Return and Refund Policy

1. Introduction

This Return and Refund Policy applies to all purchases made through 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. Our products are handcrafted, hand-painted, fragile, and artistically finished. Because of this, each piece may have slight variations in color, brushwork, texture, finish, size, or design.

By placing an order on Kilnmasters.com, the customer agrees to the terms outlined in this Return and Refund Policy.

2. General Return Policy

Kilnmasters accepts return requests only in limited cases, including where:

• The customer received the wrong item.
• The product arrived damaged.
• The product has a confirmed defect.
• The order was cancelled before processing, packing, shipping, delivery, or collection.
• A payment error, duplicate payment, or incorrect charge occurred.

Return and refund requests are subject to review and approval by Kilnmasters.

Kilnmasters reserves the right to reject return or refund requests that do not meet the conditions set out in this policy.

3. Handmade Product Disclaimer

Kilnmasters products may include hand-painted details, artistic finishing, and traditional porcelain painting techniques.

Slight variations in color, brushwork, texture, finish, size, shape, or design are part of the handmade nature of the product and are not considered defects.

A product will not be considered defective only because it has natural artistic or handmade variations.

4. Damaged, Defective, or Incorrect Items

If the customer receives a damaged, defective, or incorrect product, they must contact Kilnmasters as soon as possible after receiving the order.

The customer should provide:

• Full name
• Order number
• Email address
• Contact number
• Clear photos or videos of the item
• Photos of the outer and inner packaging
• Photo of the shipping label, where applicable
• Description of the issue

Requests should be sent to:

Email: info@kilnmasters.com

Kilnmasters will review the submitted information and may request additional details before approving any return, replacement, exchange, repair, store credit, or refund.

5. Fragile Item Inspection

Porcelain products are fragile and must be inspected immediately upon delivery or collection.

Customers are advised to report any damage within 48 hours of receiving the order.

Damage claims submitted after this period may be rejected if Kilnmasters cannot verify that the damage occurred during delivery or before receipt by the customer.

6. Return Conditions

Where a return is approved, the customer may be required to return the product in its original condition.

Returned products must include, where applicable:

• Original packaging
• Protective packaging
• Labels or tags
• Accessories
• Proof of purchase
• Any documents included with the order

The product must not be used, altered, washed, repaired, damaged, or mishandled by the customer.

Kilnmasters reserves the right to inspect the returned product before approving a refund, replacement, exchange, or store credit.

7. Custom, Personalized, and Commissioned Products

Custom-made, personalized, commissioned, or made-to-order products are generally non-returnable and non-refundable once production has started.

This includes, but is not limited to:

• Personalized porcelain pieces
• Custom hand-painted designs
• Commissioned artwork
• Made-to-order items
• Products prepared according to specific customer instructions

Refunds, returns, or exchanges for custom or commissioned products may only be considered if the item is damaged, defective, or incorrect due to an error by Kilnmasters.

8. Non-Returnable and Non-Refundable Cases

Kilnmasters may reject a return or refund request in the following cases:

• The product has been used, damaged, altered, repaired, washed, or mishandled by the customer.
• The product is returned without its original packaging, where required.
• 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, packed, shipped, delivered, collected, or production has started.
• The product has slight handmade or artistic variations.
• The customer provides incomplete, inaccurate, or invalid order or payment details.
• The damage is reported after the allowed review period.
• The issue resulted from improper care, cleaning, handling, storage, or misuse.
• The customer refuses delivery, fails to collect the shipment, or provides an incorrect address.
• The customer refuses to pay customs duties, import taxes, VAT, clearance fees, or related international shipping charges.

9. Refund Eligibility

A customer may be eligible for a refund in the following cases:

• A duplicate payment was made.
• The payment was made by mistake.
• The amount was deducted but the order was not successfully registered.
• A technical payment error occurred.
• The order was cancelled before processing or shipping and approved by Kilnmasters.
• The customer received the wrong item.
• The item arrived damaged and the claim was approved.
• The item has a confirmed defect and the claim was approved.

All refunds are subject to verification and approval by Kilnmasters.

10. Refund Method

Approved refunds will normally be processed to the original payment method used at checkout.

If refunding to the original payment method is not possible, Kilnmasters may offer an alternative refund method, replacement, repair, exchange, or store credit, depending on the case.

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

11. 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, card issuers, payment gateways, payment networks, or third-party financial institutions.

12. 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 Tap Payments Qatar, bank, card issuer, and payment network 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.

13. Return Shipping Costs

Where a return is approved due to an error by Kilnmasters, such as a wrong item, confirmed defect, or approved damage claim, Kilnmasters may cover the return shipping cost or arrange an alternative resolution.

Where a return is approved for any other reason, the customer may be responsible for:

• Return shipping fees
• Original shipping fees
• Customs duties
• Import taxes
• VAT
• Clearance fees
• Courier handling fees
• Re-shipping fees
• Any other related charges

Shipping fees are generally non-refundable once the order has been shipped, unless the return is due to an error by Kilnmasters.

14. International Returns

Kilnmasters ships internationally. For international returns, customers are responsible for complying with the return shipping requirements of their country and courier provider.

International customers may be responsible for:

• Return shipping fees
• Customs duties
• Import taxes
• VAT
• Clearance charges
• Courier handling fees
• Bank or currency conversion charges
• Any charges related to refused, failed, or returned shipments

If an international shipment is returned because the customer refused delivery, failed to pay customs charges, provided an incorrect address, or failed to collect the shipment, Kilnmasters may deduct related costs from any approved refund.

15. Exchanges and Replacements

Kilnmasters may offer an exchange or replacement where:

• The wrong item was delivered.
• The item arrived damaged.
• The item has a confirmed defect.
• A replacement is available and approved by Kilnmasters.

Exchanges and replacements are subject to product availability.

If the same product is unavailable, Kilnmasters may offer an alternative product, store credit, repair, or refund, depending on the case.

16. Order Cancellation

Customers may request to cancel an order before it has been processed, prepared, packed, shipped, delivered, or collected.

Cancellation requests should be sent as soon as possible to:

Email: info@kilnmasters.com

Once an order has been processed, packed, shipped, delivered, collected, or production has started for a custom or commissioned product, cancellation may no longer be possible.

17. Payment Errors and Duplicate Charges

If the customer believes that a duplicate payment, incorrect charge, or payment error occurred, they should contact Kilnmasters with:

• Full name
• Order number, if available
• Transaction number
• Payment date
• Payment amount
• Payment receipt or bank confirmation
• Description of the issue

Kilnmasters will review the issue and coordinate with Tap Payments Qatar or the relevant payment provider where necessary.

18. How to Submit a Return or Refund Request

To submit a return or refund request, customers should contact:

Kilnmasters
Email: info@kilnmasters.com

The request should include:

• Full name
• Email address
• Contact number
• Order number
• Transaction number, where applicable
• Payment receipt, where available
• Reason for the request
• Photos or videos, where applicable
• Packaging photos, where applicable

Kilnmasters will review the request and respond with the next steps.

19. Review and Approval

All return and refund requests are reviewed manually.

Kilnmasters may request additional information before making a decision.

Submitting a return or refund request does not guarantee approval.

Kilnmasters reserves the right to approve or reject requests based on this policy, the condition of the product, order status, payment verification, shipping records, and applicable law.

20. Changes to This Policy

Kilnmasters reserves the right to update, amend, or modify this Return and Refund Policy at any time.

Any changes will be published on Kilnmasters.com. Customers are encouraged to review this page before placing an order.

21. Contact Information

For return, refund, cancellation, payment, or damaged item inquiries, please contact:

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