1. Introduction

Welcome to Kilnmasters.com, operated by Kilnmasters in the State of Qatar.

Kilnmasters is a creative porcelain studio dedicated to the art, craft, and mastery of porcelain painting. Rooted in traditional techniques and elevated through contemporary design, Kilnmasters brings together craftsmanship, precision, and artistic expression to create works that are both timeless and modern.

By accessing, browsing, or purchasing from Kilnmasters.com, you agree to comply with the terms, policies, and notices set out in this document, including:

• Terms and Conditions
• Privacy Policy
• Data Protection Notice
• Cookie Policy
• Online Payment Disclaimer
• Prohibited Activities
• Refund, Return, and Cancellation Policy

Please read this document carefully before using our website or placing an order. If you do not agree with any part of these terms or policies, you should discontinue use of the website.

Kilnmasters reserves the right to update or modify these terms at any time. Any changes will become effective once published on Kilnmasters.com. Continued use of the website after publication of updates means that you accept the revised terms.

2. Terms and Conditions

2.1 Use of the Website

Kilnmasters.com is provided for browsing, viewing, purchasing, and learning about Kilnmasters products, collections, services, and creative offerings.

By using this website, you agree that you will not:

• Use the website for any unlawful, fraudulent, or harmful purpose.
• Interfere with the website’s security, performance, or functionality.
• Attempt to gain unauthorized access to the website, systems, accounts, or data.
• Use bots, scraping tools, crawlers, or automated systems to extract website content without prior written approval.
• Upload or transmit viruses, malware, harmful code, or disruptive files.
• Misrepresent your identity or provide false, misleading, or inaccurate information.
• Use the website in a way that may damage the reputation, rights, or operations of Kilnmasters.

2.2 Product Information

Kilnmasters aims to display product information, descriptions, images, pricing, and availability as accurately as possible.

However, due to the handcrafted and artistic nature of porcelain painting, slight variations may occur in color, brushwork, finish, size, shape, texture, and design. These variations are part of the uniqueness of handcrafted porcelain pieces and are not considered defects.

Product images are provided for reference and may appear slightly different depending on screen settings, lighting, photography, and production variations.

2.3 Orders and Acceptance

When you place an order through Kilnmasters.com, you are making an offer to purchase the selected product or products.

Kilnmasters reserves the right to accept, reject, cancel, or limit any order at its discretion, including in cases where:

• The product is unavailable.
• The order details are incomplete or incorrect.
• The payment is declined or not verified.
• A pricing or product description error occurred.
• Fraudulent or suspicious activity is detected.
• Delivery to the provided address is not available.
• The order violates these terms or applicable laws.

An order is considered accepted only once Kilnmasters confirms the order and payment has been successfully received or verified.

2.4 Pricing and Payment

All prices displayed on Kilnmasters.com are subject to change without prior notice.

Unless otherwise stated, prices may exclude shipping fees, customs duties, import taxes, VAT, bank charges, or other charges imposed by third parties or destination countries.

Payments made through Kilnmasters.com are processed through Tap Payments Qatar or other authorized payment service providers used by Kilnmasters.

Kilnmasters does not intentionally store full credit card or debit card details on its website. Payment information is processed securely through authorized third-party payment providers.

2.5 International Shipping, Delivery, and Collection

Kilnmasters ships products both within Qatar and internationally, subject to product availability, shipping restrictions, destination rules, and delivery service availability.

Delivery, collection, and shipping timelines may vary depending on:

• Product preparation time
• Product availability
• Customization or commissioning requirements
• Delivery destination
• Courier or logistics provider timelines
• Customs clearance
• Public holidays
• Weather conditions
• Incorrect address information
• Events beyond Kilnmasters’ reasonable control

International customers are responsible for ensuring that the purchased product can be lawfully imported into their destination country.

International orders may be subject to customs duties, import taxes, VAT, clearance fees, or other charges imposed by the destination country. These charges are the responsibility of the customer unless expressly stated otherwise by Kilnmasters.

Kilnmasters is not liable for delays caused by customs authorities, courier companies, logistics providers, incorrect address details, banks, payment gateways, or events outside Kilnmasters’ reasonable control.

2.6 Custom, Personalized, and Commissioned Products

Some Kilnmasters products may be custom-made, personalized, hand-painted, commissioned, or prepared according to specific customer instructions.

Once production has started, custom-made, personalized, commissioned, or made-to-order pieces may not be cancelled, returned, exchanged, or refunded, unless the item is defective, damaged, or incorrect due to an error by Kilnmasters.

