests other than the situations listed above.
About Replacement
If the product you received has quality problems, including damage, missing quantity, or the actual product is different from the product you ordered, please contact us within 30 days of receiving the product.
We will organize for a replacement product to be sent to you under an accelerated shipping arrangement when your case is eligible.
If the product you received has no quality problems but you would still like to request an exchange, please contact us within 30 days after receiving the product. Exchange approval may depend on the condition of the product and whether the item is eligible for return.
We will complete the replacement service for you within 3 working days after confirming your case.
Please note that we do not accept replacement reasons other than quality problems unless the product is unused, undamaged, and approved for exchange by our team.
Q: Do I need to send it back?
In some cases, yes.
After confirming that your case complies with our exchange policy, we will let you know whether the product needs to be returned and provide the return instructions if applicable.
Please do not send the product back before contacting us and receiving return instructions.
Address Changes
If you need to change the shipping address, please contact us with your order number, the current shipping address, and the address that you would like to change it to.
We can update the shipping address before your order is shipped.
Once the order has been shipped, we may not be able to change the delivery address.
Product Image Disclaimer
Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee that every photograph will accurately depict the actual color of the merchandise due to differences in screen resolution, lighting, and display settings.
Because each piece is handmade, slight variations in color, glaze, texture, shape, and finish may occur. These variations are part of the handmade ceramic process and are not considered defects.
Please contact us with any questions about the color, material, size, or finish of an item before purchasing.
Lost Packages
If your package appears to be lost in transit, we are more than happy to help investigate the issue and, where appropriate, arrange a replacement package to ensure your order makes its way to you.
If you do not want the package to be replaced and prefer a refund, we may need to wait an additional period of time to confirm that the package is officially lost and will not be delivered.
Our customer service team will check the order status and provide updates during this process.
Damaged or Defective Items
Damaged or defective items can be replaced or refunded within 30 days from the delivery date.
After this 30-day period, Mazomade is not responsible for replacing or refunding damaged or defective items.
If the product arrives damaged or defective, we will resend it free of charge or issue a refund, depending on the situation.
Please contact us with your order number and clear images of the product you received, including images of the damaged item and the outer packaging.
Our team will reply within 3 business days.
If you want a replacement, we will arrange for a new product to be sent within 5 business days after your case is approved, subject to product availability.
If you want a refund, we will apply for a refund within 3 business days after your case is approved.
If you are receiving a refund through a major credit card, the refund processing time may vary depending on your card issuer. If you are receiving a refund through PayPal or another payment provider, the refund processing time may vary depending on the payment channel.
Note
- Refund processing time may vary slightly due to different payment channels.
- Handmade ceramic products may have slight variations in color, glaze, texture, shape, size, and finish. These natural variations are not considered defects.
- If a product is damaged due to misuse, improper handling, accidental breakage, or customer-caused damage, Mazomade is not responsible for replacement or refund.|
- When returning goods purchased using a discount or offer, we will adjust the refund accordingly if the remaining order value falls below the discount or offer threshold, as that discount or offer will no longer apply.