Refund policy
Return & Refund
You can always contact us for any order question at hello@mudxhand.com
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@mudxhand.com
If the item arrived damaged
We ensure ceramics are packaged securely and shipped intact, but breakages occasionally occur.
If your items arrive damaged, follow these steps:
- 1. Retain all original packaging and take at least one photo showing the damaged item with its original postage packaging.
- 2. Notify us within 24 hours of receiving your package by sending an email to service@mudhandceramic.com. Attach your photo, briefly explain the problem, and include your full name and delivery address.
- 3. We will contact you as soon as possible.
Please note: You must send notification of damage that occurred in transit within 24 hours of the parcel tracking showing as delivered. We require at least one photo taken with the original packaging as proof of damage in transit.
If the package is lost:
Package loss is rare (occurring only if undelivered within 60 business days and tracking remains inactive for over 20 business days). If confirmed lost, you need to contact us within 30 days so we can reship or refund your order, which we will process at our discretion.
Other Situations:
* Items cannot be exchanged or refunded for a change of mind.
* Items cannot be refunded for late delivery caused by the express service, customs clearance, or other factors beyond our control.
* Once ceramics have been used, refunds and exchanges are not acceptable (whether they are intact or damaged).
* If the ceramics you purchase contain multiple items (including multiple items or one item composed of multiple ceramics), and only some of them are damaged, we only support partial replacement and partial refund (based on the actual price of the damaged individual item).
* Since all ceramics are handmade, natural variations due to kiln conditions, the nature of the clay, or the item being handmade are to be expected. Therefore, we cannot accept returns or offer refunds or exchanges for these reasons.
* If you need to cancel an order, you can contact us at hello@mudhandceramic.com or service@mudhandceramic.com before it has shipped. Once the ceramics are shipped, cancellations will no longer be accepted.
* For exchanges and returns caused by factors other than ceramic damage, the additional shipping costs shall be borne by the customer.
* Broken ceramics will not be replaced unless the original packaging is kept as proof of your item being broken in transit and notification of damage is received within 24 hours of the parcel tracking showing as delivered.