2.7 Product Care and Handling

Porcelain products are fragile and should be handled with care.

Customers are responsible for following any care, handling, washing, display, or storage instructions provided by Kilnmasters.

Kilnmasters is not responsible for damage caused by misuse, mishandling, improper cleaning, dropping, exposure to unsuitable conditions, or failure to follow product care instructions.

2.8 Intellectual Property

All content on Kilnmasters.com, including but not limited to text, images, product designs, artwork, porcelain designs, graphics, logos, videos, brand elements, layouts, and website content, is owned by or licensed to Kilnmasters.

You may not copy, reproduce, modify, distribute, publish, display, sell, or create derivative works from any Kilnmasters content without prior written approval.

Purchasing a product from Kilnmasters does not transfer any intellectual property rights in the product design, artwork, images, or brand materials.

2.9 Limitation of Liability

Kilnmasters provides the website and its content on an “as available” basis. While we aim to maintain accuracy, quality, and reliability, we do not guarantee that the website will always be uninterrupted, error-free, secure, or free from technical issues.

To the maximum extent permitted by applicable law, Kilnmasters shall not be liable for:

• Indirect, incidental, or consequential losses.
• Loss of data, revenue, profits, business, or opportunity.
• Delays caused by third parties.
• Website interruptions or technical failures.
• Bank or payment gateway processing issues.
• Courier, logistics, or customs delays.
• Customer misuse, mishandling, or improper care of products.
• Minor variations resulting from handmade production or artistic finishing.

2.10 Account Suspension or Order Cancellation

Kilnmasters reserves the right to suspend website access, cancel orders, refuse service, or block transactions where we reasonably believe that there is:

• Fraudulent activity
• Suspicious payment behavior
• Misuse of the website
• Abuse of refund or return processes
• Violation of these terms
• Illegal, harmful, or unauthorized activity

Where appropriate, suspicious or unlawful activity may be reported to the relevant authorities.

2.11 Governing Law and Dispute Resolution

These terms shall be governed by the applicable laws of the State of Qatar.

Any dispute related to the website, products, orders, payments, refunds, delivery, international shipping, or these terms should first be addressed by contacting Kilnmasters directly.

Customers may contact us at:

Email: info@kilnmasters.com

Kilnmasters will make reasonable efforts to resolve disputes fairly and amicably.

3. Privacy Policy

3.1 Scope

This Privacy Policy explains how Kilnmasters, operating in the State of Qatar, collects, uses, stores, shares, and protects personal information when customers visit Kilnmasters.com, place orders, contact us, subscribe to updates, or interact with our website.

Kilnmasters processes personal data in accordance with applicable privacy and data protection requirements, including Qatar’s Personal Data Privacy Protection Law, where applicable.

3.2 Personal Data We Collect

Kilnmasters may collect the following types of personal data:

Contact Information

• Full name
• Email address
• Phone number
• Billing address
• Delivery address
• Country of residence

Order Information

• Products purchased
• Order number
• Order history
• Delivery or collection preferences
• International shipping details
• Customization requests
• Customer notes related to the order

Payment Information

• Payment status
• Transaction number
• Payment date
• Payment amount
• Refund or void references, where applicable
• Partial payment details provided by Tap Payments Qatar or other authorized payment processors

Kilnmasters does not intentionally store full card numbers, CVV codes, or full payment credentials on its website.

Technical and Usage Data

• IP address
• Browser type
• Device type
• Operating system
• Website pages visited
• Date and time of visit
• Referral source
• General website usage patterns

Communication Data

• Messages sent through contact forms
• Email correspondence
• Customer support requests
• Feedback, complaints, or inquiries

3.3 How We Collect Personal Data

Kilnmasters may collect personal data through:

• Website forms
• Checkout and order placement
• Email communication
• Customer service interactions
• Payment confirmations
• Tap Payments Qatar transaction notifications
• Cookies and analytics tools
• Delivery or logistics coordination
• Social media or marketing interactions, where applicable

3.4 Purpose of Data Use

Kilnmasters may use personal data for the following purposes:

• Processing and fulfilling orders
• Confirming and verifying payments
• Arranging local or international delivery, shipping, or collection
• Preparing customs or delivery documentation, where required
• Responding to customer inquiries
• Handling refund, return, cancellation, or exchange requests
• Preparing custom or commissioned orders
• Sending order updates and service-related notifications
• Improving website performance and customer experience
• Detecting fraud, abuse, or suspicious transactions
• Complying with legal, accounting, tax, customs, and regulatory obligations
• Sending marketing communications, where the customer has consented or where permitted by applicable law

3.5 Legal Basis for Processing

Kilnmasters processes personal data based on one or more of the following legal grounds:

• Contractual necessity: to process orders, payments, delivery, returns, refunds, and customer service requests.
• Legal obligation: to comply with accounting, tax, customs, consumer protection, fraud prevention, and regulatory requirements.
• Legitimate interests: to operate and improve the website, protect the business, prevent fraud, and support customer service.
• Consent: for optional marketing communications, certain cookies, or other consent-based processing activities.

