1. General Return Terms

We strive to ensure every ceramic product you receive meets your expectations. For non-quality issues, returns are accepted within 14 calendar days from the date of delivery. All returned items must be in their original condition (unused, unbroken, with original packaging) to qualify for a refund or exchange.

Handmade ceramic products have natural variations in glaze, texture, and shape (as noted in product descriptions). These are not considered quality defects and do not qualify for return requests.

2. Damage Claims (Fragile Ceramics)

If your ceramic product arrives damaged due to shipping, please:

• Take clear photos/videos of the damaged item, packaging, and shipping label (showing the tracking number) within 24 hours of receipt.
• Contact our customer service team with the evidence and your order number.
• Our team will verify the claim within 1-2 business days and arrange a full refund or reshipment (at no extra cost to you).

Claims submitted after 24 hours may not be accepted, as we cannot confirm if damage occurred during shipping or post-receipt handling.

3. Non-Returnable Items

Returns are not accepted for the following cases:

• Items damaged due to improper use, accidental breakage, or post-receipt mishandling.
• Customized ceramic products (e.g., personalized engravings, custom sizes).
• Accessories (e.g., pot liners) purchased separately (unless defective).

4. Refund Process

Once your return is approved and the item is received (for non-damage returns), we will process your refund within 3-5 business days. Refunds will be issued to your original payment method, and processing times may vary by your bank/card issuer (typically 3-7 business days).

For damage claims approved without return, refunds will be processed within 1-2 business days after verification.

Need Further Assistance?

Contact our customer service team via email: SuliPlanters@outlook.com

We respond to all inquiries within 24 business hours.