Our Commitment
Every SureKiln piece is hand-thrown and one of a kind. Natural variations in glaze, texture, and form are not flaws — they are the signature of the fire and the hallmark of handmade craftsmanship. We want you to love your piece as much as we loved making it.
Returns & Exchanges
We accept returns and exchanges within 14 days of delivery.
Eligibility:
- Items must be in original, unused condition
- Items must be returned in original packaging with all protective materials
- Proof of purchase is required
Non-returnable items:
- Custom or personalized orders
- Final sale items (clearly marked before purchase)
- Items damaged after delivery due to misuse or improper handling
How to Return
- Email Support@surekiln.com with your order number and reason for return
- We will respond within 24 hours with return instructions and a return authorization
- Ship the item back using a trackable shipping method
- Once received and inspected, refunds are processed within 5–7 business days to your original payment method
Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
Damaged Items
Ceramics and shipping don't always mix well. If your piece arrives damaged:
- Contact us within 48 hours of delivery
- Include clear photos of the damage and the packaging
- We will arrange a replacement or full refund at no cost to you
Refunds
Once your return is received and inspected, we will notify you by email. Approved refunds will be processed to your original payment method within 5–7 business days. Please note your bank or credit card company may require additional time to post the refund.