3.6 Marketing Communications

Kilnmasters may send marketing emails, updates, offers, or news about collections only where permitted by law or where the customer has opted in.

Customers may unsubscribe from marketing communications at any time by following the unsubscribe instructions in the email or contacting:

Email: info@kilnmasters.com

Service-related emails, such as order confirmations, payment updates, delivery notices, customs-related communication, and refund communications, may still be sent even if the customer unsubscribes from marketing messages.

3.7 Data Sharing

Kilnmasters may share personal data only where necessary and appropriate, including with:

• Tap Payments Qatar for payment processing
• Banks and card networks
• Local and international delivery, courier, or logistics providers
• Customs authorities or customs brokers, where required for international shipping
• Website hosting providers
• IT and website maintenance providers
• Analytics and cookie service providers
• Email and customer communication providers
• Professional advisors, such as accountants, auditors, or legal advisors
• Government authorities, courts, or regulators where required by law

Kilnmasters does not sell customers’ personal data.

3.8 International Data Transfers

Because Kilnmasters ships internationally, customer information may need to be shared with logistics providers, customs brokers, delivery partners, or authorities outside Qatar for the purpose of fulfilling international orders.

Some website, payment, analytics, hosting, or communication service providers may also process or store data outside Qatar.

Where personal data is transferred internationally, Kilnmasters will take reasonable steps to ensure that the data is handled securely and in accordance with applicable data protection requirements.

3.9 Data Retention

Kilnmasters retains personal data only for as long as necessary for the purposes for which it was collected, including order fulfillment, customer service, accounting, tax, customs, legal, security, and dispute resolution purposes.

Order, transaction, delivery, customs, and accounting records may be retained for the period required by applicable laws and business recordkeeping obligations.

After the applicable retention period, personal data will be securely deleted, anonymized, or archived where legally required.

3.10 Customer Rights

Subject to applicable law, customers may have the right to:

• Request access to their personal data.
• Request correction of inaccurate or incomplete personal data.
• Request deletion of personal data where it is no longer required.
• Object to certain processing activities.
• Request restriction of processing.
• Withdraw consent where processing is based on consent.
• Request information about how their personal data is used.
• Request a copy of their personal data in a commonly used format, where applicable.

To exercise these rights, customers may contact:

Email: info@kilnmasters.com

Kilnmasters may need to verify the customer’s identity before responding to certain requests.

3.11 Children’s Privacy

Kilnmasters.com is not intended for use by children without the involvement of a parent or legal guardian.

Kilnmasters does not knowingly collect personal data from children without appropriate consent. If we become aware that personal data from a child has been collected improperly, we will take reasonable steps to delete it.

3.12 Data Security

Kilnmasters applies reasonable technical and organizational measures to protect personal data from unauthorized access, loss, misuse, alteration, disclosure, or destruction.

These measures may include:

• Secure website connection
• SSL encryption
• Secure payment processing through Tap Payments Qatar
• Access control
• Limited access to customer data
• Regular review of website and payment processes
• Administrative safeguards for customer records

No online system can be guaranteed to be completely secure. Customers are responsible for ensuring that the information they provide is accurate and that they use secure devices and networks when placing orders online.

3.13 Data Breach Notification

If Kilnmasters becomes aware of a personal data breach that may affect customers’ rights or privacy, Kilnmasters will take appropriate steps to investigate, contain, and address the issue.

Where required by applicable law, Kilnmasters will notify affected individuals and/or the relevant regulatory authority.

4. Data Protection Notice

4.1 Purpose of This Notice

This Data Protection Notice explains how Kilnmasters handles personal data in relation to its website, products, orders, customer communication, delivery, international shipping, payment processing, and related services.

4.2 Data Controller

For the purposes of this notice, Kilnmasters is generally the entity responsible for deciding how and why customer personal data is processed.

