Effective Date: 28 September 202
Welcome to Soil Ceramics! We strive to ensure that you are completely satisfied with your purchase. However, we understand that there may be occasions where you need to return an item. Below is our comprehensive policy for refunds and returns, designed to be clear and fair for both you and our business.
1. Eligibility for Returns
We accept returns under the following conditions:
- The item must be unused, in its original condition, and in the original packaging.
- The return must be initiated within 14 days from the date of receipt.
- Custom or personalized items are not eligible for returns or refunds unless they arrive damaged or defective.
- Sale items are final sale and are not eligible for return unless they are defective or damaged.
2. Damaged or Defective Products
If you receive a product that is damaged or defective, please contact us immediately at [email protected]. Include your order number, a description of the issue, and clear photos of the damage or defect. We will work with you to offer a replacement or a full refund.
3. Return Process
To initiate a return, please follow these steps:
- Contact Us: Send an email to [email protected] with your order number and reason for the return. If the item is damaged or defective, include photos.
- Approval: Once we receive your request, we will review it and send you an approval email with return instructions within 2 business days.
- Shipping: You are responsible for the shipping costs of returning the item unless it arrived damaged or defective. We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item without tracking information.
4. Refunds
Once we receive and inspect the returned item, we will notify you via email of the approval or rejection of your refund.
- Approval: If your return is approved, a refund will be processed to your original method of payment. This may take up to 10 business days depending on your payment provider.
- Partial Refunds: In some cases, only partial refunds may be granted (e.g., if the item is not returned in its original condition or if it is damaged after receipt by the customer).
5. Exceptions
Please note the following exceptions to our refund and returns policy:
- Custom Orders: Products made to your specifications, such as personalized or custom designs, are non-refundable and non-returnable unless they arrive damaged or defective.
- Sale Items: Items purchased on sale are final and cannot be returned for a refund unless they are damaged or defective upon receipt.
6. Return Shipping Costs
For items returned due to damage or defect, we will cover the cost of return shipping. For all other returns (e.g., if you changed your mind), you are responsible for paying the return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.
7. Timeframes
- Returns: You must initiate the return within 14 days of receiving the item. The returned item must be received by us within 30 days of your initial receipt.
- Refunds: Once your return is approved and processed, the refund may take up to 10 business days to appear in your account.
8. Exchanges
We do not offer direct exchanges. If you would like to exchange an item, please return the original item for a refund (if eligible) and place a new order for the desired item.
9. Contact Information
If you have any questions or need assistance with your return, you can contact us at:
Angeliki Karakosta
Email: [email protected]
Address: Solonos 18
We are here to help you and ensure a smooth return and refund process.