Terms of Service

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.

These Terms of Service govern your access to and use of Kilnmasters.com, including browsing our website, viewing products, placing orders, making payments, requesting delivery, and communicating with Kilnmasters.

By using Kilnmasters.com, you agree to be bound by these Terms of Service. If you do not agree with these terms, you should discontinue use of the website.

2. Use of the Website

Kilnmasters.com is provided for personal, lawful, and legitimate use, including browsing, purchasing, and learning about Kilnmasters products and services.

You agree not to use the website to:

• Violate any applicable law or regulation.
• Commit fraud or engage in suspicious payment activity.
• Provide false, inaccurate, incomplete, or misleading information.
• Interfere with the website’s security, functionality, or performance.
• Attempt to gain unauthorized access to systems, accounts, customer data, or payment processes.
• Upload or transmit viruses, malware, harmful code, or disruptive content.
• Use bots, crawlers, scraping tools, or automated systems to extract website content without prior written approval.
• Copy, misuse, reproduce, or commercially exploit Kilnmasters’ content, designs, artwork, images, or brand materials.

Kilnmasters reserves the right to restrict access, cancel orders, refuse service, or take appropriate action if the website is used in violation of these Terms of Service.

3. Product Information

Kilnmasters makes reasonable efforts to ensure that product descriptions, images, prices, availability, dimensions, and other details displayed on the website are accurate and up to date.

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

Product images are provided for reference. Actual product appearance may vary depending on photography, lighting, screen settings, and production variations.

4. Orders

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 where:

• The product is unavailable.
• The order information is incomplete or incorrect.
• The payment is declined, incomplete, suspicious, or not verified.
• There is an error in pricing, product information, or availability.
• Delivery to the provided address is not available.
• The order appears fraudulent or unlawful.
• The customer has violated these Terms of Service or other Kilnmasters policies.

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

5. 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, currency conversion fees, or other charges imposed by third parties or destination countries.

Online 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 card numbers, CVV codes, or full payment credentials on its website. Payment information is processed securely through authorized third-party payment providers.

Kilnmasters is not responsible for payment failures, declined transactions, duplicate authorizations, bank holds, payment gateway errors, card restrictions, or delays caused by banks, card issuers, payment networks, or third-party payment providers.

6. International Shipping and Delivery

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

Delivery timelines are estimates only and may vary depending on:

• Product availability
• Product preparation time
• 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

For international orders, customers are responsible for ensuring that the purchased products 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 responsible for delays, additional costs, failed deliveries, or returned shipments caused by customs authorities, courier companies, incorrect shipping details, refusal to pay customs charges, failed delivery attempts, or import restrictions.

7. Product Care and Handling

Porcelain products are fragile and must be handled with care.

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

Kilnmasters is not responsible for damage caused by:

• Dropping or mishandling
• Improper cleaning
• Exposure to unsuitable conditions
• Incorrect storage
• Misuse of the product
• Normal wear and tear
• Failure to follow care instructions

8. 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 products may not be cancelled, returned, exchanged, or refunded, unless the item is defective, damaged, or incorrect due to an error by Kilnmasters.

Kilnmasters reserves the right to refuse custom or commissioned requests that are unsuitable, unlawful, offensive, technically impractical, or inconsistent with the brand’s artistic direction.

9. Cancellations, Returns, and Refunds

Cancellations, returns, refunds, exchanges, damaged items, incorrect items, payment voids, and non-refundable cases are governed by Kilnmasters’ separate Refund & Cancellation Policy.

Customers should review the Refund & Cancellation Policy before placing an order.

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

Email: info@kilnmasters.com

10. Intellectual Property

All content on Kilnmasters.com is owned by or licensed to Kilnmasters. This includes, but is not limited to:

• Product designs
• Porcelain artwork
• Images and photography
• Text and descriptions
• Logos and brand elements
• Graphics and videos
• Website layout and design
• Creative concepts and collections

You may not copy, reproduce, modify, distribute, publish, sell, display, license, 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, brand materials, or creative concepts.

11. User Communications

When you contact Kilnmasters through the website, email, social media, or other communication channels, you agree to provide accurate and respectful communication.

You must not send content that is unlawful, abusive, threatening, defamatory, offensive, misleading, fraudulent, or harmful.

Kilnmasters reserves the right not to respond to inappropriate, abusive, or suspicious communications.

12. Privacy and Data Protection

Kilnmasters collects and processes personal information in accordance with its Privacy Policy and Data Protection Notice.

By using Kilnmasters.com, placing an order, submitting personal information, or communicating with Kilnmasters, you acknowledge that your personal data may be processed for purposes including order fulfillment, payment verification, delivery, customer support, refunds, legal compliance, website improvement, and fraud prevention.

13. Third-Party Services and Links

Kilnmasters.com may include links to third-party websites, platforms, payment providers, delivery providers, social media pages, or external services.

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

Use of third-party services may be subject to their own terms and policies.

14. Website Availability

Kilnmasters aims to keep the website available and functioning properly. However, Kilnmasters does not guarantee that the website will always be uninterrupted, secure, error-free, or available.

The website may be unavailable due to:

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

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

15. Limitation of Liability

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

• Indirect, incidental, special, or consequential losses.
• Loss of profits, revenue, data, business, or opportunity.
• Website downtime or technical failures.
• Payment processing delays or errors caused by third parties.
• Courier, logistics, or customs delays.
• Damage caused by customer misuse, mishandling, or improper care.
• Minor variations resulting from handmade or artistic production.
• Delays or failures caused by events beyond Kilnmasters’ reasonable control.

Nothing in these Terms of Service excludes liability that cannot be excluded under applicable law.

16. Indemnity

You agree to indemnify and hold Kilnmasters harmless from any claims, losses, damages, liabilities, costs, or expenses arising from:

• Your misuse of the website.
• Your violation of these Terms of Service.
• Your violation of applicable laws or regulations.
• Your provision of inaccurate, false, or misleading information.
• Your infringement of Kilnmasters’ intellectual property rights or the rights of any third party.
• Fraudulent, unauthorized, or unlawful activity connected to your order or account.

17. Force Majeure

Kilnmasters shall not be responsible for delays, interruptions, failure to perform, or inability to fulfill obligations caused by events beyond its reasonable control, including but not limited to:

• Natural disasters
• Fire or flood
• War, civil unrest, or government restrictions
• Epidemics or public health emergencies
• Strikes or labor disruptions
• Customs delays
• Courier or logistics disruptions
• Power outages
• Internet or telecommunications failures
• Payment gateway or banking system failures
• Cyber incidents or system disruptions

18. Governing Law

These Terms of Service shall be governed by and interpreted in accordance with the applicable laws of the State of Qatar.

19. Dispute Resolution

Any dispute, claim, or disagreement related to Kilnmasters.com, products, orders, payments, delivery, refunds, or these Terms of Service should first be addressed through direct communication with Kilnmasters.

Customers may contact:

Email: info@kilnmasters.com

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

If the dispute cannot be resolved amicably, it may be referred to the competent courts or authorities in the State of Qatar, unless otherwise required by applicable law.

20. Changes to These Terms

Kilnmasters reserves the right to update, amend, or modify these Terms of Service at any time.

Any changes will be published on Kilnmasters.com. Continued use of the website after changes are published means that you accept the updated Terms of Service.

Customers are encouraged to review this page regularly.

21. Contact Information

For questions or concerns regarding these Terms of Service, please contact:

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

22. Acknowledgment

By accessing Kilnmasters.com, browsing the website, placing an order, making a payment, requesting delivery, or contacting Kilnmasters, you acknowledge that you have read, understood, and agreed to these Terms of Service.