Customers may contact Kilnmasters regarding data protection matters at:

Email: info@kilnmasters.com

4.3 Data Minimization

Kilnmasters aims to collect only the personal data that is necessary for legitimate business purposes, including order processing, payment confirmation, customer support, delivery, customs documentation, returns, refunds, and legal compliance.

4.4 Accuracy of Data

Customers are responsible for providing accurate and complete information when placing an order or contacting Kilnmasters.

This includes accurate name, email, phone number, billing address, delivery address, country, and any customs or delivery information required for international shipping.

Kilnmasters is not responsible for failed deliveries, customs delays, additional charges, incorrect communication, or order issues caused by inaccurate or incomplete information provided by the customer.

4.5 Confidentiality

Kilnmasters treats customer information as confidential and limits access to personal data to authorized personnel or service providers who require access for legitimate business purposes.

4.6 Security of Processing

Kilnmasters will take reasonable steps to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or unauthorized access.

4.7 Data Subject Requests

Customers may contact Kilnmasters to request access, correction, deletion, or restriction of their personal data, subject to applicable law and necessary verification.

Requests should be sent to:

Email: info@kilnmasters.com

4.8 Data Processors and Service Providers

Kilnmasters may use third-party service providers to support website hosting, payment processing, delivery, international shipping, analytics, email communication, customer service, and website maintenance.

These may include:

• Tap Payments Qatar
• Payment networks and banks
• Shipping and courier providers
• Customs brokers or customs authorities, where applicable
• Website hosting and maintenance providers
• Analytics and communication tools

Where such providers process personal data on behalf of Kilnmasters, Kilnmasters will take reasonable steps to ensure that they process data only for authorized purposes and apply appropriate security measures.

5. Cookie Policy

5.1 What Are Cookies?

Cookies are small text files placed on your device when you visit a website. They help websites function properly, remember preferences, improve performance, and understand how visitors interact with the site.

5.2 Types of Cookies We May Use

Essential Cookies

These cookies are necessary for the website to function. They may support features such as:

• Page navigation
• Shopping cart functionality
• Checkout process
• Payment processing
• Security
• Session management

The website may not work properly without essential cookies.

Functional Cookies

These cookies help remember customer preferences, such as:

• Language settings
• Region settings
• Currency or delivery country preferences, where applicable
• Display preferences
• Previously selected options

Analytics and Performance Cookies

These cookies help Kilnmasters understand how visitors use the website, including:

• Pages visited
• Time spent on pages
• Traffic sources
• Website performance
• User interaction patterns

This information helps Kilnmasters improve the website, product presentation, and customer experience.

Marketing Cookies

Where applicable, marketing cookies may be used to provide relevant content, measure campaign performance, or support advertising activities.

Marketing cookies will be used only where permitted by applicable law and, where required, based on customer consent.

5.3 Managing Cookies

Customers can manage, disable, or delete cookies through their browser settings.

Please note that disabling certain cookies may affect website functionality, including cart, checkout, payment, and browsing features.

5.4 Third-Party Cookies

Some cookies may be placed by third-party service providers, such as analytics tools, payment gateways, social media platforms, or marketing tools.

Kilnmasters does not control third-party cookie practices. Customers should review the relevant third-party privacy and cookie policies for more information.

6. Online Payment Disclaimer

6.1 Payment Gateway Provider

Online payments made through Kilnmasters.com are processed through Tap Payments Qatar.

By making a payment on Kilnmasters.com, the customer agrees that the payment transaction may also be subject to the terms, conditions, privacy policy, and processing rules of Tap Payments Qatar, the relevant bank, card network, or payment service provider.

6.2 Kilnmasters’ Role

Kilnmasters sells porcelain products through Kilnmasters.com and uses Tap Payments Qatar as a third-party payment gateway provider to process online payments.

Kilnmasters does not control the internal systems, approval decisions, processing timelines, fraud checks, or settlement procedures of Tap Payments Qatar, banks, card issuers, or payment networks.

6.3 Payment Verification

All orders are subject to payment verification.

Kilnmasters may delay, cancel, or refuse an order if payment is not successfully completed, verified, authorized, or received.

6.4 Payment Errors

Kilnmasters is not liable for payment failures, delays, duplicate authorizations, bank holds, declined transactions, card restrictions, or payment gateway errors caused by Tap Payments Qatar, banks, card issuers, payment networks, customer account limitations, or technical issues outside Kilnmasters’ reasonable control.

