Refund and Return Policy
Effective Date: May 30, 2026
Our standard refund and return policy outlines how we manage item cancellations and product customer service for your online orders. We proudly offer a 30-day return window. Therefore, you may submit a return application within 30 calendar days after receiving your goods. To be eligible for a successful return, your ceramic item must remain intact, unused, and unaltered. Consequently, it must include all original tags and complete original packaging. A valid proof of purchase is also required.
To initiate a return request, please contact our official email: help@konghecraft.com. All returned parcels must be sent to our designated return address: Jingdezhen City, Jiangxi Province, China. Please note that unauthorized returns without prior formal request will not be accepted or processed. Once your return request is approved, we will provide you with a return shipping label and detailed return instructions.
Damaged & Defective Goods
Because handcrafted ceramics are fragile, please inspect your order immediately upon delivery. If you receive broken, defective, damaged, or incorrect items, kindly contact us promptly. We will evaluate the issue and provide a satisfactory solution.
Non-Returnable Items
Custom-made and personalized ceramic products are completely non-refundable and non-exchangeable. In addition, discounted clearance items and promotional gifts are not eligible for returns or exchanges.
Exchange Service
We recommend submitting a return application for your original item first. After your return is approved and processed, you may place a new separate order for your preferred products.
EU 14-Day Cooling-off Period
For orders shipped to European Union countries, you have the right to cancel or return your order within 14 days without providing any reason. This aligns with standard [European Consumer Rights Regulations](https://commission.europa.eu/law/law-topic/consumer-protection-and-online-shopping_en). However, the item must remain in its original, unused condition with complete packaging.
Refund Arrangement
We will notify you once we have received and inspected your returned items to confirm the refund approval status. If approved, your refund will be processed to your original payment method within 10 working days. Nevertheless, bank processing procedures may cause slight delays. If you have not received your refund more than 15 working days after approval, please contact our customer support.