Refund policy

Refund Policy

Last updated: June 24, 2026

At Mist Kiln, each ceramic piece is carefully selected and packed for international shipping. Because our products are fragile handmade items, please read our refund policy carefully before placing an order.

1. Handmade Product Notice

Our products are handmade or hand-finished ceramic pieces. Slight variations in glaze, color, shape, surface texture, size, and firing marks are normal and are not considered defects.

These natural variations are part of the beauty and character of handmade ceramics.

2. Damaged Items

If your item arrives damaged, please contact us within 48 hours of delivery.

Please email us with:

- Your order number
- Clear photos of the damaged item
- Clear photos of the packaging
- A photo of the shipping label

After reviewing the case, we may offer one of the following solutions:

- Replacement
- Store credit
- Partial refund
- Full refund, depending on the situation

Please do not discard the packaging until the issue has been resolved.

3. Wrong Item Received

If you receive the wrong item, please contact us within 48 hours of delivery with your order number and photos of the item received.

We will review the issue and offer a replacement or other suitable solution.

4. Returns

Because our products are fragile handmade ceramic items shipped internationally, we do not accept returns for reasons such as:

- Change of mind
- Color variation caused by screen display
- Natural handmade differences
- Minor glaze variation
- Minor size difference
- Small firing marks that are normal in handmade ceramics
- Customs delays
- Refusal to pay import duties or taxes

If a return is approved in special circumstances, the customer may be responsible for return shipping costs. Returned items must be unused, undamaged, and in original packaging.

5. Non-Returnable Items

The following items are not eligible for return:

- Custom or made-to-order items
- Sale items
- Gift cards
- Used ceramic products
- Items damaged by improper use or care
- Items damaged after delivery

6. Refund Processing

If a refund is approved, it will be processed to your original payment method.

Please allow several business days for the refund to appear in your account, depending on your bank or payment provider.

7. Order Cancellation

If you need to cancel an order, please contact us as soon as possible.

Orders can only be cancelled before they are packed or shipped.

Once an order has been shipped, it cannot be cancelled.

8. Care Responsibility

Some products, especially those with gold details or delicate glaze, may not be suitable for microwave or dishwasher use.

Damage caused by improper care, washing, heating, dropping, or misuse is not eligible for refund.

9. Contact Us

For refund or damage issues, please contact us at:

hello@mistkiln.com