If a payment issue occurs, customers should contact Kilnmasters with the transaction details at:

Email: info@kilnmasters.com

6.5 Fraud Prevention

Kilnmasters reserves the right to reject or cancel transactions that appear suspicious, fraudulent, unauthorized, or inconsistent with normal purchasing behavior.

Where necessary, suspicious activity may be reported to Tap Payments Qatar, the relevant bank, card network, payment provider, or legal authority.

7. Prohibited Activities

Customers and website visitors are prohibited from using Kilnmasters.com for any of the following:

• Fraudulent purchases or payment activity.
• Use of stolen cards, unauthorized payment methods, or false payment information.
• Providing inaccurate, misleading, or fake customer information.
• Attempting to interfere with website security or functionality.
• Copying, reproducing, or misusing Kilnmasters’ artwork, product designs, images, or brand materials.
• Reselling Kilnmasters products in a misleading, unauthorized, or deceptive manner.
• Uploading or transmitting harmful code, malware, or security threats.
• Harassing, abusing, threatening, or misusing communication channels.
• Using the website in violation of applicable laws or regulations.
• Attempting to gain unauthorized access to customer data, website systems, or payment processes.
• Using Kilnmasters.com to facilitate illegal, restricted, fraudulent, or prohibited transactions.

Kilnmasters may suspend access, cancel orders, refuse service, or take legal action in response to prohibited activities.

8. Refund, Return, and Cancellation Policy

Kilnmasters’ Refund, Return, and Cancellation Policy applies to all product purchases made through Kilnmasters.com.

Customers should review the dedicated Refund & Cancellation Policy page for full details regarding:

• Order cancellation
• Refund requests
• Damaged, defective, or incorrect items
• Custom-made or commissioned products
• Same-day transaction voids
• Return requirements
• Refund processing timelines
• Non-refundable cases
• International shipping and return considerations

For refund, return, or cancellation inquiries, please contact:

Email: info@kilnmasters.com

9. International Shipping Disclaimer

Kilnmasters ships internationally, subject to product availability, shipping provider coverage, destination country regulations, and operational feasibility.

For international orders:

• Customers are responsible for providing accurate shipping information.
• Customers are responsible for customs duties, import taxes, clearance fees, VAT, or other destination-country charges unless otherwise stated by Kilnmasters.
• Delivery timelines may vary depending on the destination, courier, customs clearance, and local delivery conditions.
• Kilnmasters is not responsible for delays caused by customs authorities, courier providers, incorrect shipping details, or import restrictions.
• If an order is returned due to incorrect address details, refusal to pay customs charges, failed delivery attempts, or failure to collect the shipment, additional shipping or return fees may apply.
• Fragile porcelain products are packed with care, but customers must inspect delivered items promptly and report any damage in accordance with the Refund & Cancellation Policy.

10. Website Availability and Changes

Kilnmasters aims to keep the website available and functioning properly. However, Kilnmasters does not guarantee uninterrupted access to the website.

The website may be unavailable from time to time due to:

• Maintenance
• Updates
• Technical issues
• Security reviews
• Hosting provider issues
• Internet interruptions
• Events beyond Kilnmasters’ reasonable control

Kilnmasters may update, modify, suspend, or discontinue any part of the website, product listing, service, policy, or content at any time without prior notice.

11. Third-Party Links

Kilnmasters.com may contain links to third-party websites, platforms, social media pages, payment providers, courier providers, or delivery partners.

Kilnmasters is not responsible for the content, privacy practices, security, accuracy, or policies of third-party websites or services.

Customers should review the terms and privacy policies of third-party websites before using them.

12. Changes to This Document

Kilnmasters may update, amend, or modify this Terms, Privacy, and Data Protection document at any time.

Any changes will be published on Kilnmasters.com. Customers are encouraged to review this page regularly.

Continued use of the website after updates are published means that the customer accepts the revised terms.

13. Contact Information

For questions, concerns, refund requests, privacy inquiries, data protection requests, order support, or international shipping inquiries, please contact:

Kilnmasters
Website: Kilnmasters.com
Email: info@kilnmasters.com
Operating Country: State of Qatar
Payment Gateway Provider: Tap Payments Qatar

14. Acknowledgment

By using Kilnmasters.com, browsing the website, placing an order, submitting personal information, making a payment, or requesting delivery, you acknowledge that you have read, understood, and agreed to this document, including the Terms and Conditions, Privacy Policy, Data Protection Notice, Cookie Policy, Online Payment Disclaimer, Prohibited Activities, Refund, Return, and Cancellation Policy, and International Shipping Disclaimer.