Refund & Cancellation Policy
At Kilnmasters.com, we are committed to providing our customers with a smooth, transparent, and reliable purchasing experience.
Kilnmasters is a creative porcelain studio dedicated to the art, craft, and mastery of porcelain painting. Our products are rooted in traditional techniques and elevated through contemporary design. Each piece reflects craftsmanship, precision, and artistic expression.
This Refund & Cancellation Policy explains the conditions under which order cancellations, refunds, exchanges, and payment reversals may be requested and processed.
1. Applicability
This policy applies to all customers purchasing products through Kilnmasters.com.
By placing an order on our website, the customer agrees to the terms outlined in this Refund & Cancellation Policy.
2. Order Cancellation
Customers may request to cancel an order before it has been processed, prepared, packed, shipped, delivered, or collected.
To request an order cancellation, customers should contact us as soon as possible at:
Email: info@kilnmasters.com
Kilnmasters will review the cancellation request and confirm whether the order can still be cancelled.
Once an order has been processed, shipped, delivered, collected, or prepared as a customized or commissioned item, cancellation may no longer be possible.
3. Custom-Made and Commissioned Pieces
Some Kilnmasters products may be custom-made, hand-painted, personalized, or commissioned based on customer requirements.
Due to the artistic and handcrafted nature of these pieces, custom-made, personalized, or commissioned products are generally non-refundable and non-cancellable once production has started.
This includes, but is not limited to:
- Personalized porcelain pieces
- Custom designs
- Commissioned artwork
- Made-to-order products
- Products prepared according to specific customer instructions
Refunds or cancellations for such products may only be considered if the item is defective, damaged, or incorrect due to an error by Kilnmasters.
4. Refund Requests
A customer may request a refund in the following cases:
- The payment was made by mistake.
- A duplicate payment was made.
- The amount was deducted but the order was not successfully registered.
- A technical payment error occurred.
- The customer received the wrong item.
- The product was damaged upon receipt.
- The product has a confirmed manufacturing or quality defect.
- The order was cancelled before processing, subject to Kilnmasters’ approval.
Refund requests must be reviewed and approved by Kilnmasters before any refund is processed.
5. Damaged, Defective, or Incorrect Items
If the customer receives a damaged, defective, or incorrect product, they should contact Kilnmasters as soon as possible and provide:
- Order number
- Full name
- Contact details
- Clear photos or videos of the damaged, defective, or incorrect item
- Photos of the packaging, where applicable
- Description of the issue
The request should be sent to:
Email: info@kilnmasters.com
Kilnmasters will review the submitted information and may offer, depending on the case:
- A replacement
- A repair, where applicable
- Store credit
- A full or partial refund
The final decision will depend on the nature of the issue and the condition of the product.
6. Refund Request Process
To request a refund, the customer must submit the following details:
- Full name
- Email address
- Contact number
- Order number
- Transaction number, if available
- Payment date
- Payment amount
- Original payment receipt, if available
- Reason for the refund request
- Supporting photos or documents, where applicable
Refund requests should be sent to:
Email: info@kilnmasters.com
Once the request is received, it will be reviewed manually by our team. If the request is approved, the refund will be processed electronically to the original payment method, unless otherwise agreed.
7. Refund Processing Time
Approved refunds may take up to 21 business days to be processed by Kilnmasters.
After the refund is processed, it may take an additional 3 to 21 business days for the amount to appear in the customer’s bank account, depending on the customer’s bank, card issuer, or payment provider.
Kilnmasters is not responsible for delays caused by banks, payment gateways, card issuers, or third-party financial institutions.
8. Same-Day Transaction Void
If a payment is voided on the same day of the transaction before 11:59 PM, the transaction may be cancelled immediately, subject to the payment gateway and bank processing rules.
A void is different from a refund, as the payment may not yet have been fully settled. The availability of same-day voiding depends on the payment method, payment gateway, and bank policy.
9. Non-Refundable Cases
Kilnmasters reserves the right to reject refund requests in the following cases:
- The product has been used, damaged, altered, washed, repaired, or mishandled by the customer.
- The product is returned without its original packaging, where applicable.
- The refund request is submitted after the allowed review period.
- The customer provides incomplete, inaccurate, or invalid order/payment details.
- The item is custom-made, personalized, commissioned, or made to order, unless defective or incorrect.
- The customer changes their mind after the order has been processed, shipped, delivered, or collected.
- The product differs slightly from photos due to the handmade or artistic nature of the item.
- The customer violates Kilnmasters’ terms and conditions or applicable policies.
10. Handmade Product Disclaimer
Kilnmasters products may involve hand-painted details, traditional techniques, and artistic finishing. As a result, slight variations in color, brushwork, texture, finish, size, or design may occur.
These natural variations are part of the uniqueness and value of handcrafted porcelain pieces and are not considered defects.
11. Failed or Delayed Payments
Kilnmasters shall not be liable for failed, delayed, or unsuccessful payments caused by any of the following:
- Incomplete, inaccurate, invalid, or late payment instructions.
- Insufficient balance or payment limits in the customer’s bank account or card.
- Restrictions or holds on the customer’s payment account.
- Delays or failures caused by the customer’s bank, card issuer, or payment provider.
- Technical issues beyond the control of Kilnmasters.
- Power outages, system failures, internet interruptions, cyber incidents, natural disasters, strikes, or other events beyond Kilnmasters’ reasonable control.
If a payment fails for any reason, the customer may be notified by email or through the website, where applicable.
12. Return of Products
Where a return is approved, the customer may be required to return the product in its original condition, with its original packaging, labels, accessories, and proof of purchase.
Return shipping, delivery, or collection fees may be the responsibility of the customer unless the return is due to an error by Kilnmasters or a confirmed product defect.
Kilnmasters reserves the right to inspect the returned product before approving a refund, replacement, or exchange.
13. Disputes
Any dispute, claim, or disagreement related to orders, payments, refunds, cancellations, or products purchased through Kilnmasters.com shall first be addressed through direct communication with Kilnmasters.
Customers are encouraged to contact us at:
Email: info@kilnmasters.com
Kilnmasters will review each case individually and seek to resolve the matter fairly and reasonably.
14. Changes to This Policy
Kilnmasters reserves the right to update, amend, or modify this Refund & Cancellation Policy at any time. Any changes will be published on this page.
Customers are encouraged to review this page regularly to stay informed of any updates.
15. Contact Information
For refund, cancellation, return, or payment-related inquiries, please contact us at:
Kilnmasters.com
Email: info@kilnmasters.com