Refund policy

Return & Refund Policy

At Terra Glaze, we want you to be completely thrilled with your ceramic pieces. We also recognize that shipping heavy, fragile ceramics back and forth is risky, costly, and leaves a significant carbon footprint.

To minimize environmental impact and save you the hassle of repacking and visiting the post office, we offer a 30-Day Hassle-Free Resolution Policy in place of traditional physical returns.

1. Damages and Defective Items (Broken in Transit)

Ceramics are highly fragile. While we take great care in packaging, accidents during transit can occasionally happen. Please inspect your order immediately upon delivery.

If your item is defective, damaged in transit, or if you receive the wrong item, we will make it right immediately.

  • Action Required: Contact us at terraglaze@gmail.com within 48 hours of delivery.

  • Proof Required: You must provide clear photos or videos of both the damaged item AND the original shipping box (showing the shipping label). This is strictly required for us to file a claim with our shipping carriers.

  • The Resolution: Once verified, we will immediately issue a full refund or send a replacement at no cost to you. You do not need to ship the broken pieces back to us. Please safely dispose of the broken items.

2. Change of Mind / Not Completely Satisfied

If your item arrives in perfect condition but you are not entirely satisfied with your purchase, you have 30 days from the delivery date to request a resolution.

Instead of asking you to pay high return shipping fees to send the heavy item back across the globe, we handle things differently:

  • Please email us at terraglaze@gmail.com with your order number and let us know why the item didn't meet your expectations.

  • Our support team will work with you to find a fair, personalized solution. Typically, this includes offering a partial refund or store credit, allowing you to keep the item to use, gift to a friend, or donate to a local charity.

3. Exceptions / Non-Refundable Items

Certain types of items are exempt from our resolution policy:

  • Custom products (such as special orders or personalized ceramics).

  • Items marked as "Final Sale".

  • Gift Cards.

If you have questions or concerns about your specific item, please get in touch with us.

4. Order Cancellations

Orders can be canceled for a full refund if they have not yet been processed or shipped. Once an order has been dispatched, it cannot be canceled and will fall under our 30-Day Resolution Policy above.

5. Refund Processing

Once a resolution (full or partial refund) is agreed upon via email:

  1. We will process the refund immediately on our end.

  2. The funds will be automatically applied to your original payment method within 10 business days.

  3. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your refund was approved, please contact us at terraglaze@gmail.com.