Copper Red Straight Mug

At The Cold Mountain studio , we take pride in crafting high-quality handmade ceramic products. We strive to ensure that every item meets our customers' expectations. However, if you are not satisfied with your purchase, please review our refund policy below.

• Returns and Exchanges:

  • We accept returns or exchanges for manufacturing defects or damage during transit.
  • If you believe your product has a manufacturing defect or was damaged during shipping, please contact us within 7 days of receiving the item. You can reach us at [customer support email/phone number].
  • To be eligible for a return or exchange, the item must be unused and in the same condition as when you received it. It should be returned in its original packaging, including all tags, labels, and accessories.
  • Upon receiving the returned item, we will inspect it to verify the defect or damage. If approved, we will offer you a replacement or a refund, depending on your preference.

• Refunds:

  • Refunds will be issued for eligible returns or in cases where a replacement is not possible.
  • Once we receive the returned item and verify its condition, we will initiate the refund process. Please note that it may take [X] business days for the refund to be processed and reflected in your original payment method.
  • Shipping costs are non-refundable, and the customer is responsible for return shipping expenses unless the return is due to a manufacturing defect or shipping damage.

• Non-eligible Returns:

  • Returns or refunds will not be accepted for items that have been used, mishandled, or damaged due to improper care or negligence.
  • Variation in color, texture, and glaze is inherent to handmade ceramic products and is not considered a defect.

• How to Initiate a Return or Exchange:

  • To initiate a return or exchange, please contact our customer support team within 7 days of receiving the item. Provide your order number, a description of the issue, and any supporting evidence such as photographs.
  • Our customer support team will guide you through the return process, including providing the necessary shipping instructions and return address.

• Custom Orders:

  • Custom orders, including personalized or made-to-order ceramic products, are non-refundable unless they have a manufacturing defect or were damaged during transit.

We appreciate your understanding of our refund policy for handmade ceramic products. If you have any further questions or concerns, please don't hesitate to contact our customer support team. We are here to assist you and ensure your satisfaction with our products.

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