Refund policy
Returns
Due to the fragile and handmade nature of our ceramics, we do not accept returns or exchanges for "change of mind." All sales are final unless the item arrives damaged or defective.
Damaged Items
We take great care in packaging our ceramics, but breakages can occasionally happen during transit. If your item arrives damaged, please contact us at studio@bencera.com within 48 hours of delivery.
To process a claim for a damaged item, you must provide clear photographs of:
1.The damaged item(s).
2.The packaging materials.
3.The exterior of the shipping box.
Refunds for Damaged Orders
•Fully Damaged Orders: If all items in your order arrive broken, we will issue a full refund to your original payment method upon receiving the required photographic proof.
•Partially Damaged Orders: If you ordered multiple items and only some are damaged, and you wish to request a refund for the entire order, you must first return the undamaged items to us at your own expense. A refund for the full order (including the cost of return) will only be issued once we have received the undamaged goods in their original condition. Alternatively, we can issue a partial refund for only the damaged item(s) based on photographic proof, without requiring a return of the intact pieces.
Lost Packages
If your order has not been delivered within 10 business days of the estimated delivery date, please contact us at studio@bencera.com so we can investigate the issue with the carrier.